Marathonbet Casino - Hráčův účet byl zablokován a jeho výhry byly zabaveny.

Hello,

This casino is doing everything to not pay winnings, delay kyc process and reject documents with no reasonable reasons.

My account with 661EUR balance got blocked and force to pass verification, They requested from me 2 ID documents and address proof, I provided them ID card, Driver license and bill.

First they rejected my Driver license due " document is expired " when it is valid untill 2029 and requested other document. After explanation document is still valid they requested from me, selfie with last mail opened on any device, which I provided too.

All documents they requested, were provided so far but

2 days ago I got mail that they block my account.

After rejecting valid document due "expiration" I think they just don't want to accept my kyc and pay me winnings.

Dear hrvpro,

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

Could you please forward me the email you received from the casino after your account was blocked? My email address is veronika.l@casino.guru.

Have any of your documents been successfully verified?

Could you kindly specify what types of games you played? Were they slots, live casino games, or did you participate in sports betting?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello

Today I got email that they closed my account in accordance with Paragraph 1.4.5

Regarding your questions

All documents were provided but there was no return information if they were verified.

I was betting on sports.

I don't understand this decision, I followed everything they required, I didn't violated any of those terms in my opinion and I would never even think about it.

Is there any chance of recovering the full balance amount over this dispute?

I have checked the Terms and Conditions, and this is what I found under Paragraph 1.4.5:

It is each individual customer’s responsibility to ensure that the personal details provided at registration are correct. Marathonbet.com reserves the right to close, suspend and void, fully or partially, any bets if the personal details provided are found to be incorrect.

Could you please confirm if the personal details you submitted during registration are the same as the personal details on your identity documents and utility bills?

Could you kindly forward me the documents you sent to the casino for verification? My email address is veronika.l@casino.guru.

Hello

I think everything was correct, if there was any missmatch between documents and account data then It was not done on purpose and I'm not even aware of that.

but I would like to remind that their verification has been saying that my driver license was expired when it is still valid for next few years so it is kinda weird reason of the closure and even verification problems.

I sent you an email with all documents that were uploaded to marathonbet.

Thank you very much, hrvpro, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear hrvpro,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Marathonbet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Marathonbet Casino,

Could you please provide detailed information about this case and clarify the reasons behind the closure of the player's account and the forfeiture of their winnings? Additionally, could you specify which personal details provided by the player were found to be incorrect, leading to the account closure in accordance with Paragraph 1.4.5 of the Terms & Conditions?

Thank you in advance for your response!

Best Regards,

Kubo

Dear Kubo,

During the verification procedure, the client provided forged documents (every single one of them). For this reason Marathonbet decided to close the client's game account in accordance with clause 1.4.5 of the Rules.

Dear Marathonbet Casino,

Thank you for your clarification. I kindly request that you provide evidence to support your claims. Without appropriate proof, we are unable to reach any conclusions. Please send the relevant documents to my email address at jakub.m@casino.guru.

Thank you for your cooperation.

Dear Kubo,

A reply with the company's position has been sent to your e-mail.

Dear Marathonbet,

Thank you for your message.

Dear hrvpro,

The casino is unable to provide any details regarding your case due to their Privacy policy. To gather the necessary additional information and evidence, we require a notarized power of attorney signed by you. This will enable us to assist you further.

If you agree to this process and are willing to provide a notarized power of attorney, I will send you the form via email. Please be aware that notary or solicitor services typically incur additional costs, which you will need to cover, as they are generally not free. Without the power of attorney, our ability to assist you will be extremely limited.

Please let me know if you wish to pursue your case further.

Dear hrvpro,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate this case further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Best Regards,

Kubo