MelBet Casino - El retiro del jugador se cancela debido a una verificación incorrecta.

Dear CasinoGuru Complaints Team,

I am submitting a formal complaint regarding Melbet due to serious violations of KYC and AML rules during my withdrawal process.

After initiating a withdrawal, Melbet requested a video verification call. I cooperated fully and provided:

My government ID

The face verification

The document + face check

However, during the call the verification agent demanded completely inappropriate and illegal information:

Showing my email inbox

Opening my crypto wallet

Demonstrating my deposit history inside the wallet

Answering private questions about my betting strategy

Explaining "why" I placed certain bets

Showing personal data unrelated to identity

This is not KYC. These actions violate all responsible gambling standards and regulations under Curaçao licence code.

When I politely refused to expose private accounts and security-sensitive information, the casino immediately claimed "suspicious activity" and cancelled my withdrawal.

This is clearly an intentional misuse of the verification process to avoid paying my legitimate winnings.

I request CasinoGuru’s assistance in:

1. Reviewing this abusive behavior

2. Pressuring Melbet to complete proper verification

3. Forcing the casino to release my winnings

4. Ensuring they stop using predatory verification practices

I am ready to provide screenshots, communication logs, timestamps and any supporting evidence.

Thank you for reviewing my complaint.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Daviti70707,

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 takes KYC lightly and it might take a few working days to complete this thorough process. While the video verification call in particular may seem intrusive, the casino must ask these questions to ensure compliance with terms and conditions and to prevent illegal activities and cheating.

• What personal data, unrelated to identity, were you asked to provide?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.? 
• Did you accumulate your winnings with or without an active bonus?  

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,

Katarina

Dear Daviti70707,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru