Payment & verification not being processed

Dear Sirs from Ask Gamblers, I already have a lot of experience with online casinos, but right now I'm experiencing an incredible story with Mars Casino. I received my 100% first deposit bonus, which I unfortunately lost. Subsequently, I have made further deposits and now have an account balance of 1001 eur, which I would like to withdraw. now the incredible story - I made all my deposits by "SOFORT". Normally, it must be paid out to the bank account via "TRUSTLY", when using this method to deposit. I sent all the required documents - they are still pending and the support cannot ttell me when they will be approved. I wrote on the casino website, that i have to request a withdrawal to get verified. Now, I want to do that, but there is no option for me to make any withdrawal. There is an unknown method in Cyrillic font displayed which I could use. completely unknown in Germany and not accepted for german players. The support doesn´t help me. The result of 3h chat is: i have 1001 EUR in my Casino account and no possibility to cashout. Could you pls try to help me ? Many thanks and Best Regards

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.

hello, I have to delayed payments from this casino ,one 116eur and another 209 eur. They are 2 and 3 weeks old. I keep contacting support and they keep telling me that my withdrawals will be send soon. I got tired of these explanations.Please help me on this. I play at this casino many years and never had a problem of getting my winnings until recent times

Good afternoon. 09/11/17 I made a deposit in mars.casino. I played video slots. After the game, my balance was 310 dollars. I ordered a payment. This can be seen in the screenshot. It took 3 days but I did not receive any money. I wrote in an online chat and email, but did not get an answer. I ask you to help me get paid with casino mars.casino.

On Tuesday the 18th of July I made a request to withdraw 1.3 BTC from Mars Casino. Currently by today Friday the 21st of July I am still waiting for that withdrawal to be approved and sent out to my BTC wallet. The reasons why I have not received this payment are very unclear to me and I am constantly getting no clear answer from customer support. I have been told by support that the financial department has to approve this request and it shouldn't take more than 24 hours and the maximum it should take is 3 business days. It has been longer than both of those times and I am still waiting with no clear idea of when I am to see my withdrawal request approved. In there terms and conditions it states clearly that none of this should be occurring. They also told me that because I have requested to withdraw over 1 BTC that the security department needs to check into it all to make sure no fraud has occurred. Even though I'm there terms and conditions it states that would only be necessary if it was 3 BTC or over so I'm not really sure why I am getting told lies. They also state in there withdrawal information that BTC withdrawals are instant. I would like my cash out approved and to be done with all of this nonsense.

Hello AskGamblers,

I have some serious issues with Mars Casino.

I've won 37.000+ euros playing slot at Mars Casino. Made a withdraw of 4000 euros (max daily withdraw) and got it in a matter of days.

I played and wagered my bonus on Dead or Alive slot.

However, once I made a second withdraw, for another 4000, I got asked to send selfie holding my ID. I've sent them all the other documents before, and sent them selfie when asked.

Fast forward to almost a month, my documents are still pending, my withdraw was pending until recently. Today, I found out that my balance is zero, and chat support claimed they have tehnical issues. I was not informed of this in e-mail or in any other way before.

I highly doubt that it takes a month to verify documents and approve a withdraw. Chat support was of no help, constantly telling me not to worry and that they will contact relevant department. I've spoke to chat support probably 15 times, every time same story.

I am enclosing some screenshots that support my claims.

Please help me.

Deposited $200 October 28th. They had no viable deposit options for Canadians in place, so I lost a bit of money waiting for the cashout option to appear. This process took over 2 weeks, and they kept calling me during the day - even at work - to try to get it to work. This also included several other issues with the site that I had to notify them about. Why should I debug your site for you? Finally, November 11th I was able to cashout. They processed it right away. Almost every other site I've ever played at has had the money in my bank account within 3 days. It's the end of November, and after checking my bank account several times a day everyday it still hasn't arrived. Even worse than still not having the money, I am pissed off that they have wasted so much of my time.

I never had issues with this casino with past deposits or withdrawals. However my very last two deposits were never credited even when Blockchain address showed over 50 confirmations... --contacted support; They said they're working out the issue with their "payment provider" and I should expect a reply within 12 hours. This was Saturday that's just passed around noon time. About over 3 days already. No deposits credited... or refunded. The first deposit was for $10 in BTC and the second one was for $28 in BTC. Now when I contact support , they not only are not responding, but after their auto greeting to me, and after I remind them again of this issue, they completely ignore me. I don't understand what's such a big deal about them just crediting me $38 in my account. They obviously see that the attached links and files I've sent them are of the transaction details going through fine on my End to the correct bitcoin address they assigned me. One of the account reps @Gamora first said i'd have this resolved within 12 hours ... then yesterday same person tells me that if they don't see it resolved today--they would manually credit the missing BTC themselves. I think I've been very patient.... and for them to be so rude in not even giving me another explanation but rather just completely ignoring me makes me completely disappointed in this casino. I know it's only $38 but please help AG. I'd rather use this credit towards other casinos I feel would be a bit more thorough and and dependable when it comes to issues like this.

i made deposite on 04.11 hereis proof what blockchain say https://blockchain.info/address/38P2VhATpaHebTivGWH1TZ4C9mKTynRhfS my deposite still not credited to my account balance live support say thtat finance department and payment system are checking this and only they can fix it. Gamora on live support say: Investigation is in process, these transactions never reached the casino account, so it's probably stuck somewhere between payment processor and blockchain. Our finance department is in negotiations with payment provider currently.They say that mistake are not from they side and they investigate,i think its not from my side too because moneyy missing from my e wallet so i think here someone joking.I wait now 4 days they still not got reply from payment department and money not credited what i deposite balance is one big 0.I have proof that i deposite to my deposite adress to casino and they invasitage somethings dont know what but money is on jupiter i think!!!!!Later i saw some changes on sie and i say to support but they not whant to listen when i deposite i dont look to fee for btc deposite and next time when i deposite fee was 0.5 btc lol,next time when i log in i saw that fee was 0.5%.I say to livesupport that and they not listen me thy just reply that investigations in in procesed...So from instant deposite to for now 4 days how i dont got credited!

Made a 300 euros withdrawal last night and it still isn't processed. They promote instant withdrawals to Neteller and live chat confirmed this before I made my first deposit in the casino. I had a previous withdrawal which also wasn't processed instantly and I ended up reversing and losing it. This time they are playing on the same tactics. After I made the withdrawal request the live chat agent comes up with: I can see that your request is currently pending. It should be approved soon, sometimes it may take up to 3 business days, but usually we send winnings within couple of hours, it should take not more than 24 hours. This is a sneaky tactic and Mars Casino should treat their customers better.