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Mars Casino - Payment & verification not being processed

RESOLVED
Complaint Info
Disputed casino Mars Casino
Reason Verification issues
Amount € 300
Posted on April 21, 2017

Hi!,
Last week on the 12th of april i made a deposit of €20,00 with the welcome bonus at Mars casino. After my balance went to €0,00 after several hours, i logged in the other day on the 13th of april to get 25 free spins on starburst ( which is a part of the welcome bonus). With those free spins i reached a decent amount for a withdrawal. On the 13th of april i uploaded all my documents and made a withdrawal request. On the website it states the documents will be approved within 24 hours.

As of now, the 20th of april, my documents still havn't been approved and my withdrawal request is still pending. I must say i did reverse my withdrawals several times (with withdrawals pending between €150 and €900,00), because of no reaction/process of the withdrawal. Of course i blew loads way, probably to much joy of the casino..but i now have a withdrawal request for €300,00 waiting since tuesday morning and i will not touch it anymore.

I already spoke with live chat several times that i am unhappy with how things are going right now. They told me they send everything to finance to check, but i have been told this since friday the 14th of april. Seems like a robot live chatting sometimes.

I just want my documents reviewed + my withdrawal of €300,00 paid. This is just unfair stalling technique from the casino and i don't get why this gets such a grade on the website.

Posted on April 24, 2017

Update from my side: The documents were approved last friday, but still no sign of a processing the withdrawal. Live chat is not helpfull and is just stalling the payment. They keep telling me it takes 3-5 business days to process, but my withdrawal is still pending..so nothing is being processed at all. When i ask why they are treating players like this, the chat operators go OFFLINE.

Why is this casino still open? I dont understand.

AskGamblers
Posted on April 28, 2017

Dear Mars Casino,

Please let us know if there's some update regarding this case.

AskGamblers
Posted on May 27, 2020

Dear all,

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

Posted on May 27, 2020

Hello all,

Thanks to AskGamblers Complaint Team for help in finding a satisfactory resolution for both parties.

We just want to report that this issue has been resolved with a player. I attached a screenshot that shows success €300 withdrawal by a player made on April 27, 2017.

Best Regards,
Mars.Casino Team

AskGamblers
Posted on May 27, 2020

Dear @Barrelandro,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

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