MelBet Casino - A conta do jogador foi restrita.

Subject: Formal Complaint Against Melbet Regarding Unjustified Document Requests and Account Restrictions

To the Curaçao Gaming Control Board,

I am writing to formally submit a complaint against Melbet (licensed under Curaçao, license no. OGL/2024/561/0554).

I am a registered user at Melbet and have deposited funds using authorized cashier agents. However, after attempting to access my account or withdraw funds, I was informed that I must submit a series of excessive and invasive documents, including:

- A notarized copy of my passport

- A medical certificate proving I do not suffer from gambling addiction

- A mental capacity certificate from a psychiatric clinic

These requirements are not mentioned in Melbet's terms and conditions and constitute a violation of privacy and fair gaming principles. Despite providing valid identification and proof of residence, the operator continues to delay action and refuses to release my balance.

Unfortunately, I am currently unable to access my Melbet account to retrieve the deposit confirmation, as my account has been blocked. However, I confirm that the deposit was made through local cashier agents prior to the restriction.

I respectfully request the Curaçao Gaming Control Board to investigate this matter and take appropriate regulatory action to protect players’ rights.

Attached (if possible):

- Screenshots of Melbet's communication

- My ID and previous KYC documents

Sincerely,  

Your Full Name : [hidden by Casino Guru]

Your Email Address (used with Melbet) : [hidden by Casino Guru]

Your Country : Maroc

Date: 04/06/2025

Dear abdel2304,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve been experiencing. To better understand your situation and assist you effectively, could you please provide more information by answering the following questions?

• How long have you been trying to verify your account?
• Which documents have you submitted for verification so far, and when did you submit the most recent one?
• What types of games did you play?
• Did you receive any warnings or notifications from the casino suggesting that you might be playing excessively?
• Have you ever self-excluded from any online casino due to gambling-related concerns?
• At any point, have you informed the casino that you feel you’re playing or losing too much, or that gambling is having a negative impact on your life?

I hope we’ll be able to help you resolve this matter as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Dear Esteemed Team,

Thank you for your response and for following up on my complaint. I would like to provide my answers to the questions as follows:

Duration of verification attempt:

I have been trying to verify my account for approximately one month and twenty-five days. So far, I have not received any final confirmation regarding the success of the verification process.

Documents submitted:

I have submitted a copy of my national ID, along with a selfie holding the ID close to my face and my mobile phone beside me showing incoming messages from your security department. Additionally, I provided utility bills for the past three months, a copy of my birth certificate, and a handwritten note with the date and the code H8Fs2N. At that point, communication was moved to the computer, and I was asked to do a video interview. Subsequently, I was requested to submit several sensitive documents, including:

A medical certificate confirming that I am not suffering from gambling addiction.

A certificate from a mental health clinic confirming my legal competence.

A notarized copy of my passport.

Financial proof, despite having made deposits in cash through your authorized agents.

Type of games played:

I have only placed bets on football matches.

Warnings or notifications:

I have not received any warnings or notifications from the casino indicating excessive gambling or unusual behavior.

Previous self-exclusion:

I have never self-excluded from any online casino, nor have I requested restrictions on my accounts due to gambling concerns.

Reporting of negative impact:

I have not contacted the casino regarding excessive losses or any negative impact from gambling. However, I do monitor my gaming habits regularly and ensure they remain within a safe and reasonable range.

Thank you once again for your attention. I look forward to resolving this matter as soon as possible.

Kind regards,

Could you please specify how many deposits you made into this casino? Kindly specify the dates of the deposits and the amounts you sent to the casino.

Which payment methods have you used for your deposits?

Dear abdel2304,

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.

Casino Deposit Report

Gentlemen,

Following your request regarding the number of deposits made at the casino,

please find below the details based on my personal records:

N• Deposit Date Amount (USD) Payment Method

1/ 2025-03-28 4,736.84 Authorized agent

2/ 2025-03-30 2,000.00 Authorized agent

3/ 2025-03-30 2,000.00 Authorized agent

Total amount of deposits: 8,736.84 USD

All deposits were made through an authorized agent designated by the casino management,

in accordance with the established procedures. Each transaction was recorded

with the corresponding time, date, and amount.

I certify that this information is accurate according to my own records and can be

verified through the official transaction history on the casino platform.

Please accept, Gentlemen, the expression of my distinguished salutations.

Dear Casino Guru Team,

I have submitted all the requested deposit details based on my personal records and confirmed that the total amount deposited is $8,736.84.

At this point, I am still waiting for MELBET’s final decision regarding the verification process, my account status, and the release of my funds. It has now been over 14 days since my last communication with their security department, and I have received no further updates or responses.

Therefore, I kindly request that Casino Guru proceeds to contact MELBET directly on my behalf, as I have fully complied with all procedures and requirements.

Thank you very much for your continued support.

Best regards, 

Thank you very much, abdel2304, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Hello abdel2304,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear MelBet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Dear Michal and abdel2304,

In order to investigate the status of the account and provide a response, we would appreciate it if user abdel2304 could provide their Melbet account ID and confirm the registered email.

We look forward to your response to proceed with the review of the case.

Hello abdel2304,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello Casino Guru,

The 7-day extension has now ended, and unfortunately, I have not received any update or follow-up from Michal or any other team member.

This is deeply disappointing, especially considering that my case has now been unresolved for over 75 days, involving a frozen amount of **$19,400**.

I kindly urge Casino Guru to take immediate action. If Michal is still unavailable, please assign another complaint specialist to proceed with the case.

I have already filed this complaint on AskGamblers (which MELBET is ignoring) and I am preparing an official submission to the Curaçao Gaming Authority. I truly hope your platform will not allow this to escalate further due to inaction.

I appreciate your support and look forward to a resolution.

Best regards, 

Dear abdel2304,

I apologize for the late reply. I assure you I am now going to fully commit to resolving this complaint. Do I understand correctly that there have been no positive developments in your situation?

Dear abdel2304,

Could you share with me the email that you received from the GCB? With this, I will be able to mark this complaint as "Waiting for regulator decision". Please, send the email to michal.v@casino.guru. I will be waiting to hear from you.

Dear MelBet Casino,

Could you give us an update regarding this case?

Dear Michal,

Thank you for your follow-up. I confirm that I am still waiting for a final resolution from Melbet, and I really appreciate your continued support in following up with them.

Looking forward to their update.

Kind regards,

Abdelilah

Dear Michal and abdel2304,

Following our investigation, we can confirm that the player's account was blocked due to multi-accounting.

The deposit made was fully refunded. Should you require additional evidence regarding this decision, we can provide it.

Dear Michal,

Thank you for your continued involvement in this case.

We acknowledge MELBET's response, but we must point out that their justification remains extremely vague.

No actual evidence was presented to support the serious allegation of "multi-accounting" — such as matching personal documents, shared payment methods, or device fingerprints.

Furthermore, the full balance was not returned as they claimed. Only the initial deposit (around $8,700) was refunded, while over $10,600 of legitimate winnings were confiscated with no proof of wrongdoing.

We kindly ask you to request solid evidence from MELBET backing up their decision. If no such evidence can be provided, we urge you to help us recover the rightful balance, or consider this a serious abuse of their terms.

Thank you again for your support.

Best regards,

Abdelilah

Dear MelBet Casino,

Please, provide me with the evidence of the alleged multi-accounting to my email address michal.v@casino.guru. I will be waiting for your email.

Dear Michal,

We have sent you an email with a response and the requested evidence.

Dear abdel2304,

Unfortunately, I can not help you anymore in this case. The casino had provided me with solid evidence that proves you had more than one account. This goes directly against the casino's terms and conditions.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.