HomeComplaintsMarvel Casino - Player is facing withdrawal issues.

Marvel Casino - Player is facing withdrawal issues.

Amount: €130

Marvel Casino
Submitted: 15 Jan 2025 | Case closed : 30 Jan 2025
Case closed Our verdict

Insufficient evidence from player

REJECTED

Case summary

The player from Bulgaria reported issues with withdrawing funds from the casino. The Complaints Team requested the player's game history and communication with the casino to review the case but did not receive the necessary evidence in the specified format. Consequently, the complaint was rejected due to insufficient evidence to proceed. The player was advised that the complaint might be reconsidered if the required information was provided in the future.

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Dear boristefik,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and I found this: 

"Maximal bet sum with an active bonus should not exceed $/€3 (12 PLN, 300 RUB, 100 UAH). Buying a bonus and free spins in the slot is also a bet." 

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry-standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time. 

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is dominika.l@casino.guru

If there is any other relevant communication between you and the casino, please send it as well. 

Thank you in advance for your reply. 

Best regards,

Dominika

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Dear boristefik, kindly request your game history from the casino and feel free to forward it together with a link to the specific bonus that you redeemed and played. My email address is dominika.l@casino.guru.

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Dear boristefik, based on your initial message, the casino claims you violated the maximum bet rule of 5 euros. Please request your game history from the casino so we can review your bets.

Additionally, could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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Dear boristefik, kindly send me the game history along with your communication with the casino to my email at dominika.l@casino.guru.

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Dear boristefik, I have not received the game history. Please send it to my email at dominika.l@casino.guru.

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Dear boristefik, please email the game history in EXCEL format to dominika.l@casino.guru.

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Dear boristefik, look for an "Attach" icon (often represented by a paperclip). Tap on it, then choose the option to attach a file. Depending on your device, you might need to select Document or File. Navigate to the location where your Excel file is saved (this could be in your phone's storage or a cloud service) and select the Excel file.

If you received your game history via email from the casino, please forward that email to dominika.l@casino.guru.

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Dear boristefik, unfortunately, as we have not received the requested evidence in the specified format, we are unable to proceed with your complaint at this time.

If you can provide the sufficient evidence we requested, we may consider reopening the complaint if it meets our requirements.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, and I’m 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.

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