MelBet Casino - Player faces repetitive verification requests preventing withdrawal.

Good evening, how are you? 

I would appreciate your assistance with an issue I'm currently having with MelBet Casino's security department.

I opened an account two days ago at the casino (trusting the ratings provided by you).

I filled in all the requested data, made a deposit with no issues, and attempted a withdrawal today. However, I received an ERROR message instructing me to email the security department. To this point, everything had been going smoothly and I understand the need for account verification. They asked for larger-than-1MB photos of the front and back of my ID, which I provided without any problems. I'm currently stuck, though, as they have requested something I don't understand. I am including their message in both English and the translated text.

"You should provide us with a screenshot from mobile app or site of mobile operator, where we can see phone number ***79048 and owner's personal data (name and surname).

Screenshots must not be cropped or edited, all data should be fully and clearly visible"

"You are supposed to send us a screenshot from your mobile application or the mobile operator's site, where we can see the phone number ***79048 and the owner's personal data (name and last name).

Screenshots should not be cropped or edited, all data should be entirely and clearly visible"

I sent them a screenshot of my mobile phone operator's bill where my full name and phone number can be seen, and even attached the bill itself. They responded by saying that if I don't fulfill the requests, we can't proceed. It's leading me to believe that they don't want to verify the account. They warned me threateningly to pay attention to their demands. I'm exhausted dealing with this. I'm going to send you the screenshot where they've requested my personal data in connection with the mobile phone number. I hope you can help me proceed, as I suspect they're perhaps looking for an excuse not to let me withdraw my funds, or maybe I just don't understand what they're asking. I trust in your judgement and honesty. I hope you can help. Best regards.

Diego.

Hello diegostray,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with MelBet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Good morning Nick, for a week I played without any problem (I had won double what I deposited) two days ago, when I tried to make the first withdrawal, what I told you about happened and my suspicions were correct. This morning they sent me a message (the one I copied you now verbatim)

The bookmaker reserves the right to refuse to accept a bet from any individual without giving a reason.

You can withdraw your funds. Please create withdrawal request for all remaining funds on your gaming account.

They are a SHAME and scammers, it makes me helpless. For two days I even sent them the blood type, they wasted my time with EVERYTHING I sent them and it was obvious that they wanted to close my account. You can withdraw the balance of $201,000 and have the account blocked. I am an honest person and I act in good faith.

I hope they change their opinion about them, they are NOT serious. I leave you greetings Nick from Argentina.

Hello Nick, I wanted to tell you that you can withdraw the balance you had, but I do NOT want to leave things like that, they closed my account just because I won and it seems a SHAME to me. You can talk to them and they won't be able to tell you anything. I was the most correct. Too correct and they are corrupt. I hope you get to the bottom of it and they give you an explanation. All the best.

Hello diegostray,

Can you please advise if you did play casino games or sports betting? Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru?

Hello Nick, you did NOT read correctly, I already removed them, they are rude and they are a SHAME. Disgusting treatment, a shame that you have him as the best. It was coming to me, I won $100,000 in two days and they started having problems, until they told me to withdraw the balance and then they closed my account. Some THIEVES!

Greetings.

Hello diegostray,

I do not fully understand your last post? Can you clarify?

Please forward the requested information otherwise we will be forced to close the complaint.

Dear diegostray,

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.

Case closed! Greetings!

Dear diegostray,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Casino.Guru