MelBet Casino - A verificação da conta do jogador está atrasada e problemática.

Good evening, how's it going? Let me put you in context. I've been using Melbet for over a year without any issues, with numerous deposits/withdrawals over time. Last month, I had a small profit, nothing out of the ordinary, and when I tried to make a small withdrawal, I was strangely asked to send documentation to validate the account. It's worth clarifying that when I started using the app, this process had already been completed.

Now is when the ordeal begins. Obviously, the first thing I do is email security with my ID from my Hotmail account. I wait the "appropriate" 72 hours but never get any kind of response. When I contact them via online chat, they ask me to communicate from a GMAIL account, which I do. Incredibly, they respond automatically, saying they won't spam me and that the communication should be from my registered email. Ironic, isn't it?

I resent all the documentation, but received no response. On the eighth day of waiting, I requested a phone call from support, where they informed me that security was waiting for a selfie with my ID in hand. Am I supposed to be a fortune teller?

I proceed to send it and wait another 72 hours. Security continues to remain silent. I contact the operator again, who asks me to send it from Gmail again. A few hours later, they respond, requesting a photo of me with my ID in my right hand and a message from them in my left hand (It sounds like a joke, but it's real).

I'll comply with your request, and I have no further updates. More than 14 days have passed, and it's really getting tedious. I understand they're doing this on purpose to upset you, but I'd sincerely prefer them to tell me they won't pay and not waste your time.

They'll probably make some other strange request now, which will further drag out the process. Why don't they just ask for all the documentation they deem necessary instead of just one every five days?

I don't know who else to turn to, but I hope you can help me solve this problem.

Thank you very much in advance!

GAME ID: 724437463

Buenas noches, como va? Los pongo en contexto. Hace más de 1 año utilizo Melbet sin inconveniente alguno, con muchos depósitos/retiros a lo largo del tiempo. El último mes tuve un poco de ganancias, nada fuera de lo normal y al querer realizar un pequeño retiro extrañamente me solicitaron enviar documentación para validar la cuenta. Vale aclarar que en mis inicios en la aplicación, dicho proceso ya habia sido realizado.

Ahora es cuando empieza el calvario. Lógicamente, lo primero que hago es mandar mail a seguridad con mi documento desde mi casilla de juego HOTMAIL. Espero las 72hs que "corresponden" pero nunca obtuve ningún tipo de respuesta. Al comunicarme con chat en línea me solicitan que me comunique desde una cuenta GMAIL, lo cual procedo a realizarlo. Increíblemente me responden automáticamente, diciendo que no realizará SPAM y que la comunicación debía ser desde el Mail registrado ¿Irónico no?

Reenvío toda la documentación, sin obtener respuesta alguna. Al 8vo día de espera solicito a soporte llamada telefónica en la cual me informan que desde seguridad estaban esperando una foto selfie con documento en mano ¿Se supone que soy adivino?

Procedo a enviar y esperar otras 72hs.. El silencio sigue firme por parte de seguridad. Me vuelvo a comunicar con el operador, me solicita que envíe desde Gmail nuevamente. A las horas me responden, solicitando foto mía con Dni en mano derecha y mensaje de ellos en mano izquierda (Parece chiste pero es real).

Cumplo con su petición, y no tengo más novedades. Pasaron más de 14 días y realmente se hace muy tedioso. Entiendo que lo hacen a propósito para generar malestar en uno, pero prefiero sinceramente que me digan que no van a pagar y no te hagan perder el tiempo.

Seguramente ahora me hagan alguna otra solicitud extraña, lo cual seguirá estirando el proceso. ¿Porque directamente no te piden toda la documentación que ellos consideren necesaria en vez de 1 cada 5 días?

Ya no sé a quién más acudir, espero me puedan dar una mano para solucionar este inconveniente.

Desde ya, muchas gracias!

ID JUEGO: 724437463

Dear Aleyaryura,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with your account and the difficulties you’ve encountered during the withdrawal process.

In order to better understand the situation and assist you more effectively, could you please provide answers to the following questions?

• What specific documentation did you initially submit for verification?
• Can you clarify the communication timeline with customer support after you sent your documentation?
• Have you received any updates regarding your account status or verification requests after your last submission?

Your cooperation in providing these details will help us investigate and work towards a resolution. Please feel free to forward any relevant communication 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

Petro, how are you?

Send three different documents:

First of all, identity documents from both sides.

Then a selfie with the document in hand, and finally a photo with the document in one hand and the Melbet security email in the other.

My communication schedule is always the same. Since I don't get a response to my official Hotmail inbox, I have to keep requesting calls from support to get a status update. I do this every day, at least once.

After submitting the last requested documentation more than 72 hours ago, I have not received any further information at this time.

What's really bothersome is the mistreatment of customers and the lack of communication/information when it comes to carrying out this process, which should be much simpler.

Petro, como va?

Envie tres documentaciones distintas:

En primera instancia, documento de identidad de ambos lados.

Luego selfie con el documento en mano, y por último foto con documento en una mano y mail de seguridad de Melbet en la otra

Mi cronograma de comunicación siempre es el mismo, como no me responden a mi casilla oficial de Hotmail, tengo que estar solicitando llamadas a soportes para que me actualicen mi estado. Esto lo hago todos los días, por lo menos una vez.

Luego de enviar la última documentación solicitada hace más de 72hs, no obtuve otra indicación por el momento.

Lo que realmente molesta es el destrato hacia el cliente, y la falta de comunicación/información a la hora de realizar esta gestión que debería ser mucho más simple.

Thank you very much, Aleyaryura, for providing all the necessary information. I will now transfer your complaint to my colleague, Branislav (branislav.b@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello, Aleyaryura,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear MelBet Casino Team,

Could you please explain the player's situation in more detail?

What needs to be done on the user's side to complete the KYC/verification and withdraw his winnings?

Thank you.

Dear Branislav and Aleyaryura,

We have reviewed the user's account status and would like to inform you that the verification process was completed on 23/05/2025. The user is now able to deposit, place bets, and withdraw funds.

Additionally, we confirm that the winnings have been successfully withdrawn.

Best regards,

Melbet team.

Thank you very much, Melbet team, for the update and confirmation!

Dear Aleyaryura,

Can you please confirm the above-stated? Can I consider your complaint resolved and close it accordingly, or is there anything we can help you with?

Dear Aleyaryura,

We are extending the timer by 7 days. Please be aware that in case you fail to respond in the given time frame or do not 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,
Branislav
Casino.Guru