MelBet Casino - Pelaajan kotiutuspyyntö on viivästynyt KYC-ongelmien vuoksi.

I am submitting this formal complaint against Melbet due to an unjustified delay in my verification (KYC) process and the subsequent freezing of my withdrawal request.

I registered my account (User ID: 1597810659 and recently requested a withdrawal. Following this, the security team requested verification documents. I fully complied and provided an extensive amount of sensitive personal data, including:

National ID Card

Passport

Driver’s License

Utility Bill (Proof of Address)

Multiple requested selfies holding my identification documents

All submitted documents are fully valid, clear, high-resolution, and perfectly match my registration details. There is absolutely no mismatch or ambiguity.

Despite having provided every single piece of information they could possibly need, my account has been stuck in "under review" status for 10 days. Every time I contact their customer support, I am met with automated, generic template responses telling me to "wait."

It has become evident that Melbet is using endless KYC verification as a delay tactic to avoid paying out my rightful winnings. I have been completely transparent and cooperative, yet my funds remain trapped.

I request the mediation team at this platform to intervene, look into Melbet's handling of my case, and help me get my verification approved and withdrawal processed.

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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have any of your identity documents been reviewed and approved by the casino during the KYC verification process?
• Have you been requested to submit any additional documents in the past few days?
• What types of games did you play to accumulate the winnings you have been trying to withdraw?
• Did you accumulate these winnings with or without a bonus?

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

Best regards

Veronika

Have any of your identity documents been reviewed and approved by the casino during the KYC verification process?

A: Not yet

Have you been requested to submit any additional documents in the past few days?

A: National ID Card

Passport

Driver’s License

Utility Bill (Proof of Address)

What types of games did you play to accumulate the winnings you have been trying to withdraw?

Football and League of legends

Did you accumulate these winnings with or without a bonus?

A: Without a bonus

Thank you for your response. Please forward me all the communication between you and the casino customer support regarding the review of your account at veronika.f@casino.guru. Kindly include the documents that you sent to the casino for the KYC process as well.

Dear wuuUEW,

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,
Veronika
Casino.Guru