MelBet Casino - El jugador tiene problemas para completar la verificación de la cuenta.

The email used on their website: Y*******dw@gmail.com

I won a $750 bet at MELBET.COM when I want to withdraw they ask me for the credit card picture + statement of the account I used, I download my bank statement from WISE ONLINE AND SEND IT TO THEM.

Then I realize with their answer that it is not their original statement and that I modified it so no it is the right statement, they can even contact WISE to reassure themselves.

I have a little girl with a disability who is undergoing chemotherapy, I have to pay her expenses in EMERGENCY... they just find excuses, you can see in the attachments & screenshots the proof 

They just don't want to answer me anymore.

Dear yassineadw,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. As you might know, our Forum Casino.Guru, deals with complaints regarding online casinos only, not sports betting. However, since this issue seems to be related purely to unsuccessful account verification, we will try to help you.

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello,

I provided them with everything, my ID card front and back + the picture of the bank card in my name used on their website + its statement and moreover a selfie taking my ID card and showing the conversation with them. Then they don't want to answer me anymore, they ignore my messages while I need this money urgently.

They find excuses... please judge yourself I am asked to take a selfie taking my ID and showing their conversaiton I do it I am told it is photoshop, I send you all and judge.

Thank you very much, yassineadw, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) 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.  

Hello yassineadw,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Melbet Casino to join the conversation and participate in the resolution of this complaint.

Dear Melbet Casino,

Can you please clarify what is needed for the player to complete their verification?

Kind regards,

Adam

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 yassineadw,

I have now tried to contact the casino via Skype and I am waiting for a reply. I will extend the timer once more in the hope that we can find a resolution to this complaint.

Kind regards,

Adam

Dear yassineadw,

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 the Curacao Antillephone Gaming Authority (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know how they responded (adam.m@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Adam

This complaint has been reopened at the request of the casino.

Dear MelBet Casino,

Are you able to provide us with more information about the situation?

Kind regards,

Adam

In order to review the player's account status and verify what has happened with their document request, we need them to provide their account ID number.

Once we have that information, we will proceed to review the situation and provide an update as soon as possible.

We appreciate your patience and look forward to your response.

Best regards,

Melbet team.

Thank you for your response MelBet Casino.

Dear yassineadw,

I appreciate some time has passed since this complaint was closed, but can I ask if you are able to provide the account ID number as requested?

Kind regards,

Adam

Thank you yassineadw.

Dear MelBet Casino,

yassineadw has provided the account number so we will extend the timer and wait for further insight from you.

Kind regards,

Adam

Thank you for your patience while we conducted the investigation.

Regarding the financial claim received, we have found that the user was unable to verify the payment because the account statements submitted were fraudulent. This situation was recorded in January 2023.

We appreciate your patience once again and look forward to your feedback to continue resolving this complaint.

Best regards,

Melbet team.

Heheh you make me laughing when you said that the account statements submitted were fraudulent ! How is possible to be fraud and you have many methods of deposit .I swear they scammed my money

Hello all, thank you for your responses.

Dear MelBet Casino,

Can I ask you to please provide supporting evidence of the aforementioned fraudulent submission? It can be provided here or to my email, adam.m@casino.guru if preferable.

Kind regards,

Adam

Dear Adam

A reply has already been sent to your email.

Best regards,

Melbet team.

Dear yassineadw,

Can I ask you to provide us with the same statements/documents you provided to the casino for verification please? You can send them to my email, adam.m@casino.guru.

Kind regards,

Adam

Ok I will send it now

Thank you

Hello yassineadw,

I have received the email from you with the screenshots you have provided, but what we need to see are the exact same statements, showing the same transactions, times and dates that you sent previously for verification purposes, I believe back in January of 2023. Can these be provided?

Kind regards,

Adam

Dear yassineadw,

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.

Kind regards.

Adam