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Mars Casino - Verification Issues

RESOLVED
Complaint Info
Disputed casino Mars Casino
Reason Verification issues
Amount $ 190
Fiekie247 South Africa Message
Posted on August 16, 2018

I am experiencing some trouble with verifying my account at Mars Casino. The reason I decided to play here in the first place was because they are part of the Direx N.V group. Given my experience with casinos in this specified group, I have had nothing but pleasure playing at them, until now with Mars Casino I feel like everything is going south.

I made a deposit and got a 100% match bonus and completed wagering. Close to completing wagering I uploaded my documents on the morning of 14 of August 2018 at 09:53am where my time zone is GMT +2. The very same day at night around 19:00 I logged in and saw my documents were approved. I contact live chat to find out how long will my withdrawal take and then suddenly he informed me that once the documents are approved, then it will be processed in a few hours. During the chat I got notified my documents was not approved, after is was already approved. Live chat informed me there was a mistake with approving the documents etc and the manager need to jump in.

Since the 14th everyday they have been giving me the run around and fail to provide me with updates. Their time frame states, documents are approved within 24 hours and withdrawals also 24 hours but could take a bit longer. The same information is published on Askgamblers.

No one can tell me why my docs is not approved or how long it will take. They keep on saying they will contact manager or sent a notification to finance, but its been over 48 hours and I have not recieved an update or no one can say why my documents has not been approved yet. This is frustrating as I do not know where I stand now and I would like the to stick to their stipulated time frames.

Askgamblers I need your help on this one, as I though Mars Casino is a reputable online casino, but I am clearly mistaken.

I have attached some conversation where they tell me they made a mistake in approving my documents. Also proof that I uploaded them on the 14th of August 2018 and the fact that they keep on telling me they do not have any updates.

I even email them, but still no response from them.

AskGamblers
Posted on August 16, 2018

Dear @Fiekie247,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Thanks for cooperating the AskGamblers Complaints Team.

Fiekie247 South Africa Message
Posted on August 16, 2018

Hi Askgamblers

The amount in pending withdrawal is $190 which is not a lot.

I am just eager to get my account verified so they can pay me. They stalling my verification.

Fiekie247 South Africa
Posted on August 16, 2018

Hi Askgamblers.

You may resolve this complaint. My documents are approved and money was paid.

Thanks

Shafiek

AskGamblers
Posted on August 16, 2018

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

AskGamblers
Posted on August 16, 2018

This complaint has been reopened as per Mars Casino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Posted on August 16, 2018

Dear @Fiekie247

Sometimes approving documents may take extra time. We are concerned about players security and we are checking documents very carefully.
We feel that we didn't violate any terms especially taking into consideration the fact, that you won from a bonus that you were not eligible to receive and our manager approved it as a goodwill. We are really surprised to see your negative feedback.

Your documents have been approved and winnings have been sent.

However, thank you for sharing your feedback and have a great day.

Mary

AskGamblers
Posted on August 16, 2018

Based on submitter's confirmation which has already been posted AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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