MelBet Casino - Player's withdrawal has been refused by casino.

Yesterday, I tried to withdraw the approximately $180 I had increased by using only the deposit bonus, but the withdrawal was refused. They have a problem with my identity verification documents and won't accept them.

Dear taiji19790217,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please list which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Which of your documents were accepted and which were refused?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Thank you for your response. The documents already sent by email are the front and back of the Individual Number Card. Sent immediately in the format specified. However, I was told it wasn't clear and asked to retake it many times, and eventually I stopped receiving replies.

They want perfectly clear photos. Is there a way to take photos without camera shake?

Could you please share your communication with the casino regarding the issue?

My email is tomas@casino.guru

Dear taiji19790217,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.