Marsbet Casino - Player’s struggling to complete the account verification.

I uploaded my national ID, my driving license, and my passport. The site refuses to accept any ID. I have been trying to verify my account since September.

Dear Marisol,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly.

Do I understand it correctly that accepting ID seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification? Have you been advised what seems to be causing the problem?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello, yes they are only asking for my ID. I submitted my main national ID which is called credencial, my driving license, and my passport. Is it is crazy to be honest that they will not accept any for no good reason.

Dear Marisol,

Is there any relevant communication that could be forwarded to petronela.k@casino.guru? Thank you in advance.

Hello, I sent you the record I have of my chat with them.

Thank you very much, Marisol, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Marisol,

I looked at your complaint and will do my best to help you. I would like to invite Marsbet Casino into this conversation. Can you specify where is the problem with player’s verification process, please?

Hello Villiam and Marisol,

Firstly, we humbly apologize for all the distress the situation has caused as we understand how stressful these can be.

For now, as of 9th December it seems the documents sent were accepted and verification process is completed.

We have conducted an internal investigation to have a better understanding of what caused such a problem, and we believe the situation is dealt with and won't happen again.

Dear Marisol,

Casino stated that verification is completed. Can I consider this case as resolved?

Hello I requested a withdrawal.

Thank you!

Dear Marisol,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru