MelBet Casino - Pelaajan kotiutus viivästyy asiakirjojen varmennusongelmien vuoksi.

My complaint is not about MelBet requesting verification documents.

I fully accept the operator's right to verify my identity before processing withdrawals.

My complaint concerns the fact that I have repeatedly submitted genuine documents obtained directly from official sources, yet MelBet continues accusing me of submitting forged or non-original documents without identifying which document is allegedly forged or providing any evidence for such accusation.

Timeline:

I registered my account in early June 2026.

My total deposits were approximately $170.

My balance reached approximately $1,500.

My first withdrawal request was cancelled and verification was requested.

I submitted my ID.

I submitted utility bills.

Later I submitted utility bills for three months.

I submitted an official PDF bank statement.

I personally visited Agroprombank and obtained an official paper bank statement signed by a bank employee.

Despite complying with every request, MelBet repeatedly sent the same template response claiming my documents were forged or non-original.

I repeatedly asked MelBet to identify which specific document was allegedly forged and to explain the reasons for this conclusion.

They never answered this question.

They only continued sending identical template replies.

I respectfully request Casino Guru to ask MelBet:

which exact document is considered forged;

what evidence supports this accusation;

why official documents obtained directly from the bank and utility providers were rejected;

and to conduct a proper manual review of my verification.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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.

• Has the casino indicated that there might be a problem with approving specific documents?
• Could you please confirm whether you have access to your account?
• Are there any documents in your account that are currently pending verification?

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

1. Did the casino indicate any potential issues with the approval of specific documents?

No.

MelBet has never specified which document they consider invalid, inauthentic or counterfeit.

After each submission of the requested documents, I received the same template message stating that the provided files could not be accepted, with a warning about the possible blocking of my account for providing allegedly fake documents.

I repeatedly asked the security service to indicate which document specifically was questionable and for what reasons it was rejected, but I received no answer to these questions.

2. Do you have access to the account?

Yes.

3. Are there any documents currently awaiting verification in your account?

No.

There are currently no documents pending verification. All documents MelBet requested were reviewed and rejected with the same generic response, without any specific explanation.

Throughout the entire investigation, I fully cooperated with MelBet and provided all the documents requested:

identity card;

Photographs of you holding your passport next to your face while communicating with the Security Service. The document details must be clearly visible in the photo, and your entire face must be visible;

A photo of me holding the document next to my face. The photo must also show the device from which the bets were placed, with my personal profile open;

Screenshots from the website or app where the cryptocurrency deposits were purchased. Also, a screenshot of your Personal Account;

receipts for payment of utility services;

receipts for three months;

an official bank statement in PDF format, received directly through online banking;

an official paper bank statement received in person from Agroprombank and signed by a bank employee.

1. Указывало ли казино на возможные проблемы с утверждением конкретных документов?

Нет.

MelBet ни разу не указал, какой именно документ они считают недействительным, неподлинным или поддельным.

После каждой отправки запрошенных документов я получал одно и то же шаблонное сообщение о том, что предоставленные файлы не могут быть приняты, с предупреждением о возможной блокировке аккаунта за предоставление якобы поддельных документов.

Я неоднократно просил службу безопасности указать, какой именно документ вызывает сомнения и по каким причинам он был отклонен, однако ответа на эти вопросы не получил.

2. Есть ли у вас доступ к аккаунту?

Да.

3. Есть ли сейчас в аккаунте документы, ожидающие проверки?

Нет.

В настоящее время документов, ожидающих проверки, нет. Все документы, которые запрашивал MelBet, были рассмотрены и отклонены с одинаковым шаблонным ответом без каких-либо конкретных объяснений.

На протяжении всей проверки я полностью сотрудничал с MelBet и предоставил все документы, которые у меня запрашивали:

удостоверение личности;

фотографии, на которых Вы держите Ваш паспорт в руках рядом с Вашим лицом на фоне переписки со Службой Безопасности. На фото данные документа должны быть хорошо видны, Ваше лицо должно быть видно целиком;

фотографию, на которой я держу документ рядом с лицом. На фотографии должно быть также устройство, с которого были совершены ставки, с открытым личным профилем;

скриншоты с сайта или приложения, где были куплены криптовалютные депозиты. Также скриншот Личного кабинета;

квитанции об оплате коммунальных услуг;

квитанции за три месяца;

официальную банковскую выписку в формате PDF, полученную напрямую через интернет-банк;

официальную бумажную банковскую выписку, полученную лично в Агропромбанке и подписанную сотрудником банка.

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila 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 Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your reply. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support?

You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Good afternoon. I've emailed you screenshots of all correspondence, as well as the documents I provided during Verification.

Добрый день. Я отправил вам на почту скриншоты всей переписки, а так же документы которые я предоставлял во время Верификации

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, Samuel (samuel.s@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 Vladik898,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from MelBet Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear MelBet Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in the player’s withdrawal due to pending verification.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Samuel and Vladik898,

We are glad to assist with the review of this situation.

To proceed with the investigation, could Vladik898 please confirm your registered email address and the date you submitted all the requested documents to the security team?

Hello everyone,

thank you for joining the complaint and for your willingness to investigate this matter.

Dear Vladik898,

could you please provide the information requested by the casino, namely your registered email address and the date on which you submitted all the requested verification documents to the security team?

Once we have these details, I believe the casino will be in a better position to review your case and provide us with an update.

Thank you both for your cooperation.

Hello everyone,

Dear Vladik898,

thank you for providing the requested information. I have taken note of your registered email address and the dates when the documents were submitted.

Dear MelBet Casino,

the requested information has now been provided. Could you please review the player's case and provide an update regarding the status of the verification/investigation and whether anything further is required from the player's side?

Thank you both for your cooperation.

Dear Vladik898,

Thank you for your patience while we reviewed this situation with the security team.

We have been informed that they are still awaiting the utility bill. They have also indicated that the document previously provided is fake, so please make sure to submit a valid utility bill as requested in order to proceed with the verification.

Hello everyone,

thank you both for the updates.

Dear MelBet Casino,

thank you for the clarification.

Could you also please provide me with a copy of the utility bill/document that the player previously submitted and which your security team considers to be fake or invalid? I would like to review this document myself, as it is also relevant evidence supporting the casino's position in this case.

Dear Vladik898,

please provide the casino with a valid utility bill as requested by their security team. Since the casino has stated that the previously submitted document was considered invalid, this appears to be the remaining requirement before they can proceed with the verification.

Once you have submitted the document, please let us know here so that we can continue monitoring the case.

Thank you both for your cooperation.

Good afternoon. Do I need to provide the same receipts I sent previously, or do I need to send a new receipt?! I want to make sure everything is correct.

Добрый день. Мне нужно предоставить те же самые квитанции которые я отправлял ранее или мне нужно новую квитанцию прислать?! Я хочу понимать что бы все было правильно

Dear Vladik898,

That's correct, the utility bill must be the most recent one and must comply with the format previously indicated by the security team.

After I sent this receipt to the security service, their response is as follows:

Without providing the requested files, further verification is impossible, all messages will be ignored by the Security Service.

После того как я отправил данную квитанцию службе безопасности; их ответ такой:

Без предоставления запрошенных файлов дальнейшая верификация невозможна, все сообщения будут проигнорированы Службой Безопасности.

Hello everyone,

Dear MelBet Casino,

the player has now provided the July utility bill in the complaint thread and explained that they have not yet received or paid a utility bill for August.

Could you please review the document provided and clarify what specifically is incorrect or insufficient about it and why it does not meet the requirements previously communicated by your Security Team?

If the document does not meet a particular requirement, please specify exactly which requirement is missing or not satisfied, so that the player knows what needs to be provided.

Thank you for your cooperation.