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Hello,

I would like to file a complaint against Marathonbet regarding unfair confiscation of my winnings.

Here is the timeline of events:

I registered and used my Marathonbet account normally.

I deposited cryptocurrency several times and the bookmaker/casino accepted all deposits without any issues.

I mainly played casino games and slots on the website and accumulated approximately $155 in winnings.

When I requested a withdrawal, Marathonbet started a full KYC/AML verification process.

I provided all requested documents:

passport pages,

identity verification,

cryptocurrency wallet screenshots,

transaction history,

proof of wallet ownership.

During verification, Marathonbet informed me that there was an older account connected to my personal data. However, this old account was created around 10 years ago. My current account was registered on the Mbet platform, and I genuinely believed it was a separate website/company because the platform and interface are very different from the old Marathonbet website I used many years ago.

Marathonbet explicitly informed me that they would allow me to continue using my current account and that only the old account would be closed. After this confirmation, they continued the verification process and continued treating my current account as valid.

However, after I completed all requested verification steps, Marathonbet suddenly changed their position and informed me that:

my account would be closed,

and all bets/game results would be recalculated with odds 1.00.

As a result, my winnings were confiscated and only the remaining balance was returned.

I believe this is unfair because:

Marathonbet already reviewed the account situation and explicitly allowed me to use the current account.

They accepted my deposits and continued allowing gameplay after this review.

They only confiscated winnings after I accumulated profit.

If the account was not acceptable, they should have closed it BEFORE accepting deposits and gameplay.

I have screenshots and emails confirming:

the verification process,

their message allowing the current account,

and the later confiscation decision.

I kindly ask Casino Guru to review this case.

Thank you.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Marathonbet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please share with me your communication with the casino regarding the old account?
• What games did you play to accumulate your winnings? (slots, live games, betting on sports)
• Could you please send the communication with the casino regarding the accusations against you and the justification for the confiscation of your balance? 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear yatsik13,

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.

I played slots and also did a little sports betting. I'm attaching screenshots here.

Я играл в слоты а также немного делал ставки на спорт. Скриншоты прикрепляю здесь.

Thanks for the provided evidence.

Could you please specify when the casino informed you of the presence of multiple accounts in the first email?

When were you informed of the confiscation of your winnings?

Please provide dates of these events. We apologize for the inconvenience.

On May 4th, they informed me that I had two accounts but allowed me to continue playing on one of them. Just 24 hours later, on May 5th, they confiscated my winnings and blocked my account.

4го мая они мне сообщили о наличии двух аккаунтов но разрешили продолжить игру на одном из них. А уже через сутки 5го мая они конфисковали выигрыш и заблокировали аккаунт.

Dear yatsik13,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello yatsik13,

It's Michal again and I will be handling your complaint going forward. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow. In the meantime, can you please confirm which casino account you have actually used the last time 19115272 or 2307020?

Have both the account been active and actively used at a certain point?

I acknowledge this sentence in the email from the casino:

However, have you received a explicit permission by the casino team to continue playing in your account 19115272?

We would also like to invite Marathonbet Casino to join the conversation.

Dear Marathonbet Casino,

Could you please clarify why the player was permitted to continue using account 19115272 and participate in gambling activities, only for their winnings to be subsequently confiscated on the grounds of a violation of your rules?

In particular, if the circumstances giving rise to the alleged breach were already known to you at the relevant time, we would appreciate an explanation as to why the appropriate restrictions or preventative measures were not applied earlier, rather than after the player's winnings had been generated.

Should there be any additional factors relevant to the matter that cannot be shared publicly, please send them directly to me at michal.k@casino.guru for a independent review.

Thank you in advance.

Hello Michal,

Thank you for reviewing my case.

The account I used most recently was 19115272. This is also the account on which my balance and winnings were located.

The other account (2307020) was created approximately 10 years ago and had not been actively used for many years. When I registered on the Mbet platform, I genuinely believed it was a separate website/company because the platform and interface were significantly different from the Marathonbet website I had used many years ago.

Regarding your question about permission to continue using account 19115272:

Marathonbet informed me in writing that they would allow me to use account 19115272 and that the other account would be closed. Based on this message, I understood that the duplicate account issue had been reviewed and resolved.

After sending this message, Marathonbet did not restrict my account, did not warn me that my winnings could be confiscated, and did not inform me that account 19115272 was in violation of their rules.

On the contrary, they continued the verification process and repeatedly requested additional documents from me, including:

identity documents,

additional passport pages,

cryptocurrency wallet verification,

transaction history,

proof of ownership of the wallet.

I fully cooperated and provided every document requested.

The continuation of the KYC/AML process after their confirmation that I was allowed to use account 19115272 further reinforced my understanding that the matter had been reviewed and resolved, and that I was permitted to continue using this account.

For this reason, I was very surprised when, after completing the verification process, Marathonbet suddenly changed its position, closed the account, and recalculated all bets with odds of 1.00, effectively confiscating my winnings.

My main concern is not that Marathonbet discovered an old account. My concern is that they explicitly informed me that I was allowed to continue using account 19115272, continued processing my verification, accepted all requested documents, and only afterwards confiscated the winnings.

In my opinion, if Marathonbet believed that account 19115272 violated their rules, they should have applied the relevant restrictions immediately after discovering the issue, rather than confirming that I could continue using the account and then voiding the winnings later.

Thank you for your assistance and for looking into this matter.

Kind regards,

Oleh Y*****

Dear yatsik13,

Thank you for your response.

If the circumstances are as you described, I can understand and align with your position. However, in order to sufficiently assess the matter, I kindly ask you to provide any supporting evidence that explicitly confirms you were authorized by the casino team to continue using account 19115272.

This could include emails, chat transcripts, or any other communication from the casino clearly indicating that continued use of this account was permitted.

Dear Marathonbet Casino,

We look forward to receiving your clarification regarding the above-mentioned matter.

Hello Michal,

Thank you for your message.

The email I previously submitted is the document on which I based my understanding that I was allowed to continue using account 19115272.

In that email, Marathonbet informed me that account 19115272 would remain available for use and that the other account would be closed.

I do not have any additional documents stating this because all communication regarding this matter was conducted by email during the verification process.

Furthermore, after sending this email, Marathonbet continued the KYC/AML verification process, repeatedly requested additional documents, reviewed them, and never informed me that account 19115272 was prohibited or that any winnings could be confiscated.

For this reason, I reasonably understood that the duplicate account issue had been reviewed and resolved and that I was permitted to continue using account 19115272.

Kind regards, Oleh

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.

Dear yatsik13,

I have tried to contact the casino repeatedly but have 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 Resolvo Curaçao – an alternative dispute resolution service (www.resolvocuracao.com) specified in the casino's terms and conditions under the section 6.15. Claims and Disputes and submit a complaint to them. It collaborates with the Gaming Authority and might have better options and tools to help players. Please let me know how the ADR responded if you if they were able to help you at michal.k@casino.guru. I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru

We’ve reopened this complaint at the request of Marathonbet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

We have received the following response from the casino:

Hello Michal,

Using the specified ID, we found a client from Ukraine (not Costa Rica). The player had a large number of sports betting, because of which documents were requested from him. He played quite a bit in our Casino (screenshot below). We also find absolutely no cancellations on Casino bets with this player.

Best regards,

Marathonbet Casino

Dear yatsik13,

I would appreciate your comments on the above. Please let me know your thoughts at your earliest convenience.

Dear yatsik13,

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.

Hello Michal,

Thank you for sharing Marathonbet's response.

Unfortunately, I believe their response does not address the main issue of my complaint.

I never disputed that Marathonbet requested KYC/AML verification or that I am from Ukraine.

My complaint is about the fact that Marathonbet explicitly informed me that I was allowed to continue using account 19115272. After that, they continued the verification process, requested numerous additional documents, accepted all of them, and only then decided to close my account and confiscate my winnings.

The response from Marathonbet does not explain why they first confirmed that I was allowed to continue using account 19115272, but later changed their decision after the verification process had been completed.

They also state that no casino bets were voided. However, this is not the issue I raised. The issue is that my winnings were confiscated after Marathonbet had already confirmed that I could continue using my account and after I had fully cooperated with every verification request.

I kindly ask Marathonbet to answer the original question raised in this complaint: why was I explicitly allowed to continue using account 19115272, only for my winnings to be confiscated afterwards?

Thank you.

Kind regards,

Oleh

Dear yatsik13,

Thank you for your response.

I understand your point. However, as is often the case during an investigation, additional information and evidence regarding potential rule violations may come to light during the review process. Therefore, the fact that you were permitted to continue playing using account 19115272 does not necessarily mean that your actions or gameplay were in full compliance with the applicable rules.

I am not in a position to provide a conclusion at this moment, as I am currently awaiting further information and evidence from the casino. However, it has been indicated that additional discrepancies have once again been identified in relation to your sports betting activity.

As we have previously discussed on several occasions, if the issue does turn out to be related to sports betting, I will have to reject this complaint and you would need to take it up with a service that handles sports betting disputes.

Dear Marathonbet Casino,

I have replied with some additional questions and look forward to receiving your response, along with the relevant evidence.

It would also be very helpful if you could take a moment to respond to the player's questions directly.

Dear Marathonbet Casino,

Thank you for your response.

Kindly forward the supporting evidence relating to the above-mentioned matter directly and securely to me at michal.k@casino.guru for an independent review.

Dear Michal,

I would like to draw attention to several important inconsistencies in Marathonbet's position.

The company claims that my first account was blocked due to arbitrage betting and that the second account was created to circumvent the restrictions. However, this information is untrue.

My first account wasn't blocked. I had access to it and could log into my personal account. I didn't receive any notifications about my account being blocked, closed, or prohibited from creating a new account. Therefore, I had no reason to believe that using another account circumvented any restrictions.

I'd also like to point out that if the first account had indeed been blocked or restricted, the company should have notified me of this in advance. Instead, the second account was registered, used, passed verification, the company accepted deposits, and didn't report the violation until the moment I requested a withdrawal.

I request Marathonbet to provide evidence of its claims:

- the date of blocking the first account;

- a notification that was sent to me about blocking or restrictions;

- the basis on which the company believes that the second account was created specifically for the purpose of bypassing restrictions.

I did not create a second account to circumvent the rules, as I was not notified of any current restrictions or prohibitions on registering a new account.

Please consider the situation taking these circumstances into account.

Уважаемый Михал,

хочу обратить внимание на несколько важных несоответствий в позиции Marathonbet.

Компания утверждает, что мой первый аккаунт был заблокирован из-за ставок на арбитражные ситуации и что второй аккаунт был создан с целью обхода ограничений. Однако данная информация не соответствует действительности.

Мой первый аккаунт не был заблокирован. Я имел к нему доступ и мог войти в личный кабинет. Мне не поступало никаких уведомлений о блокировке аккаунта, его закрытии или запрете на создание нового аккаунта. Поэтому у меня не было оснований считать, что использование другого аккаунта является обходом каких-либо ограничений.

Также хочу отметить, что если первый аккаунт действительно был заблокирован или на него были наложены ограничения, компания должна была уведомить меня об этом заранее. Вместо этого второй аккаунт был зарегистрирован, использовался, проходил проверки, компания принимала депозиты и не сообщала о нарушении до момента запроса вывода средств.

Прошу Marathonbet предоставить подтверждение своих утверждений:

- дату блокировки первого аккаунта;

- уведомление, которое было отправлено мне о блокировке или ограничениях;

- основание, по которому компания считает, что второй аккаунт был создан именно с целью обхода ограничений.

Я не создавал второй аккаунт для обхода правил, так как не был уведомлён о каких-либо действующих ограничениях или запрете на регистрацию нового аккаунта.

Прошу рассмотреть ситуацию с учётом этих обстоятельств.

Dear Michal,

In our previous response, we emphasized the need to maintain the confidentiality of the details. Please make the previous response non-public, as it is intended for the resource administration only.

During the conversation, the player independently confirmed the creation of a second account ID 19115272 in our company. This action by the player violates clause 1.4.4 of the company's rules. All subsequent measures taken by us were in strict accordance with the rules that the client had read and agreed to during registration. As a result, all bets were canceled, and the initial deposit was fully refunded to the player.

Best regards,

Marathonbet Casino

Dear Michal,

Marathonbet's response raises serious questions as it contradicts their previous correspondence with me.

The company cites the mere fact of creating a second account as grounds for voiding bets. However, Marathonbet representatives previously informed me that I could use account ID 19115272 as my only account, and that the other account would be closed. Based on this, I had every reason to believe the issue had been resolved by the company itself.

Now Marathonbet claims that creating account 19115272 is itself a violation, even though they previously allowed me to continue using this account. These two positions contradict each other.

Please pay attention to this discrepancy and request an explanation from Marathonbet as to why the use of account ID 19115272 was initially permitted, but then this same circumstance became the basis for confiscation of winnings and cancellation of bets.

Уважаемый Михал,

ответ Marathonbet вызывает серьёзные вопросы, поскольку он противоречит их предыдущей переписке со мной.

Компания ссылается на сам факт создания второго аккаунта как на основание для аннулирования ставок. Однако ранее представители Marathonbet сообщили мне, что я могу использовать аккаунт ID 19115272 как единственный аккаунт, а другой аккаунт будет закрыт. Исходя из этого, у меня были все основания полагать, что вопрос урегулирован самой компанией.

Теперь Marathonbet утверждает, что создание аккаунта 19115272 само по себе является нарушением, хотя ранее они фактически разрешили мне продолжить использование именно этого аккаунта. Эти две позиции противоречат друг другу.

Прошу обратить внимание на данное несоответствие и запросить у Marathonbet объяснение, почему сначала использование аккаунта ID 19115272 было разрешено, а затем это же обстоятельство стало основанием для конфискации выигрыша и аннулирования ставок.

Dear Marathonbet Casino,

While I fully acknowledge that creating and using multiple accounts is generally prohibited in basically all online casinos, I would like to draw your attention to the fact that, in this instance, the player was apparently advised by your team that they could continue using account ID 19115272.

As long as no issues were identified with the player's conduct in that account, I struggle to see a valid justification for withholding their winnings. The other account (2307020) was no longer in use, and all regular activities – including deposits, gameplay, and verification – were carried out through account 19115272, which you yourself permitted the player to use.

In light of this, I would kindly ask you to reconsider your position and process the player's winnings accordingly. Alternatively, if your investigation has revealed any violation of your rules related to account 19115272, please forward the relevant information and evidence to me for an independent review at michal.k@casino.guru.

Dear Michal,

We have sent a letter to your email with details of the situation that we cannot disclose publicly.

Best regards,

Marathonbet Casino

Hello yatsik13,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Marathonbet Casino,

Thank you for your email. I have sent a response with further inquiries and am looking forward to your reply.