MelBet Casino - Das Spielerkonto wurde geschlossen und die Gelder werden einbehalten.

they blocked my access even I provided all the documents now holding my total 145442 LKR without releasing it. I deposited 60000 and the customer service now holding it without releasing please check on this I'm absolutely dissapointed now in this. I hope to get my funds soon. thank you

Dear mineth,

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 which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate 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,

Kristina

Thank you very much for your reply, mineth. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

they never verifying please help

Thank you very much, mineth, for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello mineth, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the account verification. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of MelBet Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear Matej and Mineth,

Thank you for your patience while we investigated the status of the user’s account.

The security department has informed us that they are awaiting the user to send the bank statement (deposit confirmation) in PDF format. Kindly ask the user to submit this document directly to the security department’s email so they can proceed with the process.

Dear mineth, please let us know once you provide the documentation provided above , to keep us up to date. Thank you. :)

in as pdf document I can't get the statement my bank doesn't providing pdf versions. rather than that I can get each receipt and physical statement

i have uploaded the transaction history statement again

In that case I would recommend scanning the documents into PDF files and sending them to the casino that way.

EDIT: Dear MelBet Casino, please let us know if the documentation provided is adequate.

Dear Matej and Mineth,

After consulting with the relevant team, we have been informed that photocopies and scanned copies are not accepted. In this case, the user can send photographs of the original document in printed format to the security team's email, clarifying that their bank does not provide this information in PDF format.

Dear MelBet Casino, please let us know once the team receives the said message, and let us know what next steps needs to be done. Thank you. :)

Dear Matej and mineth,

The relevant team has informed us that the provided statement does not contain any data or transactions related to us.

don't lie here is the account statement I did the payment to melbet account. there's 2 payment's I did also 60000 lkr but your team didn't credited it to my account. here is the full statement check it. I don't want to mail I mailed it number of times but no one email doesn't ever care me. check here

Dear MelBet Casino, can you please explain?

The bank statement is usually used within KYC verification process to confirm the player's name and address of residence. The actual payments are irrelevant. Also, you can check whether the said bank account has been connected to the player's casino account. From there, you should be able to see all the deposits and withdrawals made on the account with this payment method.

Dear mineth, while waiting for the casino's reply, can you log into your account and take some screenshots of your cashier history, as well as the account details and payment method connected to the acocunt, please? You can safely e-mail all this directly to me at matej.l@casino.guru and I can upload it amongst the evidence for this case. Thank you.

Dear mineth,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Matej
Casino.Guru