Marsbet Casino - Player's withdrawal denied over alleged multiple accounts.

I won a bonus after completing a task and when I tried to withdraw it, they denied my withdrawal request, despite me submitting all my documents.

They claimed that I had more than one account, even though I only set up one.

I asked if the other account had my documents and they said it didn't. So, it wasn't me who did it. Today, it's easy for people to access our information. Where are my documents now?

I have an email where they confirmed my withdrawal, but they denied it afterwards.

Dear guisantossantos51,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please advise which games you focused on while your account was active - slots, live casino, sports betting, etc.?
• Did you receive any confirmation regarding successful verification?

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

Best regards,

Kristina

There's no way Cido could be a member of my family because it's just me, my wife and my 3-year-old daughter.

I played in several slots games Gates of Olympus, gravity, Sweet Bonanza, I played in Crazy time live casino, I played in several games since it was my first time at the casino, I'm excited and I'm not going to lie that the games there are really cool .

Yes, I received an email confirmation on the day I sent my documents, a message arrived saying your documents were approved

Thank you very much for your reply, guisantossantos51. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

So far they haven't given me any response

I don't think they'll pay or anything

Thank you very much, guisantossantos51, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.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.  

Hello, guisantossantos51,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear Marsbet Casino team,

Could you please provide us with an explanation of the player's situation in more detail?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary evidence/details to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

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 guisantossantos51,

Just letting you know that I am extending the timer until the end of this week (Friday) because I tried to contact the casino in other ways.

I will inform you in case of any news or updates. However, please note if no one from the casino provides me with the relevant information until the current timer expires, the complaint will be closed in accordance with the information in my previous post.

Thank you for your patience and understanding.

Dear guisantossantos51,

I managed to connect with the casino representative outside of the thread, and there is still ongoing communication between me and the casino. I am currently waiting for additional details and evidence from them. Once I have any news or updates, I will inform you.

In the meantime, can you please explain how is it possible that there is another account (or other accounts) at the casino with the same basic personal details as your disputed casino account was registered with? What was the reason for creating another account (other accounts) at the casino?

You mentioned that you used a bonus in your disputed account. What exact bonus did you use? Are we talking about a deposit bonus or a no-deposit bonus? Have you made any deposits to your account? Was any bonus (especially the same as in the disputed account) used also in the linked account(s)?

It was a no deposit bonus, I don't know how my data ended up in this Casino without my consent, on the day I registered, I immediately sent my documents, they should take them to accounts that don't have documentation on other accounts and yes only mine then the others were diapered

I have no reason to lie or try to fool anyone if they don't want to pay and it's their right they don't want to lose either and I respect that

Alright, guisantossantos51. I am back with hot news, however, it will not make you happy. But I believe you expected that.

The casino provided additional details and evidence, fully supporting its claims and decision.

After gathering all the necessary information and details, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts and bonus abuse. It is allowed to have only 1 account at the casino, and the same is valid for bonuses - it is prohibited to use the same bonus (especially no-deposit bonuses) more than once if not permitted by the casino itself otherwise.

Although some personal details were a bit altered in the duplicate account, it is clear that the linked accounts were registered by the same person, at least 2 of them for sure. In addition, it would have not made sense if someone else had used your personal details because it would have made the verification impossible. As we are talking about only a no-deposit bonus, you did not mention any successful deposit nor did you answer my question regarding deposits, you did not lose basically anything other than free money given by the casino.

The casino acted correctly and in accordance with its terms and conditions.

I am sorry we were not able to help you with this one, but 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.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Although only outside of the thread, thanks also to Marsbet Casino Team, for providing information and for their cooperation!

Best regards,

Branislav, Casino.Guru