MelBet Casino - Sredstva igrača kasne zbog problema sa verifikacijom.

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.

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. 

Do I understand correctly that the verification of your address is the last step in the KYC process? Additionally, do you currently still have access to your account?

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 messages.to answer your question: yes, the address verification is the final step on my KYC process. Also, I still have access to my account.

Thank you for your help

Thank you for your response. Could you please forward all documents you provided to the casino for verification, along with any additional 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.

"Dear Attila, I have just sent an email to you (attila.g@casino.guru) containing my National ID, Driving License, original Electricity Bill, and a Selfie with my ID. I have also attached a screenshot where Melbet threatened to ignore my messages. Please check your inbox for these documents. 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 Buddhi7695 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 MelBet Casino,

Could you please confirm, if you have been able to locate player's account and documents, and provide us with an update?

Thank you.

Update: Melbet has now officially BLOCKED my account and frozen my 130,000 NPR. Following my notification to them about escalating this to the regulator (CGA), they have retaliated by accusing me of providing "forged documents" without offering any technical proof. I have provided original PDF utility bills and digital payment receipts, but they are ignoring my evidence. This is a clear case of intimidation to avoid paying out my winnings. I request Casino Guru to escalate this to their management immediately.

Dear Buddhi7695,

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 MelBet Casino,

Could you please provide us with an update on the issue?

Thank you.