Marsbet Casino - Запрос на проверку игрока вызывает проблемы.

The issue is that I was already verified a long time ago, and they asked for verification again. I tried to send the photos and documents, but I sent them incorrectly because as soon as you choose the photos from the gallery, they get submitted directly. There is no option to review or decline in case of an error.

O problema é que eu já era verificado a muito tempo e me pediram verificaçao novamente fui mandar as fotos e dos documentos e mandei erado pois assim que escolhe as fotos da galeria já vam diréto não tem opçao de ver de recusar caso ouver erro

Dear raulbackes5,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Could you please list which documents you have already provided and when exactly did you send the last one?
• Do I understand correctly that instead of a valid photo of a document you submitted an unrelated picture from your phone?
• Were you able to contact the casino and explain the situation?
• Were you advised of any alternative ways of submitting documents for verification by casino support?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

They've blocked my account and they won't answer me. I want my deposit back because what they're doing is theft.

Bloquearam a minha conta e não me respondem eu quero me devolvam meu deposito pois isso que estão fazendo é roubo

They blocked my account because I sent the wrong image during verification

Bloquearam minha conta pois mandei uma imagem errada na verificaçao

I want a refund because I'm not a rich millionaire like these thieves I need the $100 I deposited this is not fair what they are doing is theft

Eu quero o reembolço pois não sou rico milhonario igual esses ladrão eu preciso dos $100 que depositei isso não é justo oque estão fazendo é roubo

Could you please provide a more detailed explanation of the situation?

What documents did you provide to the casino and what information didn't match?

Without a compelling explanation, we are unable to confront the casino, since you are obligated to register with accurate personal information in the casino.

I'll wait for your reply.

I had already been registered for a long time, I had a verified account and they wanted me to do all the verification again, so I sent a photo of my wife's ID by mistake and they blocked my account.

Eu já tinha registro a muito tempo eu tinha a conta verificada e eles queriam que eu fisece toda a verificaçao novamente.Dai acabei mandando a foto da identidade da minha nóra por engano e bloquearam a minha conta.

You guru's are no help at all

Vocês do guru não ajudam em nada

I am sorry to feel that way.

Thanks for the clarification of the situation.

Does your wife also have an account in the casino?

Dear raulbackes5,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

No, she doesn't

Não éla não tem

Thank you very much, raulbackes5, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you raulbackes5 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 what is the issue with the verification and what can we do to help the player receive their funds.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to contact them anyway you can do so here:(https://www.gamingcontrolcuracao.org/contact) Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Marsbet Casino. We received the following message:

Hello,

After a more thorough and personal review of the case, we have determined that sending the incorrect document was an honest mistake. As a result, we have reverted the account status and returned the amount to the customer's account.

Best regards,

Dear raulbackes5, please let us know if your issue has been resolved or if you require any further assistance. Thank you!

Thank you very much Marsbet I love playing at your place I am grateful to have my account again I will try to make the withdrawal and I will get back to you.

Muito obrigado Marsbet amo jogar na casa de vcs sou grato por ter minha conta novamente vou tentar fazer o Saque e Volto a imformar

Dear raulbackes5, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

I've passed the check and I'm trying to withdraw, but the amount is not available for withdrawal, and when it was blocked the amount was available before the block.

Passei na verificaçao tô tentando sacar mas o valor não está disponível para saque sendo que quando tinhão bloqueado o valor estava disponível antes do bloqueio.

I'm trying to make a withdrawal and all they do is block me

Estou tentando fazer um saque eles só ficam empedindo

They've blocked my account again and won't let me withdraw, claiming I have multiple accounts.

Bloquearam minha conta novamente não tão deixando eu fazer o saque alegando que tenho múltiplas contas

Thank you for the update raulbackes5.

Dear Marsbet Casino representative, can you let us know why was the player's account blocked and can you provide us with evidence of multiple accounts? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Thank you very much, but I was wrong, I was just getting the password wrong. Marsbet is great and paid Serginho and everything was sorted out.

Muito obrigado mas me enganei eu só estava erando a senha a Marsbet é ótima e pagou Serginho foi tudo resolvido

Dear raulbackes5,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter