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Hello

I trust this message reaches you, although my frustration has reached its peak due to the recent cancellation of my winnings totaling $15,500. As a loyal customer since 2020, I never expected to face baseless allegations and illogical accusations when I finally achieved a win.

It appears that, conveniently, when I secured profits, your team resorted to concocting unfounded claims and discrepancies. This not only contradicts the principles of fair play but also reflects poorly on the integrity of your platform.

Of the total winnings deposited, $4,100 was removed without any basis. I was only paid $10,900, including the funds I deposits.

Dear ISMO8656,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Marathonbet Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Have you accumulated your winnings with the help of bonuses, please?
• Do I understand correctly, that you are seeking your $4100 in winnings? Could you kindly clarify what the disputed amount of $17 500 represents, please?
• Have you passed the KYC verification process, please?

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,

Katarina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

dear Katarina

1-The winnings were from my own deposited funds, and no bonuses were involved.

2-My balance was around $15,000, but only $10,900 was paid. There is still $4,200 missing.

3-The account was verified

Dear ISMO8656,

thank you for your reply.

I have adjusted the disputed amount to $4,200, since you confirmed that is how much you are missing.

Have you received any more withdrawals since our last interaction, please?

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Looking forward to your reply.

Katarina

Hello

I have all the records of my account and the winnings I achieved. An amount of $4,200 was deducted from my account without any evidence. I won that money legitimately.

The site has not sent my payment despite numerous messages from my side. They are not responding to me at all.

Dear ISMO8656,

thank you for your reply.

I was unable to locate your email.

Could you please forward all communications you have had with this casino once again to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots. Kindly include the screenshots provided in your last response, since they are very blurry and unreadable.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

I have sent it to Ms. Katarina's email.

Dear ISMO8656,

thank you for your reply and your email.

The format in which the information was shared in the email is unreadable. Please resend the information in an alternative format, such as JPEG, PDF, or a screenshot. If there is any email communications, kindly just forward it. Kindly upload each picture separately to ensure readability.

Looking forward to your reply,

Katarina

Dear katarina

I sent it to Ms. Katarina's email.

Hello,

thank you for your message.

Have you sent the information I requested? I have been unable to locate your email. Would you please resend it at your convenience? My email is katarina.d@casino.guru.

Looking forward to your reply,

Katarina

Dear ISMO8656,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru