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Hi. I have registered at the marsbet online casino. I made a deposit and played at the casino but lost all the money. I made a second deposit and won 390 euros. I put my winnings on withdrawal. I was asked for documents to verify my identity. My money is back on my game balance. I sent them the ID card. I have successfully verified and put my money on withdrawal. About two hours later, they requested a selfie with a document and a receipt for utilities. I didn't even have time to send my documents as my account was blocked. I wrote to them in the chat and sent them emails about why my account was closed. I didn't hear a clear answer. As a result, they accused me of fraud, they did not provide any evidence that I was a fraudster. They have appropriated my money! I hope that you will solve this problem! Otherwise, I will contact the police!

Dear Alejandro08,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise how long ago you registered your account?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I have registered an account on 27,02,2024

I played regular slots

On my first deposit, I used a 100% bonus on my first deposit. But I failed and lost all the money. I made a second deposit without a bonus and won my winnings.

Hi Alejandro08,

• Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru?

Thank you.

I sent the letter to you at the specified address

Thank you very much, Alejandro08, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you Alejandro08 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 why was the player's account blocked and what can we do to help the player receive their winnings.

Thank you!

Hello. They accused me of fraud by not providing me with any proof the verification documents were accepted and my account was closed for no reason. Please take care of this!

Hola. Me acusaron de fraude al no proporcionarme ninguna prueba los documentos de verificación fueron aceptados y mi cuenta fue cerrada sin ninguna razón. ¡Por favor, encárgate de esto!

Dear Alejandro08, I was in contact with the casino representative and was provided with evidence of multiple accounts using forged documents. This behaviour can get you blacklisted from other establishments as well and is considered fraud, I strongly advise against it in the future. That being said we believe the steps the casino has taken are justified and subsequently I will reject your complaint. Thank you for your understanding, I am 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.

Kind regards,

Peter