MelBet Casino - Pelaajan tiliä varmistetaan viivästyneenä.

Dear mdmorshed,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you when exactly you sent the last document?
• Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Kristina

Dear Kristina,

Thank you once again for your response and your willingness to assist.

I want to explain my situation in a bit more detail. For the past 4 consecutive days, I have been sending all the requested documents to the casino’s security department, including today. I have submitted:

My National ID card (NID)

Clear PDF statements from my mobile banking account (bKash and others)

Screenshots and video proof of my registered phone number

Every file in the proper format (PDF/clear images) as per their requirements

Initially, the casino’s support team responds quickly and politely. But every time, after I provide all the necessary documents and proofs, they stop replying completely. It’s a repeated pattern, and I feel like I’m being ignored deliberately even after complying with everything they asked for.

Moreover, they still haven't corrected my name on the account despite me clearly proving my identity and ownership. I’ve been very patient throughout the entire process, but now it's becoming exhausting and unfair.

I kindly ask for your help in making them respond and verify my account properly, so I can access my funds and use my account without unnecessary issues.

Thank you so much for your support.

Best regards,

Morshed

Thank you for your reply, mdmorshed. Could you please provide more information regarding the incorrect name in your casino account?

mdmorshed, please understand that you seriously breached one of the main rules of online gambling by registering an account using different personal details. I checked the General T&Cs and I found this:

If the betting company’s security service has doubts about a bettor’s identity, or about the veracity of any information provided by them (address, credit or debit card details or other data), it has the right to request from the bettor any documents, at the company’s discretion, proving the bettor’s identity or other information provided by the customer. The security service may also cancel any payments until all the evidence has been reviewed. The betting company has the right to request documents, which must be sent through terrestrial postal services. Document verification can take up to 72 hours from the moment the documents are received. If it is proved that the information received is not authentic, the company has the right to cancel all bets and stop all financial transactions for an indefinite period, and to continue to investigate the account and request further documentation required to verify the authenticity of the account.

Unfortunately, by providing incorrect personal information, you breached one of the main rules of online gambling, even if it was by accident. It doesn't matter if you provided your own real documents if the personal details from them didn't match the personal details from your player profile. It would be impossible for you to verify your account, and we believe the casino acted in compliance with their General T&Cs. I can only recommend that you be more careful next time and double-check all the information you fill in your player profile.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.