MelBet Casino - Igrač trpi neuplaćene depozite.

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Dear Geek,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.

If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.

I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.

Thank you for your understanding.

Best regards,

Veronika

Dear Veronika,

Thank you for your response. However, I strongly disagree with the suggestion that this issue should be resolved by me through the "payment provider," as this is both unrealistic and unfair in this case.

As a player, I do not have access to any independent or well-known payment providers such as Skrill, Neteller, or Piastrix, where users can contact support or open disputes. The payment method used here is a proxy/intermediary system called TRANZEXPAY, which is exclusively offered and controlled by Melbet.

I did not choose this payment processor — Melbet did. I simply followed the casino’s instructions and transferred funds to the card numbers shown on their payment page. Both deposits were completed successfully, and the funds left my bank account without any errors.

Deposit details:

15,000 RUB — 21/01/2026 — Deposit Query No: 12166294

5,000 RUB — 04/12/2025 — Deposit Query No: 10442641 Casino Account ID: 234127015

I submitted all requested documents, including payment receipts, bank statements, screenshots, and PDFs, clearly proving that both payments were successfully sent to the accounts provided by Melbet.

I also contacted my bank. The bank confirmed that since these were card-to-card transfers, they cannot initiate a chargeback or investigation. Their only suggestion was to file a legal claim against the cardholder, which is completely unreasonable, as this cardholder is part of Melbet’s payment infrastructure and not a party I chose or can identify.

I have no direct way to contact TRANZEXPAY. There are no public support channels, no customer service, and no dispute mechanism available to players. Despite this, I sent all payment proofs through the payment screen, and in return I was told that the funds might be credited anytime between 8 months and 7 years, with no guarantees. This is unacceptable.

Melbet is the party that offers this payment method and benefits from it. Therefore, Melbet must take responsibility and actively contact their payment partner (TRANZEXPAY). Expecting the user to resolve an issue with an inaccessible, anonymous intermediary is not reasonable.

I have fulfilled all my obligations as a player. The payments were made correctly and documented in full. The responsibility to resolve this issue lies entirely with Melbet and its chosen payment provider.

Kind regards,

Daghan

Thank you for the explanation. Please forward me all the communication between you and the casino customer support regarding the missing deposits at veronika.f@casino.guru.

Could you also specify if you made any successful deposits using this payment method at MelBet Casino before?

Dear Veronika,

Thank you for your message. I have attached all communications between me and Melbet customer support regarding the missing deposits. This includes emails, support chat logs, and screenshots of the messages I sent and received. Additionally, I have included screenshots of the deposits and payment confirmations to show that the funds were successfully sent.

Regarding your question about prior successful deposits using this payment method at MelBet:

I have made successful deposits using the same payment method in the past. However, the issue here concerns the two deposits that are still missing:

15,000 RUB — 21/01/2026 — Deposit Query No: 12166294

5,000 RUB — 03/12/2025 — Deposit Query No: 10442641

Both deposits were sent according to Melbet’s instructions, and all proofs were submitted multiple times, including via email and the T‑Bank application. Despite this, the funds have not been credited, and Melbet has failed to take any meaningful action.

Please review the attached files and screenshots. I am happy to provide any additional evidence if required.

Kind regards,

Daghan

Dear Geek

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, Michal (michal.v@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,

Veronika

Hello Geek,

My name is Michal, 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,

Michal

Dear Daghan and Michal,

According to the latest update from the responsible team, the deposit of 15,000 RUB is still pending confirmation from the payment system. This process depends on the external provider and is currently under verification. Once a response is received, you will be informed by email, as your case has been handled so far.

The deposit of 5,000 RUB was successfully credited on the same day of the transaction.

This is the most recent information available regarding your deposits.

Best regards,

Melbet team.

Dear Melbet Team and Michal,

Your latest response is completely unacceptable and continues to contradict the actual facts and your own payment query records.

You claim that the 5,000 RUB deposit was credited on the same day, yet your own system still shows an active payment query for this transaction. If the funds were truly credited and finalized, there would be no unresolved query remaining.

Let me clearly restate the full timeline with exact details:

5,000 RUB — 03/12/2025 — Deposit Query No: 10442641 — STILL MISSING

5,000 RUB — 03/12/2025 — Only one of the two deposits was credited

15,000 RUB — 21/01/2026 — Deposit Query No: 12166294 — STILL NOT CREDITED

I have already sent multiple receipts directly from my bank application, as instructed. I also provided full screen recordings clearly showing:

The successful transfers

The exact timestamps

The recipient card details provided by Melbet

And confirmation that the funds were deducted from my account

Michal, I am sending these screenshots and the video recording to your email again so you can personally verify this.

What makes this situation even worse is that after all this time, you are still saying that you are "waiting for confirmation from the payment provider."

This is not my responsibility.

I have been waiting:

More than 3 months for my missing 5,000 RUB, and

More than 1 month for my missing 15,000 RUB

As a customer, I am the one who is suffering financial damage here, not Melbet.

From the customer’s perspective, I made the payments successfully to the details provided by your platform. What happens between you and your payment provider is entirely your internal matter. It is absolutely unacceptable that the customer is forced to wait for months without resolution while you continue to shift responsibility to a "provider."

This prolonged delay, contradictory statements, and failure to resolve confirmed payments seriously damage your credibility.

Your own payment queries prove that these deposits are still unresolved.

Please stop sending generic responses and resolve the missing 20,000 RUB immediately.

If this situation is not resolved urgently, I will continue escalating this case through all available regulatory, legal, and public channels.

Kind regards,

Proof Video:

1) https://streamable.com/b0u7q1

2) https://streamable.com/e8xdn7

Daghan

Thank you, Geek. I confirm that I have received the email.

Dear MelBet Casino,

I would like to clarify whether my understanding is correct: is the confirmation of the player’s deposit merely a matter of time, with no other issues that could hinder the successful crediting of this deposit to the player’s account? If possible, could you provide us with an estimated timeframe for when we might expect this to be completed?

Dear Daghan and Michal,

According to the available information, the case remains pending confirmation from the payment system. So far, we have not received any additional update indicating a different issue; however, it is not possible to provide an estimated timeframe, as we depend on the external provider’s processing times.

We have updated the case with the most recent information provided by the user, and any new developments will be communicated as soon as we receive a response, which occurs in parallel with the notification sent directly to the player.

Best regards,

Melbet team.

Dear Michal and Veronika,

Thank you for your assistance and for keeping this complaint open.

However, I would like to point out a clear contradiction in Melbet’s statements and explain why their latest response is not acceptable from a customer’s perspective.

1. The payment was completed successfully from my side

I made the deposit of 15,000 RUB on 21 January 2026 (Deposit Query No: 12166294) using the exact payment details provided by Melbet. The transfer was completed successfully by my bank, and the funds were sent to the card specified in their cashier. I have already provided:

The official bank receipt

The payment confirmation

My full bank account statement

Screenshots

And even a screen video recording showing the proof and the email submission from within the bank application

This clearly proves that the funds left my account and were delivered to the recipient specified by Melbet.

2. The choice of payment provider is entirely Melbet’s responsibility

I did not choose or have any relationship with their payment provider. I simply followed the instructions inside the Melbet cashier and sent the money to the account they provided.

Therefore, any delay, verification, or internal issue with their payment provider is strictly between Melbet and their payment partner — not the customer.

From a fairness standpoint, the player cannot be held responsible for operational or technical issues between the casino and its own payment processor.

3. The timeframe is unreasonable and unacceptable

It has now been:

Over 1 month for the 15,000 RUB deposit

And over 2.5 months for my other 5,000 RUB deposit issue (Query No: 10442641)

Yet Melbet still cannot provide:

A resolution

A timeframe

Or any concrete explanation

Instead, they continue to say they are "waiting for the provider."

This creates a situation where the customer’s money is effectively withheld indefinitely without accountability.

4. The casino must take responsibility

From my understanding, once the player completes the payment correctly using the casino’s official cashier instructions, the obligation shifts to the casino to resolve the matter with their payment provider.

The player should not bear the financial risk of the casino’s third-party processor.

Conclusion

I respectfully ask CasinoGuru to consider that:

I fulfilled all my obligations correctly

I provided complete and verified proof

The funds were successfully transferred

The delay is entirely on Melbet’s side and their chosen payment provider

This situation has already exceeded any reasonable processing time.

I kindly request CasinoGuru to evaluate this case accordingly and take this behavior into account in Melbet’s trustworthiness assessment.

Thank you very much for your time and support.

Kind regards,

Daghan

Dear Geek,

I genuinely empathize with your frustration regarding this situation. I appreciate you providing all the necessary evidence and documentation. From my perspective, you have taken all the appropriate steps needed for this process. Unfortunately, there are times when delays occur due to issues on the payment provider's side, and the casino may have limited ability to address these circumstances. I would recommend that we continue to monitor the situation closely, and I am optimistic that we will arrive at a successful resolution soon.

Dear MelBet Casino,

Please keep us informed on any updates regarding this matter. The duration for the players' deposits to be credited has already been extended, and I hope to see a resolution to this case as soon as possible. Should you require any further information or action from the player, please do not hesitate to let us know. I look forward to hearing from you.

Dear Michal,

Thank you for your response and for your continued attention to this case. However, I must respectfully emphasize that this situation has now gone far beyond any reasonable timeframe, and Melbet’s latest statements have made it even more serious.

It has now been over 3 months since my first missing deposit, and over 2 months since the second one. Additionally, it has been 1 full month since I submitted this complaint here on CasinoGuru — and still there has been absolutely no progress or resolution.

I would like to ask a very simple and fair question:

Why am I, as the customer, the one paying the price for a problem between Melbet and their own payment merchant?

This is not a payment provider I selected. This is not a service I have any access to or relationship with. This is Melbet’s own payment method, their own partner, and their own responsibility.

Yet:

There is no deadline

There is no estimated timeframe

There is no accountability

And there is no resolution

Even worse, Melbet’s live support previously told me that this process may take up to 7 years.

And now, their latest response is even more alarming. They told me:

"Some of our platform's terms and conditions weren't met, which is why we haven't been able to locate your payment… the payment couldn't be traced… and we won't be able to recover it."

This is an extremely serious claim.

They are now stating that my money is essentially "untraceable" and cannot be recovered, yet they:

Do not specify which exact rule was violated

Do not provide any evidence

Do not provide any investigation report

Do not explain where the money went

Money does not simply disappear.

Michal, I also sent you video recordings and screen evidence clearly proving that I submitted all the required receipts and documents to Melbet exactly in the format they requested.

You have personally seen that I followed every instruction correctly.

What else am I supposed to do as a customer?

Despite this, Melbet simply closed my queries and is now refusing responsibility without providing any real explanation.

There are also clear inconsistencies and alarming facts:

On 03 December 2025, I made two deposits of 5,000 RUB each (total 10,000 RUB).

This deposit has a Deposit Query No: 10442641, and this query was marked as successfully resolved. However, one 5,000 RUB payment was never credited to my Melbet account.

On 21 January 2026, I made a 15,000 RUB deposit (Query No: 12166294) — and this deposit is still missing and unresolved.

So to summarize:

10,000 RUB total deposits on 03 December 2025 → Query 10442641 marked resolved → but 5,000 RUB is still missing

15,000 RUB deposit on 21 January 2026 → Query 12166294 → still missing

Total missing amount: 20,000 RUB

How can a query be marked as resolved if the funds never appeared in my balance?

Additionally, Melbet has not provided any actual evidence of their efforts to resolve this with their payment provider.

For example, they could easily provide:

Their communication with the merchant

Proof of investigation

Proof of where the funds are currently

But they provide nothing — only generic statements.

Meanwhile, I have provided everything:

Official bank receipts

Full bank statements

Screenshots

Email confirmations

Video proof

I have done everything correctly and fulfilled all my obligations as a player.

I have also waited patiently for over 3 months.

Three months is not a short time.

At this point, Melbet is no longer even saying they are resolving it — they are saying they cannot recover it.

This is completely unacceptable, because I sent the money successfully to the payment details provided by Melbet’s own system.

This is not my error.

This is either:

A failure of Melbet’s payment system, or

A failure of their payment partner, or

A serious internal handling error

But in all cases, this is Melbet’s responsibility — not the player’s.

I respectfully request CasinoGuru to take stronger and immediate action in this case.

Specifically, I ask you to:

Hold Melbet accountable

Request real evidence from them

And reconsider their trustworthiness rating based on how they are handling player funds

Because right now, from my perspective, my deposits were accepted by their system, never credited to my account, and now they are refusing to recover them without explanation.

This situation cannot be considered fair, normal, or acceptable.

I sincerely hope CasinoGuru will stand on the side of fairness and player protection.

Kind regards,

Daghan

They provided the bank details, I deposited to it and now they say like this after waiting 3 months!!!

Dear Daghan and Michal,

According to the latest information provided by the relevant team, the deposit of 15,000 RUB was credited on January 29.

Regarding the remaining amount, we were informed that due to a violation of the platform’s replenishment terms, the payment could not be located.

For detailed clarification on this matter, the player should personally contact the support team at info@melbet.com, where further information can be provided.

Best regards,

Melbet team.

Dear Michal,

Melbet’s latest response is completely unacceptable and frankly insulting after everything that has happened over the past three months.

Now they are claiming that I "violated the platform’s replenishment rules."

This is exactly why I am here on CasinoGuru.

If Melbet had been able to resolve this via email or live support, I would not be here. For over 3 months, I have:

Sent multiple emails

Contacted live support countless times

Sent bank receipts in the exact format they requested

Sent full bank statements

Sent video recordings proving I followed their instructions

And yet nothing was resolved.

Now, instead of explaining the issue transparently here, in front of CasinoGuru, they are again telling me to "send an email."

This is the same cycle again and again.

First, they said they were waiting for the provider.

Then they said it could take years.

Then they said the payment could not be traced.

Now they suddenly claim I violated some rule — without specifying which rule.

If I truly violated a rule, then I demand that Melbet clearly state here:

Which exact clause number?

Which exact rule?

What specific action of mine violated it?

How does that justify keeping my deposited funds?

I made two payments of 5,000 RUB on the same day to the exact bank details provided by their system. One was credited, the other was not.

Then I made a 15,000 RUB deposit — also to the exact details provided by their system.

They are the ones who instructed me where to send the money.

How can sending money to the bank details shown in their own cashier be considered a "rule violation"?

Are players now responsible for the casino’s own payment system?

This is absurd.

From my perspective, this looks like the following:

They instructed me to send money to a specific bank account.

I sent the money successfully.

They accepted one payment and did not credit the other.

They investigated for months.

And now they are inventing a vague "rule violation" to justify keeping the funds.

This is exactly why I am asking CasinoGuru to take this seriously.

I state this clearly:

Melbet must explain publicly, here, what happened to my 5,000 RUB and 15,000 RUB.

No more generic phrases. No more "contact email." No more undefined "rule violations."

It has been 3 months.

Three months of delays, contradictions, and shifting explanations.

This is not normal payment processing. This is not professional behavior. And this is not how a trustworthy casino operates.

Michal, I respectfully request that you require Melbet to provide:

The exact rule allegedly violated

Documentary proof

And a clear explanation of where the funds currently are

Because from a player’s perspective, this situation gives the strong impression that the casino is simply retaining deposited funds without proper justification.

I have fulfilled every obligation on my side.

Now I expect full transparency and accountability from Melbet.

Kind regards,

Daghan

Dear Michal,

I would like to provide additional evidence showing how unreasonable Melbet’s behavior has become.

As you can clearly see from the attached screenshot, I sent an email to info@melbet.com on 26 February 2026 at 21:33, exactly as Melbet instructed me to do here on CasinoGuru.

I still have not received any response.

This perfectly summarizes the entire situation for the past 3 months:

They told me to contact support → I contacted support.

They asked me to send documents → I sent bank receipts and confirmations.

They requested proof from my bank → I obtained and submitted it.

They told me to wait → I waited.

They said the merchant investigation was ongoing → I waited again.

They asked me to email them directly → I emailed them.

Now suddenly, after months of waiting, they claim there was a "rule violation."

This makes absolutely no sense.

How can a player violate rules simply by making a deposit using the payment details provided directly by the casino’s own cashier system?

I did not choose the merchant.

I did not invent the payment method.

I simply followed Melbet’s instructions and transferred money exactly as shown on their platform.

For three months I have heard only changing explanations:

"Waiting for merchant"

"Processing delay"

"No estimated timeframe"

"Please wait longer"

"Contact email"

And now: "rule violation"

Yet:

*No rule number

* No explanation

*No evidence

* No response to emails

* No clarification where my money is

I complied with every request made by Melbet.

I sent every document they asked for.

I waited the time they requested.

And now they neither credit my funds nor respond to my emails, while continuing to redirect me back to the same unanswered communication channels.

At this point, the situation looks very clear from a player’s perspective:

Melbet accepted my deposits, failed to credit them, delayed the case for months, and is now using vague and undefined accusations to avoid returning the funds.

I respectfully ask again:

*What exactly happened to my 5,000 RUB + 15,000 RUB?

*Which exact rule did I allegedly violate?

*Why is this not explained publicly here?

*Why are my emails being ignored after I followed their instructions?

If there truly was a violation, Melbet should openly state it here before CasinoGuru, including the exact clause and factual justification.

Otherwise, after 3 months of delays, unanswered emails, and contradictory explanations, this situation gives the strong impression that my deposited funds are simply being withheld without justification.

Michal, I kindly request CasinoGuru to intervene more firmly and require Melbet to provide a clear, transparent, and documented explanation instead of continuously redirecting me while no resolution is provided.

Kind regards,

Daghan

Dear Michal,

Once again, Melbet is asking me to contact them via email instead of providing a clear explanation here in front of CasinoGuru.

However, I want to make this very clear:

I have already sent the requested email to info@melbet.com exactly as instructed, and it has now been 4 days without any response.

Melbet keeps claiming that there was a "violation of platform rules," yet:

They do not specify which rule was violated,

They do not provide the rule number,

They do not explain how I supposedly violated it,

And they provide no evidence whatsoever.

If there truly was a violation, there should be no reason to hide this information.

A professional and transparent operator should be able to clearly state here:

the exact clause number of the Terms & Conditions,

the reason for applying it,

and documented proof supporting their decision.

Instead, Melbet avoids answering publicly and continuously redirects me to email communication — where they simply do not respond at all.

So the situation now is:

I am told to send emails → I send them.

I am told to provide documents → I provide them.

I am told to wait → I wait for months.

And now I am told there is a rule violation → but no rule, no explanation, and no proof is given.

Meanwhile, my funds remain missing.

After more than 3 months, this behavior cannot be considered normal support or investigation. From a player’s perspective, it appears that Melbet is deliberately avoiding transparency while retaining my money.

Therefore, I respectfully ask CasinoGuru to require Melbet to provide a full and detailed explanation directly here, including:

The exact rule number allegedly violated,

Evidence supporting this claim,

And a clear statement explaining what happened to my 5,000 RUB + 15,000 RUB deposits.

Redirecting me to unanswered emails is not a resolution.

Kind regards,

Daghan

Dear MelBet Casino,

I wanted to follow up on your statement:

"Regarding the remaining amount, we were informed that due to a violation of the platform’s replenishment terms, the payment could not be located."

Could you please clarify if this "violation of the platform's replenishment terms" happened on the player's side, or if the issue lies solely between the casino and the payment provider?

Hello Michal again,

I want you to know that they haven't responded to my email for 7 days. They aren't clearly stating the reasons here either. Please, can Melbet share proof of whether or not they responded to my last email? This has now reached the level of fraud.

Dear Michal,

Hello. We are now entering the 9th day without any response from Melbet to the email they specifically asked me to send.

I would like to ask again: what happened to my money?

Melbet claims there was a "rule violation," yet they have still not explained which rule, which clause, or how it was supposedly violated. There is no explanation, no evidence, and no transparency.

The timeline of this case clearly shows how the story keeps changing:

- First, I was told the money would be credited within 2 months.

- After the 2 months passed, they said the transaction was waiting for merchant confirmation.

- Then they claimed the payment was already credited, which is simply not true because the funds never appeared in my account.

- Now they suddenly claim there was a rule violation, but refuse to explain what that violation actually is.

They also instructed me to send an email to their support, which I did immediately.

However, it has now been more than 9 days and they have not responded at all.

At this point, more than 3.5 months have passed since the first missing payment, and the funds are still missing.

I have done everything they asked for:

- I provided bank receipts.

- I sent the documents in the exact format requested.

- I shared screenshots and even video recordings.

- I waited patiently for months.

So I would like to ask honestly:

What else am I supposed to do?

From my perspective, it appears that Melbet is simply stalling, changing explanations repeatedly, and avoiding giving a clear answer about where my money actually is.

I kindly ask CasinoGuru to require Melbet to finally provide a clear and documented explanation regarding:

- Where the funds are

- Which exact rule was allegedly violated

- And why this information has still not been provided after more than 3 months

Because at this point, the situation looks like my funds have simply disappeared without any accountability.

Kind regards,

Daghan

Dear Daghan and Michal,

We have received the following response from the Security Department regarding this case.

According to the information provided, it is not recommended to transfer funds using payment details that were previously provided. In this case, the payment details used for the transfer were outdated, which made it impossible to track the deposit.

Based on the review, the transfer was made using incorrect payment details. For this reason, users are advised to carefully verify the current payment details before making any transfers in the future.

Dear Michal,

I must clarify that the last explanation about "outdated payment details" was written by the Melbet team, Unfortunately, this explanation creates even more contradictions and does not match what actually happened.

First of all, Melbet has still not addressed the fact that they have been ignoring my emails for 9 days. They repeatedly instruct me to contact them by email for clarification, yet when I follow their instructions and send emails, they simply do not respond. If email communication is required to clarify the issue, why are my emails being ignored?

Secondly, Melbet now claims that the payment details were "outdated" and therefore the deposit could not be tracked. This explanation does not make sense in my case.

On 03 December 2025, I made two deposits of 5,000 RUB each using the exact same bank account details provided by Melbet. These transfers were made approximately two hours apart to the same account.

If the payment details were truly outdated or incorrect, then both transfers should have failed. However, that is not what happened.

• One 5,000 RUB deposit was successfully credited to my Melbet account

• The second 5,000 RUB deposit to the exact same account was never credited

This clearly proves that the payment details were valid and active at the time, otherwise the first transfer would not have been credited either.

For this reason, Melbet’s claim that the payment details were outdated does not logically explain the situation.

Additionally, for months I was told something completely different by Melbet support. I was repeatedly told that:

• the payment was under investigation with the payment merchant

• I needed to wait up to two months

• after the investigation the funds would be credited to my account

Now, after more than 3–4 months, they suddenly claim that the payment details were incorrect. If that were true, this could have been identified immediately — not after months of waiting and investigation.

There is also another serious inconsistency.

The deposit query 10442641 (related to the 10,000 RUB deposits) was marked as resolved, yet 5,000 RUB from that day is still missing from my account. How can a payment query be marked as resolved if the money never appeared in my balance?

At this point, after more than 3.5 months, multiple contradictory explanations, ignored emails, and missing funds, the situation is extremely concerning.

I followed every instruction given by Melbet:

• I sent the requested bank receipts

• I sent bank statements

• I sent screenshots

• I even sent screen recordings proving that the documents were sent exactly as requested

Despite all of this, my emails are now being ignored and the explanation keeps changing.

I respectfully ask CasinoGuru to carefully review these contradictions and the timeline of this case. From a player’s perspective, it is extremely difficult to understand how a deposit can disappear, a query can be closed as resolved, and yet the funds never reach the player’s account.

Kind regards,

Daghan

Dear Michal,

I would like to add several very important clarifications to this complaint, because Melbet’s latest explanation does not match what actually happened.

First, I would like to point out another serious issue. Melbet repeatedly told me that if I wanted clarification, I should contact them by email. I followed this instruction and sent the requested email. However, since the day they told me to email them, I have not received any reply at all. It has now been more than two weeks without any response.

In other words, they tell me to contact them by email for clarification, but when I do exactly that, they simply do not respond.

Now regarding the payment itself.

Melbet claims that the payment details were incorrect or outdated. However, this explanation directly contradicts what actually happened.

On 03 December 2025, I made a 5,000 RUB deposit using the bank account details provided by Melbet. This transfer was successfully credited to my Melbet account.

Approximately 1–2 hours later, when I wanted to make another deposit, the system again provided the exact same bank account details. I did not reuse any old information myself — these were the payment details shown to me by Melbet’s system at that moment.

Following those instructions, I transferred another 5,000 RUB to the same bank account.

So if the payment details were really wrong or outdated, there is an obvious contradiction:

• The first 5,000 RUB from that account was credited successfully.

• The second 5,000 RUB sent to the exact same account was not credited.

If the details were invalid, the first payment should not have worked either. And if the details were outdated, the system should not have shown them again when I attempted the second deposit.

After the second payment was not credited, Melbet support did not say anything about incorrect payment details or rule violations. Instead, they told me the case was under investigation and asked me to send proof.

They specifically instructed me to:

• send the bank transfer receipt, and

• contact their payment merchant directly at sup@hobhlac.com.

I followed these instructions exactly. I sent the bank receipts and contacted the merchant as requested.

On 05 February 2026, I received a reply from that merchant email stating that they would try to help resolve the situation, but that the process could take between 7 days and 2 months. Because of this message, I waited patiently as instructed.

Now, after months of waiting, Melbet is suddenly claiming that the payment details were wrong. This directly contradicts the earlier investigation and the communication with their own merchant.

There is also another major issue.

Melbet recently stated that the 15,000 RUB deposit from 21 January 2026 was credited on 29 January.

However, this amount has never appeared in my Melbet account balance. I have checked my account history and there is no credit of 15,000 RUB.

So at this point there are two unresolved payments:

• 5,000 RUB from the second transfer on 03 December 2025, which was never credited even though the first transfer to the same account was successful.

• 15,000 RUB from 21 January 2026, which Melbet claims was credited but never appeared in my account balance.

During this entire process I have done everything requested from my side:

• I provided bank receipts

• I provided statements

• I sent screenshots

• I contacted the merchant as instructed

• I waited months for the investigation they asked me to wait for

Despite all of this, Melbet has now stopped responding to my emails and continues to provide inconsistent explanations.

I kindly ask CasinoGuru to review these contradictions carefully and require Melbet to provide clear documentation explaining where these funds went and why they were not credited.

Kind regards,

Daghan

Dear Geek,

I truly empathize with your frustration, and I genuinely wish to assist you in resolving this matter promptly. I understand that the duration of this case has been longer than either of us would prefer. However, I kindly request that you refrain from sending lengthy, consecutive messages in this thread, as it complicates my ability to locate the pertinent information and prolongs the resolution process. I appreciate your patience in this matter. Thank you for your understanding.

Dear Melbet Casino,

I would like to address the situation regarding the player's deposits. While you state that the player has made several successful deposits, I understand that there are concerns regarding the latest deposit and the use of outdated payment details. If I have interpreted this correctly, the player utilized the same payment method for all previous deposits. I kindly request a more detailed explanation of this matter, along with your suggestions for an appropriate resolution. Given that this case has been ongoing for quite some time, I truly hope we can reach a satisfactory conclusion soon. Please understand that if a relevant explanation and solution are not provided, I may have to consider closing this complaint as unresolved, which could negatively affect your safety index. Thank you for your attention to this matter, and I look forward to your prompt response.

Dear Michal,

We would like to provide a detailed clarification regarding the player’s deposit issue.

The payment method used by the player (TBANK / TRANZEXPAY) may involve payment details that are time-limited and intended for a specific transaction. As confirmed by our security team, the details used by the player’s third deposit were no longer valid at the time of the transfer.

The player had successfully completed previous deposits using this method. However, in this case, the transfer was made using outdated payment details, which made it impossible to correctly process and trace the payment within the provider’s system.

We would like to emphasize that, according to standard procedures, players are required to use only the payment details provided during the active deposit session and ensure that the details are still valid before completing the transaction. This is an important measure related to the nature of third-party payment providers and is necessary to ensure secure and accurate processing.

Regarding the resolution, the player has already provided payment confirmation and the required details. However, after a thorough investigation, our payments department was unable to locate the transaction within the provider’s system.

We remain committed to assisting both the player and your team in this matter and are ready to review any additional information should it become available.

Thank you for your understanding.

Dear Michal,

I read the Melbet’s latest response. However, this explanation still does not match the actual facts of the case and raises further contradictions.

Melbet claims that the third deposit was made using "outdated" or "time-limited" payment details. However, this does not reflect what actually happened from my side.

On 03 December 2025, I made a 5,000 RUB deposit, which was successfully credited. Shortly after that, approximately 1–2 hours later, when I initiated another deposit, Melbet’s system provided me with the same payment details again.

I did not reuse old or saved details manually. I simply followed the instructions shown by the platform at that moment and transferred another 5,000 RUB to the same account.

If those details were truly "time-limited" or no longer valid, then:

- Why were they shown again by the system during the second deposit attempt?

- Why was the first transaction successful, but the second one to the same account was not?

This clearly indicates that the issue is not as simple as "outdated details."

Furthermore, if this was indeed the root cause, it should have been identified immediately. Instead, for months, I was given completely different explanations:

- I was told the payment was under investigation

- I was asked to wait up to 2 months

- I was told the case was being handled with the payment provider

- I was even instructed to contact the merchant directly and send documents

I followed all of these instructions.

I contacted the merchant (sup@hobhlac.com) and received a response on 05 February 2026, where they clearly acknowledged the transfer and stated that they would try to resolve it within 7 days to 2 months.

This is extremely important, because it shows that:

- The transaction was recognized by the merchant,

- The case was under review,

- And there was a clear expectation that the funds could be credited after investigation

Now, after more than 3–4 months, Melbet is stating that the transaction "cannot be located at all." This directly contradicts the earlier communication and the merchant’s own response.

Additionally, Melbet states that the transaction cannot be found within the provider’s system. However, from a player’s perspective:

- I transferred the funds to the bank account provided by Melbet’s system

- The transfer was successfully completed by my bank

- I provided all confirmations, receipts, and statements

If the payment cannot be located internally, this indicates an issue between Melbet and their payment provider — not an error on the player’s side.

There is also another unresolved issue.

Melbet claims that the 15,000 RUB deposit from 21 January 2026 was credited on 29 January. However, this is not correct, as this amount has never appeared in my account balance.

So at this point:

- 5,000 RUB from 03 December 2025 is still missing

- 15,000 RUB from 21 January 2026 is also not reflected in my account

Despite this, Melbet is closing queries and providing inconsistent explanations.

Finally, I must again point out that:

Melbet instructed me to contact them by email for clarification, but they have not responded to my emails for more than two weeks.

If the matter requires email communication, then ignoring those emails makes it impossible to resolve the issue.

---

In conclusion, I respectfully ask for clarification on the following points:

1. Why did the system provide the same payment details again if they were already expired?

2. Why was one transaction to the same account successful while the other was not?

3. Why did the merchant confirm the case and provide a resolution timeframe if the transaction cannot be found?

4. Why has the explanation changed multiple times over several months?

5. Why is the 15,000 RUB deposit claimed as credited when it is not visible in my account?

6. Why are my emails being ignored after I was instructed to send them?

I kindly ask CasinoGuru to review these inconsistencies carefully and require Melbet to provide clear, verifiable evidence rather than general explanations.

Kind regards,

Daghan

Dear MelBet Casino,

Could you kindly explain to me in more detail exactly which payment details were outdated? You can either post the information here or reach me at michal.v@casino.guru.

Dear Michal,

We will receive detailed information regarding this request and will send it via email immediately.

We appreciate your patience in the meantime.

Dear MelBet Casino,

Thank you for the reply and for your continued attention regarding this case. I look forward to hearing from you.

Dear Michal,

At this point the situation has become quite absurd.

It has now been about 6 months since the deposit was made, and 3 months since this complaint was opened, yet Melbet is still saying that they need to obtain "detailed information" and will share it later.

How is it possible that after six months they still do not have this information?

A responsible and transparent casino would normally be able to provide such details immediately when a complaint is opened, especially when the player has already submitted all receipts, bank statements, and confirmations.

Instead, what happened in this case was the following:

First I was told to wait 2 months.

Then I was asked to send emails.

Then I was asked to send documents and receipts.

Then I was told the case was under investigation.

Then I was told the payment was waiting for merchant confirmation.

Later I was told there was a rule violation.

And finally the explanation became that the payment details were outdated.

If the payment details were truly outdated, why was this not stated from the very beginning?

Why did it take months and multiple completely different explanations before arriving at this conclusion?

This makes it very difficult to take Melbet’s explanations seriously, because the story has changed repeatedly throughout this process.

And Michal, with all due respect, you have also continued to give this operator more and more time, even though the facts of the case have been clear for months.

At this point I honestly do not know what else to say.

I had already lost hope that Melbet would resolve this matter fairly. Unfortunately, after all this time, I am now beginning to lose hope that this complaint process will lead to any real accountability either.

Kind regards,

Daghan

Dear Michal,

We apologize for the delay in providing a response.

For security reasons, we are not allowed to disclose how exactly the payment details are changed. However, the current payment details are always available at the moment of making a deposit.

If the player did not verify them and transferred funds using previously provided details, this is not an issue on our side. Unfortunately, we are unable to assist further, as the funds in question were not received on our end. We recommend that the player contact their bank and attempt to recover the full amount of the transfer.

Best regards,

Melbet team.

Dear Michal,

Melbet’s latest response is extremely concerning and still does not address the core facts of this case.

They now claim that the payment details were "previously provided details" and that I should have verified them again before transferring the funds. However, this explanation contradicts what actually happened.

I did not manually reuse any old payment details. I initiated a new deposit on the Melbet platform, and the system displayed the payment details again, which I then used to complete the transfer. As a player, I simply followed the instructions provided by the platform at the moment of the deposit.

If those details were already invalid, then the system should not have displayed them again when I started the second deposit.

Additionally, there is a clear contradiction that Melbet continues to ignore:

On 03 December 2025, I made two transfers of 5,000 RUB to the exact same bank account, approximately 1–2 hours apart.

- The first 5,000 RUB was successfully credited to my Melbet account.

- The second 5,000 RUB to the exact same account was not credited.

If the payment details were truly incorrect or expired, then both transfers should have failed, not just one.

This clearly indicates that the issue is not simply "using old payment details," but something that happened within the payment processing chain.

Furthermore, Melbet’s own actions during the past months contradict their current statement. After the second transfer was not credited, their support team:

- asked me to send the bank receipt,

- asked me to contact their payment merchant (sup@hobhlac.com),

- and told me that the case was under investigation and could take up to two months.

The merchant even replied on 05 February 2026, confirming the transfer and stating that they would try to resolve the situation within 7 days to 2 months.

If the payment was truly invalid from the beginning, there would have been no reason to request documents, involve the merchant, and ask me to wait for months.

Instead, the explanation has changed several times throughout this case:

- first the payment was under investigation,

- then it was waiting for merchant confirmation,

- then there was a rule violation,

- then the payment details were outdated,

- and now the claim is that the funds were never received at all.

These explanations cannot all be correct.

I also want to emphasize that the transfer was successfully completed by my bank, and I provided all proof of payment. The funds were sent to the bank account provided by Melbet’s payment system. If the funds did not reach Melbet, that suggests a problem between Melbet and their payment provider — not an error caused by the player.

After six months, being told simply to "contact my bank" is not a reasonable resolution. I already contacted my bank earlier in this process, and since the transfer was completed successfully to the specified account, the bank cannot reverse it.

At this point the funds have clearly left my bank account and were transferred to the payment details provided by Melbet’s system, yet they have not been credited to my balance and Melbet refuses responsibility.

I kindly ask CasinoGuru to review this case carefully, because the timeline and the multiple contradictory explanations raise serious concerns about how this deposit was handled.

Kind regards,

Daghan

Dear Geek,

Unfortunately, I have received neither evidence nor a detailed explanation from the casino regarding specific payment details that were supposedly outdated. Due to this fact, I am forced to close this complaint as unresolved, which will have a negative impact on the casino's safety index.

As a next step, I do recommend you contact the Curaçao Gaming Authority (https://www.gamingcontrolcuracao.org/contact) and submit a complaint with them. Although according to their own article about online gaming - this authority does not deal with the player complaints, they stated that too many messages regarding the same casino may lead to revoking the license in the future, therefore it is worth a shot. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a message at michal.v@casino.guru. I am really sorry I could not be of more help on this occasion.

Best regards,

Michal V