Marsbet Casino - The player claims that his account shouldn't be active.

Hi

i opened an account with this casino last March 2021. Then I totally forgot about my account for 6 months then I login again and played and lost some money. But when I check mail history operator requested the documents to verify my account I didn’t know I sent it or not. But I am very sure there was some kind of problems I was self excluded my account via chat or set deposits limits that’s the reason I didn’t use the account for 6 months then my account activated automatically.

I asked the operator about transactions history and all the chat transcripts operator doesn’t want to give, it smells like something they are hiding. Can you please have a look at this complaint and help me. Operator replied there wasn’t any self exclusion on last March 2021, can you ask them chat transcripts to confirm this please.

Hello Anto1318,

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

Could you please advise what did lead to the conclusion that you have must been self-excluded or set a deposit limit? Are you able to check your safe gambling tools now if there is any deposit limit set? Did you send them your documents in the past when they requested them?

Looking forward to your answer.

Regards,

Nick

hi

i was set my deposits limits set or self excluded on last March 2021. Because I wasn’t used my account for 6 months. I uploaded documents in their website as well because they asked me to. I asked the operator to give transcripts and transactions history no answers so far.

I remembered I did self excluded via chat as well because of addiction that’s the reason they didn’t want to give chat transcripts. I always close my account if I feel not safe. I need your help to solve this. Please check the screenshot before I attached

Hello Anto1318,

If you were requested to verify your documents within the casino account, I'm sure it will be visible whether they were uploaded there or verified. Can you please check it within the account if you did?

Hi

my account was closed I can’t able to check this.

Hello Anto1318,

You know that unfortunately we can't move forward without any concrete evidence regarding this case. All you provided is that the casino asked for a verification. There isn't any proof of you sending them or uploading them or any proof of request for self-exclusion or setting deposit limit.

We will be forced to reject the complaint if there isn't any additional evidence.

Regards,

Nick

Hi

i have requested the operator to give me the chat transcripts of my account. I am still waiting for that. Please extend the timer for another 7 days to proceed my evidence.

Hello Anto,

I will extend the timer by 7 more days until you receive a respond from the casino. However, if there won't be evidence provided, we will be forced to reject the complaint.

Regards,

Nick

Hi

i am still waiting for the reply from the casino, please give me a few more days extension.

Hello Anto,

Will extend the timer by 7 more days. Please let us know only in case of an update.

Regards,

Nick

Hello Anto1318,

We haven't hear from you in a while. Please note that the complaint will be rejected if we won't get any respond within the next 7 days

Dear casinoguru

I am requesting the operator to provide chat transcripts and my limits set evidence from my account. Operator doesn’t want to answer to me. Can you please proceed my case without the evidence? If you contact the operator you will find out all the evidences. Please help me.

Dear Anto1318,

The casino is not obligate to send us anything if there is no reason to. We really can't start processing a case if there is zero evidence from your side.

Unfortunately we will be forced to reject the complaint if you won't be able to provide anything to start with. If you will have any kind of evidence please forward it to nikolas.b@casino.guru but otherwise the case will remain closed.

Regards,

Nick