The player from Germany is experiencing difficulties withdrawing funds due to limited availability of payment methods and geolocation. This complaint got successfully resolved.
MelBet Casino - Player’s struggling to withdraw her winnings.
Amount: €150
MelBet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Hello, on 08/29 In 2020 paid with a Visa card, and 1x on 5.09. by transfer. Then wanted on 5.09. Withdraw 150 by credit card.
You cannot withdraw money by bank transfer. Now the amount is posted back every time. I turned to chat and support. They say the bank declines the withdrawal, I should use a different withdrawal method.
The problem is, there is no other method for me.
These are e-wallets, cryptocurrency, etc. I don't know anything about them, and I don't want to do them either because I never need them.
It usually means that what you have deposited with must also be withdrawn. Why then did the credit card deposit work and the withdrawal is declined? I do not know how to continue? On 09/24 I tried again and booked it back.
Automatic translation:
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3 years ago
Dear Bettina,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that a variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers and bank restrictions, all have a major influence. Could you please advise if you have tried to communicate this issue with the casino?
If I may suggest, e-wallets would be a good option for the future. It is fast, safe and you can always convert funds to cash and ultimately move it to a bank account.
However, I believe we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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3 years ago
Translation
Hello Petronela,
Thank you for your reply.
yes I asked in the live chat and wrote to support.
The answer was to use another method, like e-wallet etc.
But I paid in with a credit card and there is a withdrawal method
also the credit card, but it's always declined. I've tried several times!
This is the answer from support:
Dear user,
You can try to withdraw again.
Your previous payout was refused by the issuing bank.
You can choose one of the available methods. After that, you need to make a minimal deposit using this method. It is necessary to wager the full amount of the account replenishment at odds not less than 1.10. After that you can withdraw the money.
MfG BG ***
Edited by a Casino Guru admin
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3 years ago
Dear Bettina,
I fully understand your frustration, but please consider trying one of the e-wallets. If the payment has been declined by your bank there is nothing to be done except for choosing a different payment method to receive your winnings.
Please let me know what’s your decision and how would you like to proceed with this case.
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3 years ago
Translation
Hello,
I don't know my way around e-wallets very well, everything is too complicated for me, you first have to verify yourself, then I have to deposit money from my bank, then I have to deposit in the casino again using this method in order to be able to withdraw with it , and the e-wallets charge a bunch of fees for transfers too. And I don't need that either, and crypto doesn't mean anything to me. I'll send you 2 screenshots of the withdrawal methods.
I have no idea what to do now?
MfG Bettina
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3 years ago
Thank you very much, Bettina, for your reply. I will now transfer your complaint to my colleague Zuzana who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hello Bettina,
I am very sorry to hear about your problem.
I would like to invite Melbet Casino to join this conversation and give us advice on which payment method would be best for Bettina to be able to withdraw?
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3 years ago
Translation
There is only one thing I don't understand, why were credit card deposits approved and withdrawals not? In other casinos it works too, if I pay in with a credit card, I pay out with a credit card.
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3 years ago
Hello! Thank you for your waiting.
Can I get your account id for checking?
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3 years ago
Hello! We receive a refusal from the issuing bank and therefore you cannot withdraw money. You can contact your bank or confirm the e-wallet with our security service, and then successfully withdraw it.
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3 years ago
Translation
yes I already know the answer. Then why were the deposits accepted?
But I've already mentioned several times that I don't have an e-wallet!
And now?
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3 years ago
I would like you to understand the procedure and how it goes. When you replenish your bank sends a request to our side, we accept it. But when we send a request (or rather, you make a withdrawal), the request is sent from our side to your bank and it refuses. We cannot influence the decision of your bank. Therefore, in order to output successfully you need to use a different output method. If you have any difficulties, we are always happy to help you!
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