Marsbet Casino - Player’s withdrawal has been delayed.

I made a withdrawal of R$ 2,075.00. The casino processed the payment, but the amount was refunded by my bank and returned to the casino's intermediary. In the last email sent, they claim that the payment was made to my account. I have proof that I did not receive the amount, and a statement showing the amount was reversed by the bank.

I have been waiting since 08/07/2024 and still have not received any resolution from the company.

Dear marlon662,

Thank you for submitting your complaint, and I’m sorry to hear about the issue you’ve encountered with Marsbet Casino. Before we move forward, I would like to ask you a few more questions to better understand the situation:

• Was this your first-ever withdrawal request from the casino?
• Could you clarify why the bank returned the money to the sender?
• When was your last communication with the casino, and did they propose any resolution?

I appreciate your cooperation and look forward to your response.

Kind regards,

Nick

Was this your first withdrawal from the casino?

No. I've made several withdrawals on the platform and this was the only one that went wrong.

Could you explain why the bank returned the money to the sender?

The bank analyzed the pix and returned them to the sender and also cancelled my account.

When was your last communication with the casino and did they propose any resolution?

They claim that the payment was made, but I proved with the statements that the payment was returned.

Last email I received from Marsbet. 'We have checked with our provider and everything went well with your withdrawal.

Dear Marlon662,

Thank you very much for providing all the information and attachments. I will now pass your complaint along to my colleague, Peter (peter.c@casino.guru), who will be assisting you moving forward.

Wishing you the best of luck in resolving the matter.

Best regards,

Nick

Hello there,

Thank you marlon662 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Marsbet Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curaçao Gaming Control Board (https://www.gamingcontrolcuracao.org/contact) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter