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Marsbet – Payout problem with marsbet

Ruling

Found for the Player - Marsbet have returned this player's deposits but have failed to offer any explanation for non-payment of winnings.

It should be noted that Marsbet were entirely non-responsive to our repeated attempts to contact them about this issue.

Read our Marsbet Casino Review.

Player's Complaint

Hi,

I would like you to help me with an issue that I am having with the gaming site Marsbet.

I registered a couple of weeks ago and got a welcome bonus for the sport betting section. So I made a deposit of 100 EUR and got a bonus of 100 EUR. I placed 3 single bets on football (champions league, europa league and premier league) and I won all 3. My balance was now about 3000 EUR and I had completed the wagering of the bonus. I verified my account by sending photos of my ID, proof of address and credit card. I then made a withdrawal.

A few days later I tried to access my account on the site but I couldn’t. I contacted the support and they looked into the matter and replied one day later that my account was blocked because I was suspected for fraud. They had payed back my initial deposit and said that at least I hadn’t lost any money. I am 100% sure that I have not violated any rules because I always read the terms and agreements very carefully before playing at any site. So I answered them asking what I had done wrong and they said that I had violated their terms and that there were nothing they could do. I demanded to know exactly what I had done wrong, telling them that they cannot close my account without grounds and from this point they stopped answering my emails. They actually have in their terms and agreements that they could close accounts and confiscate the balance when they have PROOF of abuse or fraud, but they refuse to send me any information about what I have done wrong. So I sent another email where I threatened to report them and a few days later they answered me that they had completed their investigation and that my deposit and my winnings were going to be paid out to me that week (week 41).

The following week I still hadn’t got my money so I contacted them again on Monday 17th october asking them where the money was. They now replied that they could not say exactly when my money was going to be paid out and that they had to check if there had been a mistake with the withdrawal. Apparently they had to start a new investigation for the withdrawal ”if and when the money was going to be paid out”. I now lost my patience and replied that I have to report the site if they do not give me my money. Since then they have not been answering my emails, I have sent two additional emails with no answer. I now need help with how to proceed with this matter.

So, can you please get me my money back? I have done nothing wrong and you cannot treat your customers like this. 3000 euro is a lot of money for me and i feel cheated. My username at the site is [EDIT] and I used this email address when I registered.

Regards,

[EDIT]

Read the casino review

16 Responses

ThePOGG
Oct 30, 2016

Hi aleolo79 - welcome to ThePOGG.com!

Before I go any further I need you to confirm the url of the site you played with? There are a couple of operators using similar names and I need to ensure we're contacting the right one.

Thanks,

ThePOGG

aleolo79
Nov 04, 2016

I emailed you the URL but I haven't heard from you, did you get it? If you got the URL, have you heard anything from Marsbet?
Regards,
[EDIT]

aleolo79
Nov 09, 2016

I am sorry to hassle you but I still haven't heard from you. Are you still looking into my case?
Thank you,
[EDIT]

ThePOGG
Nov 10, 2016

Hi aleolo79,

We're still making efforts to contact MarsBet but at the present time we've had no response. I'll let you know as and when I hear something.

Thanks,

ThePOGG

aleolo79
Nov 22, 2016

Hi again,

Just an update:
I've been in contact with Marsbet again and apparently they've made 4 transactions to my Skrill account, even though I do not have one. I got emails from Skrill stating that I could get my money if I registered with them and verified my email. I did that right away but haven't seen any money yet. The transactions were together 1594 euro, which is about half of what they owe.

ThePOGG
Nov 23, 2016

Hi aleolo79,

I'm glad to hear that you've had a response from MarsBet. Unfortunately we have not. I'll keep trying for the time being, but I think it's unlikely we'll hear from the operator at this point.

I'd appreciate it if you would keep us informed if you do receive any of your funds.

Thanks,

ThePOGG

ThePOGG
Dec 05, 2016

Hi aleolo79,

We've still had no response from this operator. Have you had any success getting paid?

Thanks,

ThePOGG

aleolo79
Dec 05, 2016

Hi again,

No money yet, the money they sent to skrill are back with them. They are really slow to respond to me too. The last reply I got was 23/11, since then I have sent 3 emails without any reply. I am emailing the swedish support and a guy called [EDIT], I would appreciate if you could contact them directly as well. I believe that this email is better than the regular support-mail.
The email is:
[email protected]

Thank you once again!
[EDIT]

aleolo79
Dec 06, 2016

Hi again,

I just recieved 500 EUR as a first payment. I will keep you updated.

/Alexander

ThePOGG
Dec 07, 2016

Hi aleolo79,

Thanks for the update - I'll drop that email address a request, but it looks like payment will ultimately come through by itself.

Please keep us updated!

ThePOGG

aleolo79
Dec 16, 2016

Hi again,

I just recieved another 2000 euro from Marsbet. So now there is only 500 euro left before I have all my money.

[EDIT]

ThePOGG
Dec 19, 2016

Hi aleolo,

That's great news. Still no response to us, but I'm really glad to hear you're receiving your funds!

Thanks,

ThePOGG

ThePOGG
Jan 02, 2017

Hi aleolo,

Have you received you last €500?

Thanks,

ThePOGG

aleolo79
Jan 03, 2017

No, still waiting...
[EDIT]

ThePOGG
Jan 20, 2017

Hi aleolo,

I'm checking in again to see if the final €500 has come through? We've been unable to get a response from MarsBet.

Thanks,

ThePOGG

ThePOGG
Jan 30, 2017

Hi aleolo,

If we haven't heard back from you by Friday the 4th of February I'll assume you've received your final €500 and close this complaint.

Thanks,

ThePOGG

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