MelBet Casino - Pelaajan varojen saapuminen on viivästynyt vahvistusongelmien vuoksi.

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 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 takes KYC lightly and it might take a few working days to complete this thorough process. 

Do I understand correctly that the verification of your address is the last step in the KYC process? Additionally, do you currently still have access to your account?

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, 

Attila

Hello Attila,

Thank you for your messages.to answer your question: yes, the address verification is the final step on my KYC process. Also, I still have access to my account.

Thank you for your help

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

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

Thank you very much for your patience and cooperation.

"Dear Attila, I have just sent an email to you (attila.g@casino.guru) containing my National ID, Driving License, original Electricity Bill, and a Selfie with my ID. I have also attached a screenshot where Melbet threatened to ignore my messages. Please check your inbox for these documents. Thank you!"

Dear Player,

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, Mirka (miroslava.d@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 player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite MelBet Casino representative to join this conversation.

Dear MelBet Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Buddhi7695 and Mirka,

We apologize for the delay you have experienced with the verification process and understand your concern.

So that we can review the current status of the verification with the responsible team and provide an update, we kindly ask the user to confirm the email address registered on the account and let us know when the last time a response was received from the security team at security@melbet.com.

Best regards,

Melbet team.

Dear MelBet Casino,

Could you please confirm, if you have been able to locate player's account and documents, and provide us with an update?

Thank you.

Dear Buddhi7695 and Mirka,

Thank you for providing the requested information.

We are currently reviewing this situation with the relevant team. We kindly ask for your patience; as soon as we have an update, we will inform you.

Thank you for your understanding and patience.

I am updating my complaint with additional evidence. As you can see in the attached screenshots, I have already provided the requested utility bill multiple times in the past. 

Despite my previous submissions, Melbet's security department is repeating the same request for documents instead of verifying my account. This clearly shows they are intentionally delaying my withdrawal of 130,000 NPR.

I am attaching:

1. The screenshot of my previous email where I sent the bill.

2. The screenshot of my latest email (with Info Nepal in CC).

3. The clear photo of the utility bill itself (in my name: BUDDHI LAL BAL).

Please look into this repetitive behavior of Melbet and help me get my funds.

Update: I have officially filed a formal regulatory complaint with the Curaçao Gaming Authority (CGA) at complaints@cga.cw regarding the persistent delay and non-responsiveness from Melbet. 

I have also kept the Melbet Security Department and their local support in Cc to ensure they are aware of this escalation. Despite providing the specific utility bill they requested, I have been ignored for over a month. I hope this step helps in speeding up the verification of my 130,000 NPR withdrawal.

Update: Melbet has now officially BLOCKED my account and frozen my 130,000 NPR. Following my notification to them about escalating this to the regulator (CGA), they have retaliated by accusing me of providing "forged documents" without offering any technical proof. I have provided original PDF utility bills and digital payment receipts, but they are ignoring my evidence. This is a clear case of intimidation to avoid paying out my winnings. I request Casino Guru to escalate this to their management immediately.

Dear Buddhi7695,

I would like you to know we are still investigating the matter.

Sometimes, when similar situations happen, casinos request, or are willing to perform a video verification call, where player participates, shows verification documents, and answer some questions from casino representative. In some cases, multiple people can be invited to attend these calls at the same time. Would you be willing to participate in this type of video call, if it was proposed?

Thank you for your confirmation.

Dear Mirka,

Thank you for the update regarding my case.

I am fully willing to participate in a video verification call if proposed by the casino. I have all my original identity documents and utility bills ready to show during the call to prove my identity and the authenticity of my account.

Please let me know if there are any further steps I need to take or if a date for the call has been proposed. I look forward to resolving this issue soon.

Best regards.

[B*******]

Dear MelBet Casino,

Could you please provide us with an update on the issue?

Thank you.

Dear Buddhi7695 and Mirka,

According to the information received from the relevant department, the document provided for address verification has been identified as forged and therefore cannot be accepted.

We kindly ask the user to submit original documents in accordance with the criteria previously indicated by the security team, so they can review them accordingly.

Dear Mirka,

I strongly deny Melbet's accusation. My documents are 100% original and I have not forged anything. I don't have a video right now, but I can provide new high-quality photos of my documents or even do a live video call to prove they are authentic. 

This is just an excuse from Melbet to avoid paying my balance of 130,563 NPR. Please give me a chance to prove my identity through other methods. I am a victim of their unfair tactics.

Dear Buddhi7695,

Could you please confirm, if there is any one in your household, that has an account in Melbet Casino?

Which devices and types of internet connection you used to register or login to Melbet?

Could there be any instance, in which you used someone else's device to login to your Mellbet account, or someone else used yours to join to their account?

Please also send me a 30 second video in a good quallity, in which you show your verificartion documents and yourself to miroslava.d@casino.guru.

Thank you.

Dear Mirka,

Thank you for your follow-up. I have already sent the 30-second verification video to your email (miroslava.d@casino.guru) as requested. In the video, I am holding my original Citizenship, Driving License, and Utility Bill.

To clarify:

- No one else in my household uses Melbet.

- I only use my personal device and private internet.

- I have no information regarding multiple IDs; I only maintain this single account for my personal use.

Please let me know the next steps.

Best regards,

[B*******]

Dear Buddhi7695,

Would you be able to explain, why you submitted expired driving license, and send me a valid one?

Dear Mirka,

Regarding the issue with my driving license, I would like to clarify if there are any specific concerns besides the expiration date. 

Currently, my license is in the renewal process here in Nepal. In our country, the process to receive the physical hard copy of a renewed license takes a significant amount of time. 

Could you please clarify how the expiration date is affecting the verification? If the expired hard copy is the only issue, would it be acceptable to provide my Valid Government ID (Citizenship) along with the Official Renewal Receipt to prove that my license is being updated?

I look forward to your guidance.

Best regards,

[B*******]

Dear Buddhi7695,

Would you be able to specify, when you will receive the new license?

Dear Mirka,

I will provide the updated driving license documents within this week. Thank you for your patience.

Dear MelBet Casino,

I sent you an email. Please check your inbox.

Dear Mirka,

Thank you for your patience. I have sent the photos of my newly renewed and valid driving license to your email (miroslava.d@casino.guru) just now. 

Please check your inbox and let me know if you need anything else to proceed with my case against Melbet.

Best regards,

B**** ** ***

Dear Buddhi7695,

After gathering and reviewing all the necessary information and details, we decided to close this complaint as unjustified. There are reasonable grounds to believe that you were engaging in manipulation of the documents, that is why we are unable to provide you support in this case. Please note, that without satisfying casino's verification requirements, it is not possible to successfully withdraw money from any online casino.

The casino acted in accordance with its terms and conditions, and we accept its decision to cancel your withdrawal and block your casino account.

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.

Best regards,

Mirka