Marsbet Casino - Hráčský účet a výhry byly zabaveny.

Dear Marsbet Casino representatives,

I am writing to express my dissatisfaction and deep disappointment regarding your recent decision to shut down my account on your platform, which contained a substantial balance of 24,426.50 reais. Such action was taken without providing any plausible justification (I was informed my account data did not match with my document data and therefore, my account was cancelled and my funds were erased). This has left me feeling extremely disheartened and I have experienced considerable loss as a result.

During my time as a Marsbet Casino customer, I have always complied with all established guidelines and policies, acting according to the terms and conditions of the service. There has never been any violation or incident on my part that warrants such a drastic step of terminating my account and confiscating the funds therein.

Furthermore, the lack of transparency and communication from the Marsbet team is regrettable. I was not informed beforehand about any irregularities related to my account that could possibly lead to its cancellation. This situation, therefore, seems even more unjust and disrespectful.

I demand a detailed explanation for this abrupt decision, as well as the immediate restitution of the balance that was in my account at the time of cancellation. This substantial amount belongs to me legitimately and legally, and I will not accept any attempt to deny me this right.

If a satisfactory resolution to this issue is not reached, I am prepared to take legal measures to protect my interests and seek appropriate compensation for the damage caused by Marsbet Casino's negligent and unfair conduct.

I expect that this matter will be treated with the seriousness and urgency that it deserves and that measures will be taken to prevent similar situations from occurring in the future, adversely affecting other customers.

I eagerly look forward to a prompt and satisfying response.

Yours sincerely.

Prezados responsáveis pelo Marsbet Casino,

Escrevo para expressar minha insatisfação e profunda decepção com a recente decisão de cancelarem minha conta em vossa plataforma, onde detinha um saldo considerável de 24.426,50 reais. Tal medida foi tomada sem qualquer justificativa plausível (Informaram que os dados de meu documento estavam diferentes dos dados da conta e por isso a cancelaram e deletaram os fundos), deixando-me extremamente frustrado e prejudicado.

Ao longo do tempo em que fui cliente do Marsbet Casino, sempre cumpri com todas as diretrizes e políticas estabelecidas, agindo de acordo com os termos e condições do serviço. Nunca houve qualquer incidente ou violação por parte da minha parte que justificasse a ação drástica de encerrar minha conta e confiscar os fundos nela depositados.

Além disso, a falta de transparência e comunicação por parte da equipe do Marsbet é lamentável. Não fui informado previamente sobre quaisquer irregularidades na minha conta que pudessem resultar no seu cancelamento, o que torna essa situação ainda mais injusta e desrespeitosa.

Exijo uma explicação detalhada para essa decisão abrupta, bem como a restituição imediata do saldo que estava presente na minha conta no momento do cancelamento. Trata-se de uma quantia significativa que me pertence legítima e legalmente, e não aceitarei qualquer tentativa de negar-me esse direito.

Caso não haja uma resolução satisfatória para este problema, estou disposto a tomar medidas legais para proteger meus interesses e buscar a compensação adequada pelos danos causados pela conduta negligente e injusta do Marsbet Casino.

Espero que esta questão seja tratada com a seriedade e urgência que merece, e que medidas sejam tomadas para evitar que situações semelhantes ocorram no futuro, prejudicando outros clientes.

Aguardo ansiosamente por uma resposta rápida e satisfatória.

Atenciosamente.

Dear contatovoguebet,

You reached Casino.Guru, an independent online casino database that mediates issues players have with online casinos through the Complaints Resolution Centre.

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

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

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Could you please share 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 very much in advance for your reply.

Best regards,

Tomas

Dear contatovoguebet,

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 further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.