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  • Marathon Bet Verification - Help Needed

    Right, here goes!

    I joined Marathon Bet in September this year. On 20th September I passed an initial origin of funds verification by providing a wage slip from my employer.

    I made withdrawals on 30th October of £1104.79 30/10 and 31st October of £198.00 that have been frozen pending what was described as a ‘random selection’ for proof of address verification. I in turn uploaded a copy of my drivers license and a recent credit card statement.

    It took Marathon Bet until 15th November to process the documents and provide a response. Instead of confirmation that my proof of address has been verified I received another email requesting further documentation but this time in regards to origin of funds verification AGAIN. The same process I completed on 20th September but this time requesting a bank statement for 1st October to 30th October.

    I sent them an email to complain about the delay and the fact that they were now requesting separate, unrelated documents that could have been requested before. Each time I communicate with them I receive the same generic answers that they are just following UKGC guidelines which I believe is not true. I also find it very strange that I am around £2000 up on Marathon bet so just six weeks later I am now being asked about origin of funds again. The funds have come from them!

    I refer to the below from the UKGC

    ‘When the gambling company is checking your identity for another reason, it can freeze your account until it has confirmed who you are. There is no time limit on how long it can do this for. However, if you have asked to withdraw funds from your account, the company must not demand that you provide additional information as a condition of releasing those funds, if they could have reasonably asked for that information earlier.‘

    To me this breaches the above guidelines that state a bookmaker should not demanding additional information as a condition of releasing funds if they could have reasonably done so earlier.

    My bank statements run from 26th of each month. Marathon have requested 1st to 30th October so I would have to wait until I receive that bank statement to send the further documents.

    I have now seen many similar situations in reviews of Marathon Bet using the tighter legislation to their benefit especially it seems against customers that have a positive net spend against them genuinely leaving me anxious about receiving my withdrawals and hoping you guys are able to provide me with some advice.

    Thanks


    Laurence

  • Hi Laurenzo,

    Please fill out the BMR complaint form https://www.bookmakersreview.com/player-complaints/ and we will try to assist you in the process.

    Comment


    • Hi Sandy, I submitted a complaint on 19th November. I’m yet to hear anything. Would it be normal to wait this long for an update? I sent an email to Brad on Friday 22nd just asking whether there was any advice for me in the situation as listed above.

      Thanks


      Laurence

      Comment

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