MelBet Casino - La retirada del jugador se ha retrasado.

I won 45,000 NPR and withdrawal showed SUCCESS on 2026/04/19

I used a local agent for withdrawal. The agent received money from Melbet but did not pay me and blocked me after that.

Melbet is responsible for their agents under Curacao license #5536/JAZ.

I have already filed complaint with Curacao eGaming Authority and Askgamblers .

I have proof: withdrawal SUCCESS screenshot and transaction history.

I want my full amount 45,000 NPR paid. In my esewa or In game account.

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 Bharosh,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem regarding the withdrawal of your winnings.

To better understand the situation and assist you effectively, could you please provide us with the following details:

• Could you please advise how did you come into contact with the agent?
• Have you made any successful payments through this agent before?
• Have you reached out to the casino in relation to this issue?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Jean

I

Dear Bharosh

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, Štefan, (stefan.m@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,

Jean

Dear Bharosh,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from MelBet Casino to join this conversation and assist in addressing the complaint.

Dear MelBet Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear Bharosh and Stefan,

We regret the inconvenience described regarding the withdrawal and understand the concern caused by this situation.

To review the matter with the relevant team and verify the details, we kindly ask the player to provide their account ID and the email address registered with Melbet.

Dear MelBet Casino,

The player has already provided you with their email address. Could you please review the account details and let us know the reason why the player is currently unable to withdraw their funds?

We would appreciate any clarification regarding the issue, as well as information on whether any additional steps or documentation will be required from the player in order to resolve the matter.

I look forward to your response.

My Melbet account is fully verified and I have given all the evidence of blocking me by agent after the withdrawal got success. And it been 38 days Melbet always says it in process not giving any resolution and their customer supports says payment is in process for approval but it's 38 days not approved and I didn't got any amount in my esewa or in my melbet account

Dear Bharosh and Stefan,

The information provided by the player has already been forwarded to the relevant team for review. Additionally, Bharosh, if you have previously contacted our support team regarding this situation, please also share the related ticket number or reference number, as this may help the team review the case more efficiently.

Once we receive further information from the responsible department, we will provide an update.

Thank you for the update.

I have not been given any reference number or ticket number from MelBet support regarding this withdrawal.

This withdrawal was requested on 2026/04/19 for NRS 45,000 and showed as successful, but the agent took the money and ran. It has been 42 days since 2026/04/19 and my complaint is still unresolved.

Please escalate this case and provide an update on my payment by melbet on my esewa or game account as soon as possible.

Dear MelBet Casino,

Thank you for your response and the information provided.

Could you please provide us an update on the situation? Did the relevant team manage to review the case?

I look forward to your response.

Dear Bharosh,

We understand your concern regarding the delay. At this time, the case remains under review by the finance department, which is actively working on the matter.

As soon as we receive any updates regarding your withdrawal request, we will inform you accordingly.

We appreciate your patience while the investigation is ongoing.

Dear Casino guru Team and Melbet Representative,

It has been 55 days since my withdrawal request on 2026/04/19, and Melbet keeps repeating that the payment team is "still working on it". This is not a valid update.

I request Casino guru Team to properly investigate this case and firmly push Melbet’s finance team to provide a concrete resolution date.

Keeping the complaint open for 55 days with no progress is unacceptable. Please escalate this and ensure Melbet credits my NRS 45,000 withdrawal without further delay.

Regards,

Bharosh

Dear MelBet Casino

We would like to inform you that we do not believe the player can be held responsible for the fact that an authorized agent allegedly misappropriated the withdrawn funds.

From our perspective, the player used a payment channel and agent that were authorized and accepted by your platform. Therefore, we believe that the responsibility for resolving this issue lies with the casino and that the player should be compensated in full.

We would like you to provide us with your position on this matter. We kindly ask that you inform us whether you are willing to compensate the player or propose an alternative resolution.

We sincerely hope that we can reach a fair and mutually acceptable resolution and that the player will be compensated accordingly.

I look forward to your response.

Dear Bharosh,

Thank you for your patience while we reviewed your case.

Following a detailed review by our Payments Department, we have received an update regarding your case.

According to the information provided, the agent successfully processed payouts of 11,050 NPR on April 22 and 22,300 NPR on April 27. Additionally, to confirm that the agent was actively communicating with you, a 100 NPR verification transfer was sent to your account. After receiving this verification transfer, you deleted the chat history with the agent.

Dear MelBet Casino,

Thank you for your response.

Could you please confirm whether these payments were sent to the complainant's bank account?

Thank you in advance for your clarification.

I look forward to your response.

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 Stefan,

According to the information provided by the relevant team, the user has been requested to provide an official bank statement in PDF format in order to continue the investigation regarding the disputed payments.

The Payments Department has clarified that this document is required to verify whether the funds were credited to the user's account. The team also confirmed that the spreadsheet screenshot previously provided by the user cannot be accepted as an official banking document for verification purposes.

At this stage, the investigation cannot proceed further until the requested official document is received.

Dear Bharosh,

Thank you for the update.

Could you please follow the casino's instructions and provide the requested official bank statement in PDF format so that they can continue their investigation?

Please let me know once you have submitted the document to the casino.

I look forward to your response.

Dear Bharosh,

Thank you for your response.

It should also be possible to download your eSewa bank statement in PDF format. We kindly ask you to do so and provide the PDF file directly to the casino's support team so they can continue their investigation.

Please let me know once you have submitted the document.

I look forward to your response.

I have send all the statement pdf and videos of statement to the Melbet team. So, investigate by it

Regards

Bharosh

Dear Bharosh,

Thank you for your response.

Could you please send the PDF bank statement to my email address at stefan.m@casino.guru?

I look forward to your response.

I already state that I don't use bank account this is a delay tactic I use only esewa and I have already send esewa statement pdf to the Melbet team

Dear Bharosh,

I would like to kindly ask you once again to send your eSewa bank statement in PDF format to my email address at stefan.m@casino.guru.

Once I receive and review the document, I will be able to proceed with the complaint accordingly.

I look forward to your response.

Dear Bharosh,

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 have already mailed you a esewa statement of not receiving any payment from Melbet agent of biratchowk-Goreymarket.

You can check your mail

Regards

Bharosh limbu

I do NOT have a bank account. I use eSewa

I cannot provide a bank PDF that does not exist.

Stop asking for impossible documents.

Provide UTR/Transaction ID proof for agent claimed payments of 11,050 + 22,300 NPR.

No UTR = No proof of payment.

Agent fraud = Casino liability.

Refund 45,000 NPR within 74 hours.

Regards

Bharosh limbu

Dear Bharosh,

Thank you for your cooperation.

I have reviewed the document you sent via email, and it appears that it was downloaded in spreadsheet format rather than as the original PDF bank statement.

We kindly ask you to download the original PDF statement directly from your eSewa account and provide it both to the casino and to my email address at stefan.m@casino.guru.

Please let me know once you have done so.

I look forward to your response.

Dear Bharosh,

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,
Stefan
Casino.Guru