Complaint #8 Marsbet Casino

Money disappeared from the account

By Valeria Del Carmen S.

2 years ago

Hello. The casino stole my money from my balance. Deleted my activity history, but does not respond to my emails.

I tried to contact them in the chat, but unfortunately they told me twice in the chat that they could not help and that they are not competent in matters of where the players' funds go from their accounts.

I passed a full identity check and asked to make a withdrawal, as you can see on the screenshot. at first, my withdrawal requests were rejected many times, and then the last time when I issued a withdrawal request, I received an email from the casino that they had made an error and that I should make a new withdrawal request.

When I came to issue a new withdrawal request, I saw that all my funds had disappeared from the account, only 28 euros of my deposit remained.

I am asking you to help me get all my deposits back because the casino is robbing its players. If they took my winnings and decided to return only my deposit, then I want absolutely all of my deposits returned to me. After all, this is a robbery. I sincerely hope for your help.

Disputed Casino Marsbet Casino

Reason Delayed payment

Amount $267

Discussion

AskGamblers

• Support Team

2 years ago

Dear @Valecsenny,

Kindly note that should the affected casino operator fail to respond to your complaint within the allocated timeframe of 96 hours, the case will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

The AskGamblers Complaint Team would also like to use this opportunity to remind you that, if your AGCCS case failed as unresolved, you are still free to try and use other alleys to resolve the issue, such as forwarding the matter in front of the relevant regulatory body and/or appointed ADR entity.

Valecsenny

• Chile

2 years ago

Why does the casino not respond to my complaint?

AskGamblers

• Support Team

2 years ago

Dear Marsbet Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Marsbet Casino Complaint Stats

Resolved 1 / 4

Avg. Amount $545

Avg. Complaint Duration 4 days

Avg. Response Time 2 days

Marsbet Casino Complaints

See all complaints for this casino

Verification delay and withdrawal blocked

Marsbet has been holding my funds for over a month under the pretext of “account verification”.

I am a customer for more than 5 years.
Re-verification was requested ONLY because Marsbet migrated to a new platform.

All documents were uploaded immediately.
All documents were reviewed quickly EXCEPT one, which remains “pending” without any explanation.

As a result:
- verification lasts more than 30 days
- withdrawal is blocked
- balance of 66 USD is frozen
- support provides only template replies: “please wait”, “your request is forwarded”

No deadlines are provided.
This is an unreasonable and excessive delay and looks like intentional stalling of withdrawal.

I request AskGamblers to assist in resolving this issue and forcing Marsbet to complete verification and release my funds.

Resolved

$66

Withholding my deposit of 1679 Euros

Hello, I need your help. Marsbet Casino denied me the opportunity to play in the casino, withholding my deposit of 1679 Euros.

Moreover, I became aware of this only after replenishing my balance. Previously, my account was successfully verified. I didn't break the casino rules.

After I received a refusal to play at the casino, I requested the withdrawal of my deposit to my payment wallet. BUT! The casino indicates the need to win back the deposit by betting on sports. I think this is absurd! Moreover, I have never done this and consider it coercion, which grossly violates my rights as a player.

The complaint procedure for considering complaints was followed, but did not bring any results.

Please provide assistance. I am attaching correspondence with the casino.

Thank you.

Unresolved

€1,679

Without valid reason my account deactivated

On 27th June I created marsbet account and I won when i applied withdrawal I was asked for account verification. When I uploaded all the documents, I remained pending, my document was not approved even after chatting again and again. One day my account got fully verified when I did the withdrawal after 4-5 hours I logged in the account then the user was saying Deactivate🥺. When I chatted I didn't tell the right reason, I got very upset.

Unresolved