MelBet Casino - Kasino pidättää pelaajan talletuksen.

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Hello,

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.

• Have you not received the deposit in your casino account at all, or only the sum of 3000 INR?
• Could you please share details about the deposit process in this casino? Do you need to manually enter the amount you wish to deposit?
• Have you had the opportunity to contact the casino's customer support regarding this matter?

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,

Attila

Thank you for your reply and for providing the additional details.

In order for me to assess the situation properly, could you please forward your communication with the casino regarding this deposit issue, including any emails or chat transcripts related to this complaint?

Additionally, please send a complete bank statement in PDF format covering the relevant period, showing the transaction in question as well as confirming that the funds were not subsequently returned to your account.

You may send these documents to my email at attila.g@casino.guru.

Thank you in advance for your cooperation.

I look forward to your reply.

Best regards,

Attila

Dear Deep567,

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.

Hi Attila, I have already sent the complete bank statement in PDF format and all the requested chat transcripts to your official email (attila.g@casino.guru) on June 16. Could you please check your inbox and confirm? Let me know if you need me to resend anything."

Dear Deep567,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Deep567,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from MelBet Casino to join this conversation and assist in addressing the complaint.

Dear MelBet Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear Stefan,

According to the information provided by the relevant team, the deposit attempt was unsuccessful.

The user mentioned that they have already submitted their bank statement and supporting documents. Deep567, could you please clarify through which support channel you submitted this information (live chat, email, or another channel)?

We appreciate your cooperation and look forward to your reply.

Dear MelBet Casino,

Thank you for your response.

The player has now provided additional documentation, including the final response from their bank and transaction records related to the disputed payment.

Could you please review the submitted documentation and let us know whether it is sufficient to confirm that the payment was successfully processed? If not, we would appreciate it if you could explain what specific information is still missing or why the provided evidence is considered insufficient.

I look forward to your response.

Dear Deep567 and Stefan,

According to the information provided by the relevant team, the submitted bank statement has been identified as edited.

To continue with the investigation, Deep567, please provide a video showing you logging into your banking application and showing all transactions up to the date on which the corresponding deposit was made.

Once this information is received, the relevant team will be able to continue reviewing your case.

Dear Deep567,

Thank you for your response and for providing the requested video evidence.

Dear MelBet Casino,

Could you please review the video provided by the player and update us on the current status of the investigation? We would appreciate your comments regarding the evidence submitted and whether it is sufficient to proceed further with the case.

I look forward to your response.

Dear Deep567 and Stefan,

We can confirm that the requested video has been received and forwarded to the relevant team. The submitted information is currently under review as part of the ongoing investigation.

At the moment, we are awaiting further feedback from the responsible department. Once an update becomes available, we will share it with you.

Dear MelBet Casino,

Thank you for your response and for your continued cooperation.

We appreciate the update. Please keep us informed of any developments and let us know the outcome of the review as soon as feedback from the relevant department becomes available.

I look forward to your response.

Dear Deep567 and Stefan,

We apologize for the delay in receiving feedback from the relevant team.

We are still awaiting further information regarding this case and will keep you informed as soon as we receive any updates.

Dear MelBet Casino,

Thank you for your response and for your continued cooperation.

We appreciate the update. We kindly ask you to keep us informed regarding the progress of the review and to provide us with the outcome as soon as you receive feedback from the relevant department.

We understand that internal investigations may take some time; however, we would appreciate it if you could help expedite the process so that this complaint can be resolved without unnecessary delay.

I look forward to your response.

Dear Deep567 and Stefan,

According to the latest update from the relevant team, the provider informed us that the deposit was unsuccessful. If the funds were debited from the player's account, the player is advised to contact their bank or wallet support so they can locate the transaction and determine the status of the funds.

Dear MelBet Casino,

Thank you for your response and the information provided.

Dear Deep567,

Thank you for the update.

According to the latest information provided by the casino, their payment provider has confirmed that the deposit was unsuccessful. However, based on the documentation you have already submitted, it appears that your bank maintains the transaction was successfully processed.

Could you please contact your bank once again and specifically ask them to trace the transaction using the RRN/reference number and provide written confirmation of the final destination of the funds? In particular, we would appreciate confirmation of whether the funds were returned to your account or successfully settled to the beneficiary bank/account.

Once you receive this information, please share it with us so that we can continue investigating the matter.

I look forward to your response.

Thank you for the update.

​I have already provided the transaction RRN to my issuing bank (Kotak Mahindra Bank). However, the bank has formally communicated that after an internal review, they are unable to issue any manual destination trace report at this stage. The case is now officially pending a final formal verdict from the RBI Banking Ombudsman (Complaint Ref No: N202627020001475).

​Since the matter is currently under active investigation with the regulatory banking authority (RBI), I kindly request you to keep this complaint ticket open until the official verdict is issued.

​As soon as I receive the final order or destination trace details from the RBI Ombudsman, I will share the documentation here immediately to proceed with the resolution.

Dear Deep567,

Thank you for your response and for the update.

We appreciate you keeping us informed about the progress of your case. We understand that the matter is currently under investigation by the RBI Banking Ombudsman and that you are awaiting their final decision.

We will keep the complaint open for the time being. Once you receive the final verdict or any additional documentation, such as the destination trace details, please share it with us so that we can continue reviewing your complaint.

We look forward to your update.

Dear Stefan,

​Thank you for keeping the complaint open.

​The matter is still under active review with the Banking Ombudsman, and I am expecting the final decision/verdict within the next 5 to 6 days.

​As soon as I receive the official order or trace documentation from the Ombudsman, I will immediately share it here. Kindly extend the timer and keep the thread active.

​Best regards,

Deep567

Dear Stefan,

I have received the official final investigation response from my bank via the RBI Banking Ombudsman portal (attached as Annexure_5_Final_customer_Response.pdf).

Key official findings confirmed by the bank:

Successful Transaction: The bank confirmed that INR 30,000 was successfully debited and processed to the beneficiary acquiring bank via UPI on May 21, 2026.

Rejection by Beneficiary Bank: My bank initiated both a Chargeback (27-May-2026) and a Pre-Arbitration request (09-June-2026), but both were explicitly REJECTED by the beneficiary/receiving bank (on 05-June and 15-June respectively).

Final Status: The funds are not stuck in transit or with the remitting bank. The transaction was successfully completed on the banking side, and the remitting bank cannot perform a reversal without the beneficiary merchant's consent.

Please review this attached official banking document and request the MelBet team to verify the RRN with their payment acquirer to credit the INR 30,000 to my casino account.

Best regards,

Deepanshu (Deep567)

"I am attaching the latest Live Chat transcript with MelBet support. As seen in the screenshot, the support agent falsely claimed that the amount was refunded, but failed to provide any ARN/RRN or refund transaction proof. Furthermore, this contradicts the official RBI/Bank report which proves their acquiring merchant REJECTED the chargeback and retained the funds. After being asked for proof, the agent closed the chat without resolving the issue."

Dear MelBet Casino,

Could you please comment on the situation?

The player has provided us with documentation indicating that the funds were successfully delivered to the casino's bank account. Therefore, we kindly ask you to either refund the payment to the player or credit the funds to their casino account.

Thank you for your understanding and cooperation. I look forward to your response.

Hi Stefan,

I have received the final official order from the RBI (Reserve Bank of India) Ombudsman today regarding this transaction.

The central bank's investigation explicitly confirms that the funds (30,000 INR) were successfully debited from my account and CREDITED to the beneficiary bank account (Jammu & Kashmir Bank) of the casino's merchant on the exact same day (21.05.2026).

The bank even placed a lien on the merchant's account for debit consent, but the merchant retained the funds. This officially and legally proves that the money is held by MelBet's processing merchant.

Attaching the official RBI Ombudsman closure order for your rev

Dear Deep567 and Stefan,

We have checked the payment again with the relevant team. According to the payment provider, the funds from the transaction were not received. Therefore, we are unable to credit the amount to the player’s account or process a refund from our side.

Unfortunately, this is the information currently provided by the payment provider regarding the transaction.

Dear Stefan,

MelBet is providing a generic, dismissive response without any proof. They claim their "payment provider" didn't receive the funds.

However, I have already attached the official Order from the Reserve Bank of India (RBI) Ombudsman, which is the highest banking authority in my country. This order officially confirms that the funds WERE successfully credited to the merchant account at J&K Bank on 21.05.2026.

If MelBet claims the funds were not received, I demand they provide proof from their payment processor, not just a verbal claim. The RBI order is an official government investigation document and it overrides any claims made by their payment provider. I request you to hold MelBet accountable for these funds as they are clearly held in their merchant account

Thank you for your response and continued cooperation.

We understand that you have provided documentation regarding the outcome of the investigation and the disputed transaction.

To allow us to verify the authenticity and full context of the communication you received, could you please forward us the complete original email, rather than only a screenshot of it?

You can forward the email directly to me at stefan.m@casino.guru.

Once I receive it, I will review the information and we can proceed with the investigation accordingly.

Thank you for your cooperation.

I look forward to your response.

Hi Stefan,

I have successfully forwarded the complete original email containing the official RBI investigation response and the attached document directly to your email address (stefan.m@casino.guru).

Please check your inbox, and let me know once you have verified it so we can proceed further with the investigation against MelBet.

Best regards,

Deepanshu