Mellstroy Casino - Player's account is closed without reason.

Blocked account without reason. Even though passport and selfie verification had been completed.

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Do I understand correctly that you had $400 (dispute value) in your casino account before you lost access to it?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Esport, slots, crash. I dont use bonuses. I had successfully made withdrawals and completed the initial KYC check. However, as often happens, they requested additional verification, and my account was blocked while I was in the process of completing it. First verfication was on november 2025 on screenshots.

Thank you very much for your reply, alterburn. Could you please clarify when exactly your account was closed?

Have you tried contacting the casino regarding this issue? Please forward all relevant correspondence between you and the casino to kristina.s@casino.guru. If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Hello. 4 march 2025

After that they stop respond me in chat and on email.

I would like to ensure that all the information in this thread is accurate. Could you please confirm the year once again? Was your account closed in 2025 or 2026? Thank you for the clarification.

March 2026 i have blocked in november 2025 i passed first verification. I apologize I noticed that I previously wrote March 2025, but the screenshot shows 2026.

Thank you for the clarification. We’re sorry, but we are unable to assist you with your request. Due to the amount of time that has passed since the incident you described—almost six months ago—we are no longer able to investigate the matter effectively. Our policy does not allow us to pursue cases that are considered "cold cases," as collecting evidence and reconstructing an accurate timeline becomes too difficult after such a period.

Due to the aforementioned reasons, we will now proceed to close this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.