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