MelBet Casino - Player's winnings confiscated due to multiple accounts.

Hello, I am a Morrocan Melbet Customer. I've started betting on Melbet in the esport section. I have won up to 5800 MAD which is approximately 580 dollars. I admit that i Have multiple accounts within melbet. I was caught and was demanded to offer documents. I offered the documents of my main account because there was no way to offer documents in the registration form of the Melbet account. I have sent the documents to the security department of melbet and they told me that the security department has no reason to believe that the account is mine.

I have Bank receipts of the deposits made in the Melbet account.

I Have the phone number used in the registration form.

I Have proof that the bank account used to deposit is indeed my personnal bank account.

I have the email address in the registration form.

According to Melbet's terms of service, the site will refund the ammount of money i deposited minus the winnings i have made.

I should be able to withdraw the money i deposited at the very least. Then they should close my account. I did not withdraw a single Penny from the account.

I am unable to withdraw any money from the account. As it stands, I deposited my money in an account in which i cannot withdraw so they basically froze my money.

I would like to get refunded.

The Account ID in Melbet is 648743481.

I would like to please be able to withdraw the money inside my sports betting account thank you.

The account ID is 648743481

Dear Maxwaldo,

Thank you for submitting your complaint. I’m sorry to hear about your problem. Please understand, that it is strictly forbidden, in the majority of the casinos, to have more than one account. As you admitted, you have opened several separate accounts from the same IP address. This has been recognized by the casino as breaching T&Cs and your active balance was confiscated. Unfortunately, there is not much I can do for you in this case. After considering the description of events thus far, it appears that you are not eligible to receive your winnings.

If there is any additional info you would like to share with me, please do not hesitate to contact me, otherwise, I will be forced to reject your complaint.

Thank you in advance for your reply and understanding.

Best regards,

Petronela

Thank you for your reply.

Yes, I've breached the terms and conditions of the casino but according to those same terms and conditions, I am elligible to withdraw the intial ammount i've deposited after cancelling my winnings.

I do not want to withdraw my entire winnings but only the ammount i've intially deposited which is said in the terms and conditions of the casino.

It states In the screenshot in this post that the Casino will close the account after returning any funds deposited in the account in the case of fraud against the bookmaker.

Update, They are saying that i've passed the verification process for some reason. And that i've already withdrawn everything. However, I still cannot withdraw any money and have not withdrawn any money.

another update, it seems that the last message they sent me was a mistake.

At this Point, Their security team does not seem to respond to my emails and i cannot speak to a online consultant.

Can you please respond?

You're correct; as per the terms and conditions, the casino retains the authority to refund deposits. However, this provision typically pertains to players who inadvertently opened multiple accounts, not with the intention of gaining an advantage. Determining eligibility for a refund is entirely within the discretion of the casino. In cases where it's evident that you deliberately created multiple accounts, it's unlikely that a refund would be applicable. I regret to inform you that our ability to offer further assistance is limited in this matter. Is there any other way we might be able to assist you?

My itentions of creating multiple accounts were not to gain an advantage but simply because i lost informations of my old account. Regardless of my intentions, i should be able to get a refund of my initial deposit as per the terms and conditions state. the terms and conditions also do not state anything about intentions. The proof of my eligibility to get a refund is that the casino is willing to refund bettors whose intentions are to run frauds against the bookmaker. So regardless of my intentions, i should get a refund of my initial deposit at the very least.

Please help me get my intial depost back. Thank you

Can you please inform me whether you attempted to access your initial account or discussed the option of creating a new account with Customer Support? You mention that the Terms & Conditions do not reference intentions, leading you to believe you're entitled to a refund. However, it's also clearly stated that each player should have only one account.

I didnt know that the team in here would be this retarded. The f**king terms are for people who scam the bookmakers like myself. I am obviously entitled for a refund but i don't give a shit anymore.

You somehow are more retarded than the bookmakers.

I must caution you that the use of offensive or intimidating language will not be tolerated. Any further attempts to verbally attack or intimidate the professionals at Casino.Guru or any staff members of the casino may result in the permanent blocking of your profile on our website. Our primary goal is to assist players, and we have a zero-tolerance policy for such behavior.

Could you provide me with information on whether you tried to access your original account or talked about the possibility of setting up a new account with Customer Support?

Dear Maxwaldo,

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.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.