The player from Ukraine reported that Marvel Casino had blocked his account without providing a reason and had ignored his clarification emails for four months. The player was unsure if he had passed the KYC verification, and at the time of the account block, his balance was zero. However, he expected a cashback on the day of the block. He was abruptly logged out of his account during a chat with the operator. We had informed the player that casinos have the right to close accounts with a zero balance and decided not to investigate further. The complaint had been closed.
Marvel Casino - Player's account was blocked.
Amount: ??
Marvel Casino
Safety Index:HighSafety Index
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8.7
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Case closed
Our verdict
Other
REJECTED
Case summary
9 months ago
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10 months ago
Translation
Marvel Casino has unjustifiably blocked my account, and all attempts to clarify the reason for the account blockade have been utterly futile. Marvel Casino is ignoring my emails that I sent 4 months ago. I am striving to figure out anything but it is all in vain. It's a dubious club!
Automatic translation:
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10 months ago
Dear matrosov033,
Thank you very much for submitting your complaint. I'm sorry to hear about your negative experience with Marvel Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please confirm if you passed the KYC verification?
Could you kindly advise what was the balance in your account when the casino blocked you?
Please forward any relevant communication between you and the casino regarding your account closure to veronika.l@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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9 months ago
Dear matrosov033,
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.
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9 months ago
Translation
I don’t remember whether I went through verification or not, the mail was confirmed exactly, the deposits I made there, but the balance at the time of blocking was 0.00, but cashback should have arrived on the day of blocking.
Everything was in general like this: I had a dialogue with the operator, after some time the operator closed the chat and immediately kicked me out of the account. When I logged in again, I saw that the account was blocked. The reasons were not explained to me
Automatic translation:
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9 months ago
Please be aware that the casino reserves the right to close a player's account if their balance is zero, and we do not investigate further the reasons for closing the account. The casino has the discretion to decide which players to serve.
We regret to inform you that this complaint is now closed, and we apologize that we could not be of more help on this occasion. However, please do not hesitate to contact us if you face any issues with this or any other casino in the future.
