MelBet Casino - Igrački nalog je zatvoren bez razloga.

Dear player, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem at MelBet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?  
• Did you use VPN or any proxy server to access the casino's website?
• Could you please advise if you had passed the KYC verification before your account was suspended? 
• Have you accumulated 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 very much in advance for your reply. 

Best regards, 

Natalia 

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 makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear Natalia,

Thank you for your response and for looking into my case.

Please find my answers to your questions below:

1. Has anyone from your household or using the same IP address created another account at this casino?

No, no one from my household has created an account on Melbet. I am the only one who used the platform.

2. Did you use VPN or any proxy server to access the casino's website?

No, I did not use any VPN or proxy. However, after my email was hacked, I believe the hacker may have accessed my Melbet account using such tools.

3. Did you complete KYC verification before the account was suspended?

No, I did not complete the KYC myself. After my email was hacked, the hacker submitted fraudulent documents — not mine — under a false identity. Melbet unfortunately accepted those documents. I had no access or control over that process.

4. Did you accumulate your winnings with or without an active bonus?

I accumulated my winnings without using any active bonus. All the funds were won through regular play with my own deposits.

I kindly request your help in resolving this issue, as I am the victim of hacking and identity theft.

Lastly, I would like to highlight that this issue is causing me significant stress, especially as I am about to travel abroad in a few days. I hope you can help resolve this matter fairly and as soon as possible.

Thank you again for your support.

Kind regards,

[hidden by Casino.Guru team]

Dear player, thank you for sharing more information.

Unfortunately, we are unable to assist further with your complaint. The issue you described (unauthorized access to your casino and email accounts) falls into the category of cybersecurity and third-party misuse, which is outside the scope of our mediation services. According to the casino's terms and conditions, each player is responsible for keeping their login credentials secure, and any actions taken using the correct username and password are considered valid:

25. The account holder confirms/agrees that all actions carried out using their account are performed by them personally. If any actions are carried out by a third party, the account holder bears personal responsibility for providing access to their account.

As much as we sympathize with your situation, we lack the legal tools and authority to investigate or resolve such incidents. We strongly encourage you to report the matter to your local law enforcement authorities or cybersecurity specialists, who are better equipped to assist with identity theft cases.

I apologize for not being able to provide more assistance in resolving this case.

Thank you for your understanding.

Natalia