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I want to make my withdrawals, these have been approved, however the payment deadline has passed and they indicate that they are waiting for confirmation from the payment operator.

I have made withdrawals before and after the issue and without problems.

Quiero hacer mis retiros, estos fueron aprobados, sin embargo ha pasado el plazo de pago he indican que están a la espera de confirmación del operador de pago.

He realizado retiros anteriormente y posterior al problema y sin inconvenientes.

Dear Luis2021,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm that you have passed the KYC verification?
• When did you request these particular withdrawals that appear 'approved' in your account?
• Have you accumulated your winnings with the help of a bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas, regarding your questions:

They have not requested any type of verification and I have already received other payments. Request withdrawals from 02-05-2024. And the profit has not been accumulated by bonus.

Additionally, I made a minor withdrawal on Saturday, which was executed in less than 24 hours to my account without any problem.

Hola Tomas, respecto a tus preguntas:

No me han solicitado ningún tipo de verificación y ya he recibido otros pagos. Los retiros los solicite a partir del 05-02-2024. Y la ganancia no ha sido acumulada por bono.

Adicionalmente, he realizado un retiro menor el día sábado, el cual se ejecutó en menos de 24 horas a mi cuenta sin ningún problema.

Could you please forward the correspondence you received from the casino to my email at tomas@casino.guru?

Can you please share a screenshot of the withdrawal history found in your casino account? You can post it here or please send it to my email as well.

I'll await your reply.

Hello Tomas, I just sent the requested information by email:

-Correspondence sent by casino to my claim.

-History of transactions and withdrawals from my MelBet account.

Stay tuned.

Greetings

Hola Tomas, acabo de enviar la información solicitada por correo:

-Correspondencia enviada por casino a mi reclamo.

-Historial de transacciones y retiros de mi cuenta MelBet.

Quedo atento.

Saludos

Thanks for your email.

Have you received any other responses from the casino, please?

Hello Tomas. Thanks for the reply.

Three days ago I received one of the four payments, the one that amounts to the lowest amount of $1,000,000, I am owed the other three for the highest amounts.

After that, the response has been the same every day: "Hello, dear user.

The specialists are still working on your case, please wait for the response.

We are at your service.".

It has been two weeks now where the situation has not been completely resolved.

I remain attentive if you need more information.

Thank you.

Hola Tomas. Gracias por la respuesta.

Hace tres días recibí uno de los cuatro pagos, el que asciende al monto menor $1.000.000, se me adeudan los otros tres por los montos mayores.

Posterior a eso, la respuesta ha sido la misma todos los dias: "Hola, estimado usuario.

Los especialistas siguen trabajando en su caso, espere la respuesta, por favor.

Estamos a la orden.".

Ya van dos semanas dónde la situación no se ha resuelto completamente.

Quedo atento si necesitas mayor información.

Gracias.

Thank you very much, Luis2021, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thanks, I'll be on the lookout for support.

Gracias, estaré atento al apoyo.

Dear Luis2021, 

My name is Katarina, and I will be assisting you in solving this case. Now, I would like to invite MelBet Casino representative to join this conversation. 

Dear MelBet Casino, could you please provide more information about this case? 

Looking forward to your reply, 

Katarina

We would like to ask the MelBet Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as 'unresolved' which may negatively affect its rating. 

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Luis2021, 

I am sorry to let you know, but the casino refused to communicate with us regarding this issue. Therefore, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

The casino can reopen this complaint anytime.

We’ve reopened this complaint at the request of MelBet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear MelBet Casino, could you please provide more information about this case?

Dear MelBet Casino,

yes, the information is correct.

Thank you for your patience while we conducted the investigation. After receiving the latest information from the team in charge, we have verified the following movements in the player account:

Withdrawal of February 5 for 1,750,000: Successfully processed on February 26, 2024.

Withdrawal of February 6 for 1,000,000: Successfully processed on February 21, 2024.

Withdrawal of February 7 for 1,812,475: Successfully processed on the same day, February 7, 2024.

Withdrawal of February 8 for 2,050,000: Successfully processed on the same day, February 8, 2024.

Withdrawal of February 10 for 23,364: Successfully processed on February 11, 2024.

Currently, the account does not reflect an available balance, with a balance of 0.

Regarding the amount For the specific transaction mentioned in the complaint, we did not find an exact record that matches it in our system. This could be because the withdrawal was initially made with a different amount or modified on a second attempt after the first attempt failed.

To clarify this point more precisely, we kindly ask you to provide us with:

Transaction ID.

Or, a screenshot showing the details of the withdrawal.

With this additional information, our team will be able to review the specific withdrawal and provide a response.

We appreciate your patience and look forward to your feedback to resolve this complaint.

Best regards,

Melbet team.

Dear MelBet Casino,

thank you for your message.

Dear Luis2021, 

could you please confirm whether you have received your funds?

Dear Luis2021,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

The whole issue has been resolved. Thanks to Melbet and Casino Guru.

Greetings!

Se solucionó todo el tema. Gracias a Melbet y Casino Gurú.

Saludos!

Dear Luis2021,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Katarina

Casino.Guru