Marsbet Casino - El jugador tiene problemas para completar la verificación de la cuenta.

I used all my documents, a verified account, but they don't withdraw the earnings, they ask to send proof of residence and I send them not to approve, since the same data provided to them are the ones I use in Betano and there I had no problems withdrawing the earnings.

Usei todos os meus documentos conta verificada mais não saca os ganhos pede pra mandar comprovante de residência e eu mando não aprova sendo que os msm dados fornecido a eles são os que uso na betano e lá não tive problemas algum para sacar os ganhos

Dear sandronogueiraalex,

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 are able to 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.

Could you please advise which document you provided as proof of your residence? Did the casino inform you why it wasn't approved? Do I understand correctly that the casino approved the rest of your documents?

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,

Kristina

electricity bill in my name

Conta de luz em meu nome

After I gave up and spent all the money I was going to withdraw, I sent the photo again and it was approved, but when I went to withdraw it I tried about 40 times the same photo and it did not approve.

Depois que desisti e gastei todo o dinheiro que eu ia retirar mandei novamente a foto aí aprovou sendo que quando fui para retirar tentei umas 40 vezes a msm foto e não aprovava aí quando zerei a banca mandei novamente aí aprovou em 2 minutos

Thank you for your reply, sandronogueiraalex. Do I understand correctly that you have lost all your winnings? Is there any remaining balance in your account?

Now I didn't play everything since I just lost the investment and couldn't withdraw the winnings now I don't play on the platform anymore because to deposit and at the time when and to withdraw it doesn't work so and that MT thank you guys there and that platform for me is gone no I spend another 1 real

Agora não joguei tudo já que só perdi o investimento e não consegui sacar os ganhos agora não jogo mais na plataforma pois para depositar e na hora quando e para retirar não dá então e isso MT obrigado a vcs aí e essa plataforma para mim já era não gasto mais 1 real

Sadly, since you have played/lost your winnings, I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings. We would really like to help, but it is impossible this time.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.