MelBet Casino - Na igračevom računu su sredstva zaglavljena zbog problema sa verifikacijom.

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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

"Hello Attila,

Thank you for your response.to answer your question:

1: dacoment provided: I have provided my original government -issued citizenship card and driving license ( front and back) and a clear selfie with the ID.

2: last submission: I sent the last set of dacoment on 28 Feb 2026.

3: The security department (security@melbet.com)has rejected my original dacoment, calling them 'fake' without any proof.

Please help me as melbet has stopped replying to my emails and my 510,620 NPR is stuck.

"melbet is still sending me repetitive emails asking for the same dacoment.Attached is the screenshot of the latest email I received from them.please look into this as I have already provided all original dacoments"

Thank you for your response. 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 may send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

"Hi Attila, I have sent all my dacoment (Citizenship and Driving License) and the email screenshot to your email (attila.g@casino.guru). Please check it.Thank you."

Dear Player,

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, Mirka (miroslava.d@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

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite MelBet Casino representative to join this conversation.

Dear MelBet Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Wang111 and Mirka,

We apologize for the delay you have experienced with the verification process and understand your concern.

So that we can review the current status of the verification with the responsible team and provide an update, we kindly ask the user to confirm the email address registered on the account and let us know when the last time a response was received from the security team at security@melbet.com.

Best regards,

Melbet team.

Dear Casino Guru Team,

I would like to update you that AskGamblers has closed my case as 'Unresolved' because Melbet refused to provide any evidence or cooperate with them. This clearly shows that Melbet has no valid reason to block my 510,620 NPR.

Since Melbet has already started communicating with me here on Casino Guru and asked for my details, I request you to please push them for a final solution. I am honest, I have provided everything, and I am ready for a live video call anytime.

Regards,

Wang

Dear Wang111,

I would like you to know we are still investigating the matter.

Sometimes, when similar situations happen, casinos request, or are willing to perform a video verification call, where player participates, shows verification documents, and answer some questions from casino representative. In some cases, multiple people can be invited to attend these calls at the same time. Would you be willing to participate in this type of video call, if it was proposed?

Thank you for your confirmation.

Dear Mirka,

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

Yes, I am 100% willing to participate in a video verification call. I have all my original government-issued documents (Citizenship ID and Driving License) with me. I am ready to show them live alongside my face to prove my identity and end these false accusations from Melbet.

I have strictly followed every instruction and provided high-quality photos, yet the casino continues to threaten to "ignore" my messages. I hope a video call will finally resolve this so I can receive my 510,620 NPR winnings.

Please let me know the next steps or the schedule for the call.

Best regards,

Wang Sherpa

Account ID: 1572752735

Dear MelBet Casino,

Could you please provide us with an update on this case?

Dear Wang111 and Mirka,

According to the information available, the user was previously informed that it is necessary to submit the original identity document in accordance with the instructions provided by the security team.

We would also like to clarify that the documents should be sent to the email address: security@melbet.com, as sending them to a different address may result in the information not being received.

Additionally, we will notify the relevant team regarding your communication.

Dear Melbet Representative and Mirka,

I have already sent my Original Citizenship and Driving License to security@melbet.com multiple times.

Instead of repeating the same request, please tell me EXACTLY:

1. Which document is missing or not original?

2. Why is a Live Video Call not being scheduled to verify my 510,620 NPR withdrawal?

I will resend them only if you tell me what is wrong with the previous ones. I am 100% ready for a Video Call right now.

Dear Mirka,

I want to update you that Melbet Security Team sent me an email today mentioning their terms and conditions regarding fraud and duplicate accounts, even though I have done nothing wrong. My documents are 100% original and I only have one account.

It seems they are trying to intimidate me instead of solving the issue. I have replied to their email stating that I am fully prepared to take this case to the Curacao Gaming Authority (CGA) if they continue to hold my 510,620 NPR without proof. 

I have once again challenged them for a LIVE VIDEO CALL to prove my identity and documents instantly. Please note that they are still avoiding the video call.

Dear Wang111,

Could you please confirm, if there is any one in your household, that has an account in Melbet Casino?

Which devices and types of internet connection you used to register or login to Melbet?

Could there be any instance, in which you used someone else's device to login to your Mellbet account, or someone else used yours to join to their account?

Please also send me a 30 second video in a good quallity, in which you show your verificartion documents and yourself to miroslava.d@casino.guru.

Thank you.

Dear Mirka,

I have just sent the high-quality verification video to your email (miroslava.d@casino.guru). The video clearly shows my face and my original Citizenship and Driving License from both sides.

I have also answered all your questions regarding my device and household. Please check your inbox and help me get my 510,620 NPR withdrawal confirmed.

Hi,

Can you please change privacy settings of the video you sent me, so I can view it?

Thank you.

Dear Wang111,

I am communicating with the casino outside of this thread. I will notify you, if there are any updates.