MelBet Casino - La cuenta del jugador está suspendida y el saldo congelado.

Hello,

My Melbet account (Account ID: 1573046511 ]) has been suspended, and my balance of [17.790 usdt] has been frozen.

I am fully willing to cooperate with standard KYC (Know Your Customer) procedures. However, the casino is intentionally stalling the process by demanding an extreme and unreasonable list of documents. They are asking for notarized copies of my passport, sworn translations of basic documents, and hand-written English declarations regarding my Source of Wealth, Source of Funds, and PEP status.

I have already provided clear, readable, and valid identification ,but they are using these extreme "notarization and sworn translation" rules purely as an excuse to confiscate my funds and delay the payout indefinitely. These demands go far beyond standard industry KYC practices and are designed to be impossible or financially illogical for the player to fulfill.

I request the intervention of your platform. I am a legitimate player, and I simply want my account verified under reasonable, standard industry guidelines so I can withdraw my funds.

Thank you.

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.

Hello,

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. 

Could you please advise 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? 

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, 

Attila

Dear Ekuban,

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,
Attila
Casino.Guru

We’ve reopened this complaint at the request of Ekuban. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. We have received the following information from the player:

Dear Attila,

I apologize for the delay in my response. I would like to reopen my complaint and continue the investigation, as my issue has still not been resolved.

To answer your questions: I have already provided all the required documents in the correct format. The last time I sent all these documents to the casino was on May 1st.

Here is the complete list of the documents I have already submitted to them:

• My National ID Card

• My Passport

• My Driving License

• A selfie of myself holding my ID

• Screenshots verifying my cryptocurrency deposits

• A recent utility bill (issued within the last 3 months) for address verification

• Additionally, I have provided every extra document they requested in their detailed email, including:

• The signed declaration regarding my PEP (Politically Exposed Person) and international sanctions status.

• The hand-written, signed English declarations for both my Source of Wealth (SOW) and Source of Funds (SOF), detailing my activities, transactions, and the requested financial information.

Despite fully cooperating and submitting this extensive list of documents on May 1st, they are still withholding my balance and keeping my account suspended. I have fulfilled all their extreme demands, yet they are still stalling the process.

I kindly ask for your assistance in pushing this forward so I can finally withdraw my funds. Thank you.

Best regards,

Dear Ekuban,

Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support?

You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Dear Attila,

Thank you for your assistance. As requested, I have attached all the documents I previously submitted to Melbet for the verification process.

I have also attached the communication history between Melbet's customer support and myself. Please note that all of my correspondence with Melbet was conducted in Turkish.

If you need any help understanding the context of the messages or require further details, please let me know. Thank you for your time and effort in resolving this matter.

Best regards,

Ekuban

Thank you for your response. Could you please advise what email address have you used? Unfortunately, I was unable to locate your email.

Thank you in advance for your reply.

Dear Ekuban,

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.

I sent an email. Once you confirm that you have received it, I will resend the documents through there

Dear Ekuban,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello Ekuban,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear MelBet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Dear Ekuban and Lucia,

According to the information provided by the relevant department, the player's verification process has not yet been completed because the documents submitted do not meet the required verification criteria.

The player has been informed through their account dashboard that the requested documents must be properly notarized before being uploaded. However, the documents submitted so far have not included the required notarization and, therefore, could not be accepted.

Once the player follows the instructions provided on the website and submits the requested documents in the required format, the verification process will continue. If no additional documents are required, the verification will be completed accordingly.

Dear Ekuban,

At this stage, I kindly ask that you submit the documents requested by the casino, as outlined in their previous message.

According to the casino's KYC policy, they reserve the right to request notarized documents or carry out additional verification checks when deemed necessary. As these requirements are included in their verification terms, we currently have no grounds to challenge the casino's request for notarized documentation.

Once you have submitted the requested documents, please let me know. I will be happy to follow up with the casino on your behalf to confirm whether the documents satisfy their verification requirements or whether any further issues remain that need to be addressed.

Thank you for your cooperation. I look forward to your update.

Dear Lucia and Melbet casino,

I would like to know exactly which documents need to be notarized. Since Melbet is not legal in my country, I do not think a notary would approve or sign a personal declaration regarding this matter. However, I can get my ID, passport, payslip, and birth certificate notarized. Would these be sufficient?

Best regards,

Ekuban

Dear MelBet Casino Team,

I would greatly appreciate it if you could address the players' inquiry and provide further information regarding the requested notarized documents. Thank you for your attention to this matter.

Dear Ekuban and Lucia,

Instructions regarding the required documentation are provided directly to the player during the verification process. Therefore, we recommend that the player review the information available in their control panel or contact the team in charge through the same communication channel to clarify any questions about the documents that must be submitted in this case.

Dear Ekuban,

Could you please confirm whether you have been able to contact the casino team and obtain the necessary information? Additionally, please let me know whether you have already submitted all the required documents. Thank you.

Dear Lucia ,

The same message is still there. They have requested documents, but it is unclear exactly what they want. I will get the documents notarized, resend them, and let you know

Dear Lucia,

Today, I sent my notarized ID, driver's license, and e-payslip, but they were not accepted. They just sent the exact same message screen again

Dear MelBet Casino Team,

Could you please confirm whether the notarized documents submitted by the player were received and reviewed?

If the documents were rejected or considered insufficient, please provide a specific explanation of the reasons. In particular, we would appreciate clarification regarding any information that was missing, unclear, or did not meet your verification requirements.

Please also specify precisely what additional documentation or evidence the player is expected to provide so the matter can move forward without further unnecessary delays.

Thank you for your cooperation.

Hello Ekuban,

We would like to update you that due to Lucia, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Lucia has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Lucia will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru