MelBet Casino - La recuperación de la cuenta del jugador se retrasa.

Hello, I registered at Melbet Casino, made a deposit and played with them. Unfortunately, I forgot my password and did not link my email on the site. Now I am unable to recover my password. I asked the casino to recover my account so that I can continue to play there. To do this, they asked for identification documents and a deposit receipt.

I sent all the documents they requested to the casino, but to my disbelief they told me they cannot accept that the account belongs to you, this is a scam, when I sent them the deposit receipt it means I made the deposit, I don't understand the problem, please help me

Dear Amirrry,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation and assist you more effectively, could you please provide answers to the following questions:

• What specific identification documents did you send to the casino?
• Can you confirm the method you used to make your deposit (e.g., credit card, e-wallet, crypto)?
• When exactly did you register at the casino? Have you received any emails welcoming you to the casino?
• What was the exact reason provided by the casino for not accepting your documents? Please forward me the entire communication between you and the casino customer support at veronika.f@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Hello

I paid them through Premium Voucher, the registration date is 2025.04.27. They asked for my national ID picture and a selfie with my national ID, which I sent them. They did not mention any specific reason for not accepting me.

Please check your Email

Thank you for your email. Could you please specify which registration method you used at this casino?

I registered with one click.

Have you submitted any personal information into the account you opened with a one-click registration?

No, I did not record any information.

Did you have to provide any personal information when you selected the deposit option through Premium Voucher? Please note that if you did not enter any personal information during the deposit process or when creating your casino account, the casino might not be able to verify you as the account owner.

Dear Amirrry,

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 did not enter any information.

Thank you for your reply.

After reviewing all the details of your case, we regret to inform you that we are unable to support your complaint any further. Since you registered using the one-click method and did not enter any personal information into your account—either during registration or when making your deposit—the casino has no way to verify your ownership of the account.

In such cases, even if a deposit receipt is provided, the casino is unable to confirm who the account truly belongs to. This makes account recovery impossible from a security standpoint.

Unfortunately, because of this, we have no grounds to request that the casino gives you access to the account or refunds your deposit. For these reasons, we must now reject your complaint.

Thank you for your understanding.

Best regards

Veronika