MelBet Casino - El jugador tiene problemas con el retiro retrasado.

Hello, I downloaded the Melbet app and topped up my account using the Astro Pay app. The funds were immediately credited, but now I need to withdraw my earnings to verify if the app indeed facilitates withdrawals. Unfortunately, it has been about a week and a half since I requested a withdrawal, and yet the money hasn't arrived. The app leads me to believe that the withdrawal has been successful and the funds have been deducted from my account. As a result, I do not recommend this betting house at all. All I want now is to withdraw the money I deposited into my account, including the withdrawals that haven't arrived yet...

I would also like to add that the staff keep repeating the same things, resolving nothing. All they do is waste your time and frustrate you. 😡

Hola, me descargue la aplicación de melbet y cargue saldo a la cuenta por medio de la aplicación de astro pay la cual se acreditó de inmediato pero después de realizar unas apuestas quiero retirar el saldo para comprobar si la aplicación cumple con los retiros, lo cual desde hace una semana y media aproximadamente el saldo nunca llego,me sale que el retiro fue con éxito etc y se descontó de mí saldo, conclusión no recomiendo para nada esa casa de apuestas, ahora solo quiero retirar lo que tengo depositado en la cuenta y las retiradas que no llegan...

Además agrego que los empleados repiten a cada rato lo mismo y no resuelven nada solo te hacen perder el tiempo y renegar 😡

Hello 41torressofia,

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

Hello, good afternoon, the request to collect is from 06,03,24,

As soon as the casino asked me for my account number, I gave them the screenshots of the deposits and withdrawals from both the casino application and the astro pay application.

Hola buenas tardes,la solicitud para cobrar está desde el día 06,03,24 ,

En cuanto el casino me pidieron el número de cuenta,les pase las capturas de los depósitos y de las retiradas tanto de la aplicación de casino como de la aplicación de astro pay.

Also that I sent them the withdrawal statement, which I don't know what they are referring to because I already sent them the screenshots, in addition, the withdrawal of profits is made with the same payment method that made the deposit.

También que les envié el estracto de retiro a lo cual no se a que se refieren por que ya les envié las capturas, además que el retiro de ganancias se realiza con el mismo medio de pago que realice el depósito.

Hello 41torressofia,

What about the verification, is your account verified or is the process ongoing?

Hello, good morning, I wrote to the casino support about verification, they answered me this 👇

Dear user, we inform you that a user must pass the game account verification only if the system requests it. You do not need to pass the review now.

Hola buenos días,le escribí al soporte del casino sobre la verificación, me respondieron esto 👇

Estimado usuario, le informamos que un usuario debe pasar la verificación de cuenta de juego solo si el sistema lo solicita. Usted no necesita pasar la revisión ahora.

Thank you 41torressofia for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi 41torressofia,

I've just reviewed your case and will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear MelBet Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's withdrawal request? Have you already checked the documents provided by the player?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Okay thanks for your time

Está bien gracias por su tiempo

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear 41torressofia,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact Curacao Antillephone (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia

Hello everybody, we’ve reopened this complaint at the request of MelBet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dears CasinoGuru team and 41torressofia.

We would like to sincerely apologize for the lack of response regarding the complaint filed by user 41torressofia. The reason for this delay is that this case was handled by another team in charge, who unfortunately did not respond to the complaint at the time. In addition, in the time since, we did not have access to this platform, which prevented us from responding and solving the problem properly.

However, we have now taken control of these processes and are committed to reopening this case to find a satisfactory solution. We wish to address and resolve all unresolved complaints, and we regret any inconvenience this may have caused.

Please, if the issue remains unresolved, do not hesitate to let us know so we can work on it as soon as possible.

We appreciate your understanding and look forward to your response.

Best regards,

Melbet team.

Dear 41torressofia, Though it's been seven months since we closed the complaint, could you please share updates with us? Was your account verified later? Did you receive withdrawals?

Dear 41torressofia,

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 since the complaint was closed seven months ago. As a result, we are unable to investigate further. Given that the casino now has a new team responsible for addressing player issues, we will update the status of the complaint to "rejected."

Dear 41torressofia, please feel free to reach out to us if you would like to reopen this complaint at any time.