MelBet Casino - Pelaajan kotiutus on viivästynyt kolme kuukautta.

I am ([redacted] Melbet ID) submitting this complaint regarding a long pending withdrawal issue with Melbet involving an amount of LKR 50,000.

I requested the withdrawal through a Melbet cash agent ("Badulla, Hidagoda 24/7"), but the amount was never credited to my bank account. Since the beginning of this issue, I have fully cooperated with Melbet support and payment teams and submitted all documents they requested, including certified bank statements covering the relevant dates.

This issue has now remained unresolved for almost four months despite numerous follow-ups and repeated assurances that the matter was under investigation by their payment specialists.

During this period, I had to visit the bank multiple times during working hours and take leave from my employment in order to obtain certified statements and supporting documents requested by Melbet. The process has caused significant inconvenience and frustration.

I also experienced aggressive and unprofessional behavior from the cash agent involved while trying to resolve this issue.

Despite providing all requested evidence and maintaining communication through the same official support ticket, I still have not received a proper final resolution regarding the disputed withdrawal amount.

I respectfully request assistance in reviewing this matter and helping to obtain a fair resolution regarding the pending withdrawal.

I can provide:

Certified bank statements

Email communication history

Screenshots and supporting evidence

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Dear Yugandare,

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 fully understand the situation.

• Is your account fully verified?
• Have you accumulated your winnings with or without an active bonus?
• Have you made any successful withdrawals before with the cash agent?
• Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

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

Best regards,

Jean

Dear Jean,

Thank you for your response.

Please find my answers below:

1.My account is fully verified.

2.The winnings were accumulated without any active bonus. It was from normal betting activity using my real balance.

3.Yes, I have previously made successful withdrawals through cash agents without major issues.

4.The withdrawal request is marked as processed/completed in my Melbet account. However, the amount was not credited to my bank account, which is the reason for this complaint.

I can also upload the relevant screenshot of my withdrawal history to this complaint thread if needed.

Thank you for your assistance and support regarding this matter.

Best regards,

Yugandare

Hello Yugandare,

We would like to update you that due to Jean, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jean has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Jean will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much for your reply, Yugandare.

Could you please provide a screenshot of your withdrawal's current status?

Have you contacted the casino regarding the delay? Please forward all relevant correspondence between you and the casino to jean.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.

Dear Yugandare,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jean
Casino.Guru