Marathonbet Casino - Выигрыши игрока были конфискованы.

Hello, I would like to file a complaint against marathonbet.com. I managed to gather couple thousand euro of winnings on their website, which resulted in a verification request which I passed. However, I was shocked to learn that they decided not to pay me my winnings under a false claim that I breached their terms of service. Please intervene and help me recover my full balance from marathonbet.com.

Dear adam333,

Thank you very much for submitting your complaint. I'm sorry to hear about the problem you encountered with Marathonbet Casino.

• To better understand your situation and assist you effectively, could you please provide us with more details regarding the specific terms of service that Marathonbet Casino claims you breached
• Were your winnings accumulated with or without an active bonus?
• Additionally, any documentation or correspondence related to your verification process and subsequent denial of winnings would be helpful for our investigation.

Please feel free to forward any relevant communication to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Petronela

Thanks for your help.

The explanation they gave was as follows:

"After a detailed investigation, we have taken the decision to close your account, as we have reasons to believe that it was not being used for genuine purposes. In accordance with our rules, the commission fees we have paid to process funds will be deducted from the remaining balance on your account. All winnings on your account will be cancelled."

I never took any bonus.

Hi adam333,

• Could you please advise how long ago you registered your account?
• Which games you’ve been playing (live casino games, slots, or sports betting)? 

Thank you.

I opened the account in April last year and it was closed recently. I played sports betting and live casino.

Hi adam333,

• Can you please confirm if your recent winnings were accumulated through playing slots or from sports betting?

Please be aware that if the issue concerning the closure of your account is related to sports betting, we will be unable to assist you.

Thank you.

The winnings are from live casino

Thank you very much, adam333, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you adam333 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Marathonbet Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Hello Peter!

This information is not for disclosure to the client, please.

(edited by casino guru)

Thus, it was decided to close the gaming account with the cancellation of all bets at the casino.

Thank you for the update Marathonbet Casino representative. Could you provide me with evidence of the violation of the rules to my email address? (peter.c@casino.guru) Thank you in advance for your cooperation!

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.

Hello Peter!

According to clause 1.4.5 of the Rules, the client is responsible for the accuracy of the information provided during registration of the gaming account. Marathonbet reserves the right to suspend or close the Participant's account, cancel bets in whole or in part if incorrect data is provided.

Thus, the company's management decided to close the client's gaming account due to the provision of false information during registration.

Thank you for the clarification Marathonbet Casino representative. I would still like to ask you if you could provide any evidence of the fraudulent information provided during verification for internal purposes. All information will be kept confidential. Please provide the information to my email if possible (peter.c@casino.guru) Thank you in advance for your cooperation!

Hello Peter!

The response on the situation has been sent to your email.

Thank you for providing the information Marathonbet Casino representative.

Dear adam333, the casino is unable to provide me with details about the case as it contains your personal information and regrettably, I'm unable to investigate further. I can only recommend you contact the Curaçao Antillephone N.V. (complaints@gaminglicences.com) 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. I am sorry I could not be of more help on this occasion.

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.