Mellstroy Casino - general discussion

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Hello Casino Guru team,

I would like to file a complaint against Mellstroy Casino 

(operated by 1Win N.V., Curacao license OGL/2024/587/0621, 

website mellclip.com).

MY DETAILS:

— Username: dimmma3731

— Account ID: 1554520

— Balance at the time of blocking: 240,321.70 RUB

— Requested withdrawal: 120,000 RUB

— Deposit currency: RUB (Russian rubles)

CHRONOLOGY OF EVENTS:

1. I played at Mellstroy Casino using slots from licensed 

  providers: Pragmatic Play, Hacksaw, PG Soft, NetEnt.

2. On 16.10.2026 at 18:03 I submitted a withdrawal request 

  for 120,000 RUB to my Russian bank card. The request 

  was accepted and placed in "Pending" status.

3. Instead of processing my withdrawal, the casino demanded 

  that I make an additional deposit of 5,000 RUB to 

  "verify my bank details", citing clause 8.12.2 of the 

  User Agreement.

4. Clause 8.12.2 states that the amount of the "verification 

  payment" is determined by the casino's "financial 

  department" at its sole discretion. This allows the 

  casino to arbitrarily demand any amount from the player 

  as a condition for receiving their own money.

5. I asked the support agent "Yana" clarifying questions:

  — on what legal basis the payment amount is determined 

   arbitrarily;

  — whether the payment is refundable if the withdrawal 

   fails;

  — whether the casino guarantees no further demands.

6. Instead of answering, agent Yana issued me a "spam 

  warning" and blocked my chat without explanation.

7. Shortly after, my account was fully blocked by the 

  administrator without any explanation. The balance of 

  240,321.70 RUB was frozen, and the withdrawal request 

  of 120,000 RUB remains unpaid.

WHY THE CASINO'S ACTIONS ARE UNLAWFUL:

— Requiring an additional deposit to withdraw your own 

 funds is a hidden commission.

— Bank details are verified by documents, not by money.

— The clause allowing the "financial department" to 

 determine the payment amount arbitrarily is a tool 

 for extortion.

— Blocking the chat and account instead of answering 

 on the merits is evidence that the casino does not 

 intend to pay.

SCREENSHOTS ATTACHED:

— Main page showing balance of 240,321.70 RUB;

— Profile (ID 1554520);

— Payment history (withdrawal request 120,000 RUB, "Pending");

— Demand for 5,000 RUB deposit with reference to clause 8.12.2;

— Chat with support agent Yana;

— "Your account has been blocked by administrator" message;

— List of licensed game providers.:

— ALL THE EVIDENCE: Documentation

REQUEST:

1. Unblock my account.

2. Process the withdrawal of 120,000 RUB without additional 

  conditions.

3. Release the remaining balance of 240,321.70 RUB.

I am ready to provide any additional evidence upon request.

Thank you for your assistance.

Sincerely,

dimmma3731 (ID 1554520)

Hello, I'm glad you found the way to lodge the complaint request with my colleagues in the other team. Once they have attended to it, they will notify you.

I understand the course of casino actions surprised you and you seek clarification and resolution.

Maybe I did not get the situation in full detail, so I hope you don't mind a few questions.

Do I understand correctly that you made no previous deposit or did but using different payment? I'm asking because those are the usual and logical reasons for deposits made prior to withdrawal. It's, however, supposed to be the lowest possible amount and I understand where you are heading with that.

I could not very much conclude whether the casino blocked your account or just the chat, or what status the probably associated KYC is in.

In practice casinos may block the count until the KYC or investigation has finished; for those actions, casinos are allowed 14 full days before the mediators step in with questions.

So, I understand your request, but the complaint process works a bit differently; please read the guide. This could spare possible future misunderstandings. 🙏

Let me know if you want to stay in touch or have any questions, maybe. I'm here to help.