Marsbet Casino - Player’s withdrawal delayed due to verification issue.

Hello, I played with marsbet and I wanted to withdraw they asked for my id card (front back) and my id next to my face, when I uploaded they asked passport, I said I dont have a passport because I dont travel but I can send my driving licence, they refused it and said I need to send my passport, until then I cant withdraw, I never had this problem with other casinos

Dear Koszolanorbi,

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. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please list which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Has the casino explained why your ID was not accepted?
• Has the casino explained why a passport is necessary, while a driver's license can't be used?
• Could you please share your communication with the casino relevant to the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

I sent my id card, id card next to my face

They didnt gave me any reason why they dont accept my driving licence and why, my id was accepted too, just they need my passport too

and only the passport

Thank you very much, Koszolanorbi, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Koszolanorbi,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Marsbet Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify why the player's ID card wasn't accepted for verification? The player can also provide their driver's license, could you review it instead of a passport, which the player doesn't have?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

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.

Dear Koszolanorbi, I have contacted the casino representative, they will look into the issue with your account verification and share more details after the review.

Dear Koszolanorbi, I have been informed by the casino representative that they should now accept a driver's license as proof of ID. Could you please try to upload it again and let me know about the results?

Dear Koszolanorbi,

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.