Marsbet Casino - Player’s winnings confiscated over multiple accounts accusation.

The casino doesn't pay.

They offer you a bonus with an extremely high rollover.

You fulfil it.

Then, they ask you for numerous personal documents, like selfies with an ID, proof of address, etc.

Afterwards, they confiscate your balance claiming multiple accounts.

And they keep your document.

I don't trust them, I'm not sure if they're fraudulent, but don't trust them, don't send them your data, they will not pay you and they state that their decision is irreversible, besides the awful treatment from the attendant Miguel, who is extremely rude.

Hello clashgolem1989,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Marsbet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Do you have more than 1 account in this casino or does anybody use your device to play in the casino as well? Did the casino provide any evidence of multiple accounts?

Looking forward to your answer.

Regards,

Nick

The verification process was completed this week.

I don't remember having an account at this Casino before, and I'm absolutely sure I never sent any documentation.

Only I use my device, but at home there are other people who also play, but they use their device, their data, with the same internet only.

They did not present any evidence, even the attendant Miguel did not want to let me finish asking and already requested the service to be terminated saying it was an irreversible decision.

And at the end I ask, if my IP address presented a conflict, why did they ask me for documents to release the withdrawal? They just had to warn me about this before putting me in the position of exposing data, as they did.

Hello ChocoBite,

Did you claim any bonuses or anybody else from the same IP? Would it be possible to forward the communication with the casino regarding this case to nikolas.b@casino.guru?

Dear clashgolem1989,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.