MelBet Casino - Pelaajien kotiutukset jäädytettiin.

Hello good morning

My name is Oforka marvelous, I want to lay a complains on what I've been facing on my Melbet account

Melbet freeze all my withdrawal for no reason, I've been call and sending emails for then to resolve this issue which they asked me to send my documents and I sent everything required from me, yet all my withdrawals are still frozen..

They promised to resolve the problem and yet nothing has been done for almost two weeks now.

Please I really need you help

I attached only three files but they're plenty of my frozen withdrawal

Dear chimaobimarvelous,

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.

Have you made any successful withdrawals from the casino in the past? Have you received a confirmation from the casino your account has been fully verified? Have you accumulated your winnings with or without an active bonus?

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,

Tomas

Yes sir

I've made a successful withdrawal before and my account is verified.

I placed the bets with my money not bonus

Thanks

Hello

Before we contact the casino, could you please forward any relevant communication between you and the casino to my email at tomas@casino.guru? Alternatively, you can post it here. I’ll await your reply.

ok sir

thanks for your reply.

these are our e-mail conversation....but they are not doing anything to resolve the issue

Thank you very much, chimaobimarvelous, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thanks you sir

Hi chimaobimarvelous,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Melbet Casino to join this conversation and share more information regarding the case. Can you please provide any reasons why the player's account has been blocked?

Looking forward to hearing from you!

Best regards,

Tomas

Hello

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

They don't want to reply

Dear chimaobimarvelous,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the Curacao Antillephone Gaming Authority (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know how they responded (tomas.k@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas

We’ve reopened this complaint at the request of MelBet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Michal and chimaobimaravilloso,

We have reviewed the information provided, but we could not find any account associated with those details. To verify the status of the account, we need the user to send the correct information: account ID and the registered email address.

Once we have these details, we will be able to review the case and provide a response.

Dear Michal,

Regarding the missing account, we have contacted the security team again for a second search, but they were still unable to find it.

Therefore, it is important for the user to provide additional information about their account, such as their phone number or the identity verification documents used during the process.

Once we receive these details, we can proceed with another review.

I understand, MelBet Team.

Dear chimaobimaravilloso,

Please confirm your Melbet Casino ID along with the email address you registered with at Melbet Casino

Dear chimaobimarvelous,

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.

Dear chimaobimarvelous,

While we understand that it has been a significant amount of time since you filed your complaint, we have not received any responses to our messages and questions from you. Consequently, we regretfully must close this complaint as rejected.

Feel free to reach out chimaobimarvelous, if you encounter any issues with this or any other casino in the future, and we'll do our best to assist you.

Best regards,

Michal

Casino Guru