Marsbet Casino - Player’s winnings have been confiscated and the communication has been blocked.

I deposited 100 reais into Marsbet Casino without a bonus and played and won. I reached up to 1300 reais. They repeatedly asked me for my documents and each time, they were rejected. After they were finally accepted, my money just disappeared. They won't accept my messages in the chat, I can't talk to anyone, and my balance is now at 00.8 centavos. They've disappeared with the money that I earned through honest gameplay and they've blocked me. How can a Casino treat a customer like this?

Dear HERNANE,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify what types of games you played? Were these slots, live casino games, or did you participate in sports betting?

Do I understand correctly that you have successfully passed the full KYC verification?

Have you accumulated your winnings with or without an active bonus?

Has the casino informed you why your balance was confiscated?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

I only play slots in casinos and I played the Golden ticket game and won with deposit money, I didn't get a bonus and I didn't use a bonus at any time. and the Casino simply confiscated my winnings and didn't give me any satisfaction. They blocked me from emails and at the Casino with 1000 reais in my account.

I can't even send a message to marsbet, this is disrespectful towards the player.

Thank you very much, HERNANE, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

It's a shame that an international Casino would do something like this to players, but if they respond, they will do the same as many casinos, they will say that I somehow tried to cheat the Casino.

Hello HERNANE,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Marsbet Casino to join the conversation.

Dear Marsbet Casino,

Could you please provide details on why were the player's winnings confiscated?

If the information can't be shared publicly, please send it to me at michal.k@casino.guru

And apparently they don't even want to know, they won't respond and they won't resolve my case, I'll file a lawsuit against them.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good morning Hernane, unfortunately we did not receive any communication from you after we took action against your account.

In any case, we can explain what happened through this complaint. When checking your documents, we noticed that your CPF was already associated with another account. Unfortunately, multiple accounts are not allowed at Marsbet and therefore, as stipulated in the terms and conditions, we have blocked your account.

Evidence determining the case has already been sent to Michal.

Compliments,

Marsbet

No, I don't have another account at the Casino, I know that no Casino allows you to have two accounts and even if I did, you wouldn't accept me having and making a deposit because the casino system when we open an account and go and open another account with the same CPF system does not allow I want proof that I have two accounts at this Casino and that I made deposits in both accounts.

And you also didn't receive any complaints from me because you completely blocked me from the Casino, I can't even send you any emails sent by me go back to my account if you don't pay me are my winnings or don't return my deposit of 100 reais that I made I'm going to file a lawsuit against the Casino I'm already talking to a lawyer and when do we have the account verified and why is everything ok with my documents and account

Thank you for your response and the provided evidence, Marsbet Casino team.

Dear HERNANE,

I understand your concerns regarding the lack of prior notification about potential violations of the Marsbet Casino's terms before your withdrawal, but it's essential to highlight that the discovery of any inconsistencies typically occurs during or after the implementation of Know Your Customer (KYC) and Anti-Money Laundering (AML) checks. These checks are usually initiated after a player submits a withdrawal request.

I've double-checked with the casino team the functioning of the Marsbet casino's main contact email for your region, suporte.br@marsbet.com and it is working normally, so I'm not sure you sent your emails to the right email address. Anyway, this does not influence the situation at all.

Unfortunately, after gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts linked with the same or very similar personal details, CPF, and similar emails. All of the accounts were actively used until recently and took advantage of bonuses in the recent past. Casinos have a very strict policy regarding multiple account cases that have been used in this way. 

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal

Casino Guru