MelBet Casino - Player faces blocked withdrawal process at MelBet.

I've been loosing and wining with Melbet for almost a year until my withdrawal was blocked on the 22nd of December 2023. I was asked to send documents for verification and all sorts of information which i provided. I have multiple 2 main methods of deposits and withdrawal which are all bearing my names. Their security department asked for screenshots using my computer and all sorts of selfies and identifications documents which i provided and I was told to wait for my turn. Each time I mail them, they keep asking me to wait for my turn. It is as if the reply is automated. This is an issue which doesn't require more than 48 hours to resolve but these their admins don't just want to resolve. When you are losing, they don't block your withdrawals. When you are winning they block withdrawals.

I want people to be aware of this dubious company coz till now they haven't been able to provide any reason why my withdrawal is blocked. I rather choose local betting companies with offices in my country than these mafia bets. I wonder why mtn mobile money grants them api to make withdrawals. I'll also contact my friend at mtn to raise this issue so this method will be unavailable for deposits.

My account number is: 602640383

Dear bonleygalaxy,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

• Do I understand correctly that the withdrawal is still pending inside your account without being processed?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only?
• Were your winnings accumulated with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but one month is an unusually long time.

However, 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,

Petronela

Hello admin thanks for your reply.

-The money is still in my account. They have restricted my account from withdrawing funds and a pop up requesting me to send documents (which I sent via email).

-They asked me to contact their security department and provide documents for review. I sent all sorts of selfies and identification that was requested.

-It's related to my account only.

-My winnings were accumulated without a bonus.

Hi bonleygalaxy,

• Could you please forward the documents that you submitted for your account verification to petronela.k@casino.guru as well?
• Have you been advised if there are any additional documents required to verify your account?

Thank you.

Yes I did and they confirmed receiving all what they needed coz they kept rejecting some documents that were not clear until I had to resend properly.

No requirements were asked again. Each time I write to them, they will reply as below:

"All requests are processed in turn. Please wait, you will get a notification" or

"Dear user, it took additional time to process your request. We are sorry for the inconvenience. Information about the results of the check will be sent to you via this e-mail address."

It's more than 2 months now and I keep getting exactly one of those replies each time I contact their security department via email.

Ps: I've sent documents via your email as requested. Please kindly check.

Best Regards,

Bonley

Thank you very much, bonleygalaxy, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of MelBet Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Thank you very much @Petronela

If it's their attitude to keep ignoring such cases, it's a red flag. They advertise their business on top football leagues meanwhile regardless of their tricky behavior. I'll also go ahead to warn their payment providers (MTN AND ORANGE) in my country to be weary with them. I have a top personality that works with Mtn that can help me revoke their api in my country. Thank you for everything. Still hoping to hear from them while waiting.

Hello bonleygalaxy,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear MelBet Casino,

Could you possibly provide additional information regarding the delayed payment and clarify the situation?

Thank you in advance.

Respectfully,

Michal

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.

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 (michal.v@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal V, Casino.Guru

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 MelBet Casino,

Can you give us an overview of the whole situation?

Thank you for your patience while we conducted the investigation.

After reviewing the records and verifying the available information, we can confirm that the verification for the player was successfully completed on March 15, 2024. From that moment, the withdrawal of their winnings was authorized, and the full amount was processed and withdrawn on the same day, March 15.

We appreciate your understanding and are here to answer any questions that may still exist.

Best regards,

Melbet team.

Dear bonleygalaxy,

Can you confirm the casino's statement?

Dear bonleygalaxy,

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.

Hello dear admins, I want to immensely thank you all for your assistance. I can clearly confirm that after investigation, Melbet unblocked my account months ago and I withdrew all my money. I'm sorry I completely forgot about the complain until I received an email today from Casino guru. This case can now be marked as solved. I'm super grateful for everything. 🙏🙏🙏

Dear bonleygalaxy,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V

Casino.Guru