Marsbet Casino - Povlačenje igrača je odloženo.

I can't withdraw money from this site for 2 months.

In September I registered and placed a couple of bets.

I wanted to withdraw my funds, but they told me to go through the verification process. I provided all the documents, and now I've been waiting for them to be verified for two months now.

How long can this go on?!

How long do you have to look at my documents? You can do everything there in 5 minutes!

They just don't want to give me my money!

Я не могу вывести деньги с этого сайта уже 2 месяца. 

в сентябре я зарегистрировался, поставил пару ставок. 

Хотел поставить на вывод, мне сказали пройти процедуры верификации, я предоставил все документы, и вот уже 2 месяца я просто жду их проверки..

Сколько это может продолжаться?!

сколько можно смотреть мои документы, там за 5 минут можно всё сделать !

Они просто не хотят отдавать мои деньги !

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.

Dear ArtemK1998,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided and when exactly did you send the last one?
• Is casino communicating with you, please?
• Is your player's account accessible to you, please?

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,

Katarina

The documents are in the screenshot + I also sent a deposit confirmation

The casino is communicating with me, 2 months have passed since the last document was sent.

Yes, I have access to the account.

I understand that the KYC procedure cannot be avoided, but 2 months is too much.

Документы вот на скриншоте + еще отправлял подтверждение депозита

Казино со мной общается, с момента отправки последнего документа прошло 2 месяца.

Да, у меня есть доступ к аккаунту

Я понимаю что без процедуры KYC не обойтись, но 2 месяца это перебор.

Dear ArtemK1998

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, Jana (jana.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,

Katarina

Dear ArtemK1998,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Marsbet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

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.

They stopped responding to my emails

они перестали отвечать мне на сообщения по почте

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 Authority (https://www.gamingcontrolcuracao.org/ and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana