MelBet Casino - Player’s withdrawal request is delayed.

I placed a withdrawal request for KWD480 via EWallet, (AirTM) it was approved as usual, I notice time go by and my withdrawal still hasn’t come in. I’ve spent hours talking to them, I completed every task I was given including changing my email address, getting AirTM transaction history from the time the withdrawal was made. Lied to by multiple support agents who told me, it was approved and paid, and when I mentioned that I was on the phone with AirTM, the support agents quickly fixed the lies they’ve just told me. It’s been past 72 hours, and still nothing. 

I have already emailed them the transaction details, date, id number, account statement and I was told it’s been escalated to the relevant department. 

My player account number is 759082***

Dear naybnard,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Dominika

I have withdrawn from this casino before, and if they were actually more accommodating with the process and more informative, I would’ve understood. If they didn’t tell me that the withdrawal was approved and the payment was made when it wasn’t.

update: the casino did in fact lie about the making the payment, the transaction number was in fact fake, had the transaction been legit the money wouldn’t have been sent back to my casino balance like it was.

Dear naybnard,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@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 very much in advance for your reply.

Best regards,

Dominika

The money was my own, no bonuses involved. I haven’t been asked to submit KYC, I wouldn’t have a problem in doing it either. The money was sent back to my wallet and I did in fact place a new withdrawal using a different payment method which was successful. But now I’m very angry with them, because why did they lie and use a fake transaction number, why would they then tell me that they have punished the employees responsible, offer me something as a token of an apology, then when I approach them with a very fair bonus, they reject me.

It’s not like I offered my silence in exchange for a bonus, I told them how upset I was because in South Africa it was a long weekend, meaning I was supposed to be with family and friends. Where I spent most of the weekend making a fool of myself chasing false information given by Melbet. As 480KWD isn’t a small amount of money.

this was the exact words written to me "If we can do something for replenishing your inconveniences, please contact us again.", which I thought was very thoughtful, and I approached them with what I thought was very reasonable, which apparently wasn’t and was rejected, no words since.

Dear naybnard, do I understand correctly that you successfully withdrew the money using another payment method and have received it?

That is correct yes, however, I really am beyond upset with the fraudulence and ignorance. You can close this case, but what happened isn’t right.

What they’ve done is illegal, how can you give someone a transaction number for a payment that was never made? How can you give a client a phone number to call, that is nowhere linked on their website, I have so much more to say.

Dear naybnard,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Dominika

Casino.Guru