Marsbet Casino - Η ανάληψη του παίκτη καθυστερεί λόγω μπλοκαρισμένου λογαριασμού.

I have been a Marsbet customer for more than 5 years.

Due to Marsbet migrating to a new platform, I was required to complete re-verification.

All requested documents were uploaded immediately and most of them were reviewed very quickly.

However, one document remains intentionally left "under review" without any explanation.

As a result, my account has been under verification for over 30 days.

Because of this:

- My withdrawal is blocked

- My balance of 66 USD is frozen

- Support gives only generic replies like "please wait" and "your request is forwarded"

- No clear deadline or reason for the delay is provided

I have contacted live chat and email support multiple times.

Live chat redirects me to email.

Email replies contain only template responses and no resolution.

I believe this is an unreasonable and excessive verification delay and a deliberate stalling tactic to withhold player funds.

I request CasinoGuru’s assistance to:

- force Marsbet to complete verification

- unblock my account

- release my funds without further delay

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 yatsik13,

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 can 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.

To clarify your case:

• Do I understand correctly that you are currently unable to log in to your account?
• Have you provided the required document currently under review in the correct format?
• Approximately how long did it take the casino to verify your previous documents?
• Can you confirm the dates on which you submitted the documents for re-verification and when you requested the withdrawal?

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

Petra

I can log into my account now.

I provided all the required documents. This was confirmed in the support chat. They didn't ask for any other documents.

All previous documents were checked within an hour.

The last document I uploaded was on December 24, 2025.

I can't create a withdrawal request. I tried to do so, but it's being rejected because verification isn't complete and it's still pending.

В данный момент я могу войти в аккаунт.

Все документы которые требовались я предоставил. Это подтвердили в чате поддержки. Больше документов никаких не требовали.

Все предыдущие документы проверялись в течении часа.

Последний загруженный мной документ был 24 декабря 2025 года.

Запрос на вывод средств я не могу создать. Я пытался создать, но мне отказывают так как верификация не завершена и она все никак не заканчивается.

Thank you, dear Casino Gurus, my problem has been resolved. After all the public complaints, my account has finally been verified. Thank you for your help.

Спасибо, уважаемые Казино Гуру, моя проблема решена. Наконец то после публичных жалоб мой аккаунт верифицировали. Спасибо вам за помощь.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear yatsik13,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Petra