MelBet Casino - Račun i sredstva igrača su zamrznuti.

Hi I am new here in Melbet casino. I got withdrawal 5-6 times already. But this time they are saying talk to security department for document verification. I provided all documents ( selfie with I'd also ). I got mail from Melbet wait wait wait . Then this (Dear customer, we received the information from the payment system concerning the suspicious deposits to your gaming account, therefore your gaming account will be under investigation.

Please be aware that you will not be able to withdraw your funds until the end of the investigation (180 days) and your gaming account balance will be unavailable until the end of the investigation as well.) They blocked my account. Now no reply. I have all documents correct. Please help .

Dear AbhishekEkka16,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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,

Petronela

About 3-4 month i make this Melbet account.

And last 2 week I am deposited there and got some withdrawal also. I put all information there. And give all documents to security department Melbet. I'm playing live casino in my last session. 32400 my deposit and I lossing some time some time winning. So last amount 33000 ( I know for withdrawal here 1:1 amount to play . I played already. )

Then I'm trying to withdrawal it's shows me contact security department then I contact them they asking me to provide Election I'd card and My Astropay details i send them because I have valid account astropay and all details/documents. In addition i also give my Pan Card and Passport too. After this I got mail provide selfie with your Election I'd card with mobile ( where Melbet security department msg shows). I clicked { selfie+election I'd+ computer (Melbet email)}

After this I got one msg suspicious deposit thing 180 days . then I have no access of my account. I called Melbet casino they tell me this is not security department and they cut the call. I called two time same we can't help you. I am attaching my astropay details here . Please check and if anything required please tell me . Check mail.

Now no reply

I deposit with without active bonus.

And I have only this account on Melbet.

Deposit 32400 INR withdrawal failed 33000 INR

Last amount I know 31500

No wager thing I already played so much that's why I go for withdrawal.

If suspicious thing there i didn't get withdrawal from Melbet I got one withdrawal also.

Check imwge

Player's additional comments:

About 3-4 month i make this Melbet account.

And last 2 week I am deposited there and got some withdrawal also. I put all information there. And give all documents to security department Melbet. I'm playing live casino in my last session. 32400 my deposit and I lossing some time some time winning. So last amount 33000 ( I know for withdrawal here 1:1 amount to play . I played already. )

Then I'm trying to withdrawal it's shows me contact security department then I contact them they asking me to provide Election I'd card and My Astropay details i send them because I have valid account astropay and all details/documents. In addition i also give my Pan Card and Passport too. After this I got mail provide selfie with your Election I'd card with mobile ( where Melbet security department msg shows). I clicked { selfie+election I'd+ computer (Melbet email)}

After this I got one msg suspicious deposit thing 180 days . then I have no access of my account. I called Melbet casino they tell me this is not security department and they cut the call. I called two time same we can't help you. I am attaching my astropay details here . Please check and if anything required please tell me .

Thank you, AbhishekEkka16, for your reply. Could you please clarify which exact games you played in the live casino?

Fantan and lightning roulette.i am always playing those games in other casino as well.

Thank you very much, AbhishekEkka16, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello AbhishekEkka16,

This is Tomas, and from now on, I will be taking care of your complaint. I have reviewed your case and will contact the casino to see if I can help.

Dear Melbet Casino,

Can you please provide any reasons why the player's account has been blocked and funds frozen?

Thank you for your cooperation.

Kind regards,

Tomas

Hi tomas thank you for helping me. Hope I can get reply here Because I'm not getting any reply from melbet security department on my mail. 7 days done no reply.

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 AbhishekEkka16,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the Curacao Antillephone Gaming Authority (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know how they responded (tomas.k@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas

We’ve reopened this complaint at the request of MelBet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Michal and AbhishekEkka16,

After reviewing the player's account, we have found that our security team conducted an investigation, after which a decision was made to prohibit the user from playing as of 13.08.2024. This decision was based on suspicions that the user was involved in payment fraud.

We take the security and integrity of our platform very seriously, and such measures are necessary to protect fair play for all users.

Best regards,

Melbet team.

Thank you for your response, Melbet team.

Please provide any evidence of the above to me at michal.k@casino.guru

Dear Michal,

We understand your request; however, we are unable to provide any supporting evidence, as it contains details from an internal investigation that cannot be shared with third parties. 

We appreciate your understanding on this matter.

Best regards,

Melbet team.

Dear Melbet team,

I have reached out to you via email and am awaiting your response.

Dear Michal,

We have sent a response to your email.

Dear Melbet team,

I have replied to your email and am now looking forward to your response.

Dear Michal,

We have sent a response to your email.

Dear Melbet team,

I appreciate your email. Unfortunately, since you were unable to present adequate evidence regarding the alleged rule violations by the player, I must once again classify this case as unresolved. We cannot support such a significant action as nullifying the player's winnings without sufficient proof, as this does not align with the fair practices we anticipate from casinos.

Dear AbhishekEkka16,

Despite my multiple requirements and multiple emails, the Melbet team could not provide sufficient evidence of the violation they have previously accused you of. Although the casino team informed us that their security team has once again reviewed the situation and identified rule violations, we cannot consider this decision as fully justified.

As there was no evidence provided to us to assess the situation as an independent party, this situation does not align with the fair practices we advocate for in promoting a just gambling environment for both players and casinos, so we had to close this complaint as unresolved — insufficient evidence from the casino.

I understand this isn't a satisfactory solution to your issue, but the decrease in the casino's rating caused by unresolved complaints could prompt a change in their approach. If the casino decides to respond and resolve the issue, we will reopen the complaint and notify you by email.

Should you want to pursue your complaint further, you can submit it to the Curaçao Gaming Control Board (GCB) via this contact form. Although the GCB does not officially handle disputes between players and gaming operators, it might be able to help, so it is worth a try.

Please let me know if and how they responded at michal.k@casino.guru if you try this option.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru