MelBet Casino - O jogador afirma que o seu pagamento foi atrasado.

Melbet – Withdrawal withheld without explanation, support delaying with "be patient" responses.

Description of the Issue:

On 05/27/2026, I requested a withdrawal of 5000 ETB from my Melbet account (Player Account ID: 1127559469).

The funds have not reached my account and remain stuck/withheld by the operator. When I contacted Melbet customer support to find out why the transaction is delayed, they refused to provide a valid technical or security reason. Instead, the support agents simply instructed me to "be patient" without giving a specific timeframe or explanation.

My account is fully verified, and I have not violated any terms. It appears the operator is using stall tactics to delay my payout. I am requesting Casino Guru’s assistance to mediate this issue, contact Melbet management, and find out the exact status of my funds so this withdrawal can be processed immediately.

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.

Dear yisloveus,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear yisloveus,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello yisloveus,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla 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 Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear yisloveus, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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.

Karla

Dear Karla,

Thank you for your follow-up and for taking the time to review my complaint.

Please find my responses below:

1.Have you made any successful withdrawals before?

Yes, I have successfully completed multiple withdrawals from Melbet in the past. While there have occasionally been delays, those situations were typically resolved through email communication and generally did not exceed 24 hours.

This current case is significantly different because the withdrawal has remained unresolved since May 27, 2026.

2.Could you please confirm that you have passed the KYC verification?

Yes, I have successfully passed KYC verification and my account is fully verified.

Additionally, I am a VIP player on the platform and have achieved one of the highest player status levels available within Melbet.

3.Did you accumulate your winnings with or without an active bonus?

The funds were accumulated without using an active bonus. The withdrawal amount consists of funds won through regular gameplay and was not subject to any bonus conditions.

4.Did you play casino games or bet on sports?

I accumulated the funds through casino games.

Communication with the casino

I will send all available email correspondence, screenshots, account verification evidence, withdrawal records, and supporting documents to your email address for review.

I would also like to emphasize that my primary concern is no longer simply the delay itself.

My main concern is that despite numerous requests, Melbet has not provided verifiable proof that the withdrawal was successfully processed.

I have repeatedly requested:

• The payment transaction reference number.

• Confirmation from the payment processor.

• The destination account details where the funds were allegedly sent.

• Documentary proof showing that the funds left the operator's control.

To date, I have not received satisfactory evidence demonstrating that the withdrawal was successfully completed.

I have also provided official Commercial Bank of Ethiopia (CBE) bank statements showing that I never received the 5,000 ETB withdrawal.

• May 27, 2026 – Withdrawal requested (5,000 ETB)
• May 28–Present – Multiple contacts with support
• Bank statement provided
• Formal complaint submitted to Melbet
• Proof of payment requested multiple times
• No funds received as of today

I appreciate Casino Guru's assistance in this matter and I am willing to provide any additional information required to help resolve this dispute.

Thank you for your time and support.

Kind regards,

Player ID: 1127559469

Dear yisloveus,

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, Ayberk, (ayberk.a@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,

Karla Mayfly

Hello yisloveus,

My name is Ayberk, 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,

Ayberk

Dear yisloveus,

According to the information provided by the support team, you have been asked to send an email to info-en@melbet.com attaching a video showing the following:

- Access to the banking application.

- The wallet or account number.

- The corresponding transaction, showing the date, time, transaction number, and its status (successful or failed).

This information will allow the team in charge to continue the investigation and provide you with assistance as quickly as possible.

Dear yisloveus,

I kindly ask you to follow these instructions and provide the requested information. Once this has been done, please let me know.

For whom it may concern,

Thank you for your continued assistance.

I would like to respond to Melbet's latest request.

I respectfully believe that Melbet is requesting information that is either impossible for me to provide or does not address the actual issue in dispute.

First, throughout my history as a Melbet customer, I have successfully completed multiple withdrawals. Whenever there was a delay, the issue was resolved simply by providing the withdrawal (E-Transfer) reference number via email. Melbet would then contact their payment agent and provide me with proof that the payment had been sent. I have never before been asked to record videos of my banking application or provide the type of evidence they are now requesting.

Second, I believe the burden of proof rests with Melbet. I submitted a withdrawal request through their platform, and if they maintain that the payment was processed successfully, they should be able to provide documentation from their payment agent showing that the funds were actually transferred. This would typically include a payment confirmation, transaction reference, or proof of transfer.

Third, Melbet is asking me to provide "the corresponding transaction, showing the date, time, transaction number, and its status." Unfortunately, this is impossible because no such incoming transaction exists in my bank account.

My position is that the funds were never sent to my bank in the first place. If no payment reached my bank, there is no transaction for me to record or capture.

To demonstrate this, I already provided my official Commercial Bank of Ethiopia (CBE) bank statement covering the relevant period. This statement is an official banking document and clearly shows that no payment of 5,000 ETB was credited to my account. I believe this is stronger and more reliable evidence than a mobile application recording.

Fourth, the requested screen recordings are not practical. For security reasons, banking applications restrict or completely block screen recording and screenshots. Even if they did not, Melbet's request would still not produce evidence of a transaction that never occurred.

Finally, I have found Melbet's complaint process to be unnecessarily difficult. Their application restricts screenshots, yet they request screenshots. When alternative photographs are provided, they are rejected. Instead of addressing the substance of my complaint, I continue to receive generic responses requesting the same information without addressing my repeated request for proof that the withdrawal was actually sent.

To resolve this dispute, I respectfully ask Melbet to provide:

• Proof from their payment agent that the 5,000 ETB withdrawal was initiated.

• The payment transaction reference number.

• Confirmation from the payment processor.

• The destination account details to which the payment was allegedly sent.

If Melbet can produce verifiable evidence that the funds were successfully transferred, I will gladly cooperate with any further investigation. However, after several months, they have not provided such evidence, while I have already provided official bank records demonstrating that I never received the withdrawal.

Thank you again for your assistance. I appreciate Casino Guru's efforts to review this matter fairly and objectively.

Dear MelBet Casino,

Could you please clarify whether the bank statement provided by the player has been reviewed and whether it is considered sufficient for your assessment of this matter? If not, could you please explain why?

Dear Ayberk,

In certain cases, the Support or Security Department reserves the right to request additional documentation to resolve account-related issues.

In this specific case, to proceed with the investigation, a standard PDF bank statement is not sufficient. To proceed, we kindly ask the player to provide a video that clearly shows the following:

- Logging into their banking app.

- Displaying the wallet/account number.

- Showing the relevant transaction, including the date, time, transaction ID, and its final status (successful or unsuccessful).

This information is required to help the relevant team complete the investigation as quickly as possible. We appreciate the player's cooperation.

Dear yisloveus,

I kindly ask you to follow the casino's instructions and provide the requested video. As I can see that you were able to provide a photo of your phone, I believe you should also be able to provide the requested video. Once you have done so, please let me know.

Dear MelBet Casino,

Could you please provide evidence that the payment was successfully sent? You may send the relevant details directly to my email at ayberk.a@casino.guru.

To whom it may concern,

Thank you for your continued assistance.

I would like to respond to Melbet's latest request.

I am fully willing to cooperate with any reasonable investigation. However, I have serious concerns regarding the type of evidence Melbet is requesting.

First, I have already provided an official Commercial Bank of Ethiopia (CBE) bank statement covering the relevant period. This is an official document issued directly by my bank and clearly shows that no payment of 5,000 ETB was credited to my account.

Second, Melbet is requesting that I record myself logging into my banking application. I do not believe this is a reasonable or secure request. Recording the login process could expose sensitive banking information and credentials. For obvious security reasons, I am not comfortable creating or sharing a video that includes access to my personal banking account.

Third, Melbet has requested that I show the transaction, including its date, time, transaction number, and status.

Unfortunately, this is impossible because there is no incoming transaction related to this withdrawal. My position throughout this dispute has been that the payment never reached my bank account. Since no transaction exists, there is nothing for me to display.

This is precisely why I submitted my official bank statement. It demonstrates that no such credit was received during the relevant period.

Additionally, during previous withdrawal issues with Melbet, I was never asked to provide banking videos or recordings. Those cases were resolved after I provided the withdrawal reference number, and Melbet's payment agent supplied proof that the payment had been processed. This current request represents a completely different procedure from what I previously experienced.

If Melbet believes the payment was successfully sent, I respectfully believe they should be able to provide evidence from their own records or from their payment provider.

This could include:

• A payment confirmation.

• A transaction reference number.

• Confirmation from the payment processor.

• Proof showing when the funds were transferred.

• The destination account details to which the payment was allegedly sent.

This information would allow everyone involved to determine whether the payment actually left Melbet's payment system.

If Melbet genuinely requires additional verification, I respectfully request that they offer a secure alternative that does not require me to record myself accessing my personal banking application.

I remain fully willing to cooperate with Casino Guru and with any reasonable verification process that protects my banking security while allowing this matter to be resolved fairly.

Thank you again for your assistance.

Dear yisloveus,

As previously explained, the requested transaction details are necessary for the investigation to proceed. If you choose not to provide the requested information, I will unfortunately be unable to continue reviewing this complaint, and it will have to be closed due to a lack of cooperation.

If you wish to proceed with the complaint, I kindly ask you to provide the requested transaction details so that the case can continue.

Dear Ayberk,

Thank you for your response.

I want to clarify that I am not refusing to cooperate with the investigation. I fully understand the importance of providing sufficient information to resolve this dispute, and I remain committed to cooperating with Casino Guru.

My concern is specifically about the security implications of the requested method.

The requested video requires me to record myself logging into my personal banking application. This may expose sensitive financial information and account access details. For security reasons, I cannot provide a recording that captures my login process or access to my private banking account.

However, I have already provided official evidence from my bank:

My official Commercial Bank of Ethiopia (CBE) bank statement.

Transaction records covering the relevant period.

Evidence showing that the 5,000 ETB withdrawal was not credited to my account.

The requested video would not show any additional information because there is no incoming transaction related to this withdrawal. There is no pending, failed, or successful transaction entry because the payment never appeared in my account.

I respectfully ask that the investigation also considers the following point:

Melbet claims that the withdrawal was processed. Therefore, the most direct evidence should come from Melbet or their payment provider showing that the funds actually left their system.

I have repeatedly requested:

Payment processor confirmation.

Transaction reference number from the payment agent.

Proof of transfer.

Confirmation of the destination account.

These are documents that Melbet should have access to if the payment was successfully completed.

I am willing to provide any reasonable alternative verification that protects my banking security. For example:

A bank issued confirmation letter stating that no such payment was received.

A redacted bank statement showing the relevant period.

Any other secure verification method that does not require sharing my banking login process.

I respectfully request that my complaint remains open while we explore a secure method of verification.

My intention is not to delay the investigation but to protect my financial security while providing legitimate evidence.

Thank you for your understanding and for your continued assistance.

Dear MelBet Casino,

Could you please provide evidence that the payment was successfully sent? You may send the relevant details directly to my email at ayberk.a@casino.guru.

Dear Ayberk,

We have taken note of your request and will consult the relevant team regarding the information you have requested. We will provide an update as soon as we receive further guidance.

Dear MelBet Casino,

Thank you for your update. I will await your response once you have consulted the relevant team. Please let me know as soon as you have any further information regarding this matter.

Dear Ayberk,

We have consulted the relevant team regarding your request. Unfortunately, we are unable to provide payment screenshots or similar evidence, as they contain information from our internal systems and cannot be shared with third parties.

We remain committed to cooperating in the investigation of this case and will continue to provide any information that can be shared in accordance with our internal policies.

Dear yisloveus,

As we have not received any relevant evidence or meaningful update from the casino, we have no other option but to close this complaint as unresolved.

I understand that this is not the outcome you were hoping for. However, unresolved complaints negatively affect the casino's rating, which may encourage it to cooperate and resolve the issue in the future.

There is one more option for how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by Curaçao and submit a complaint directly to them. You can find more about their complaint resolution process HERE, and general information regarding complaint processes with regulators HERE.

If the casino decides to provide the requested evidence, we will gladly reopen the complaint, and you will be notified by email.

Best regards,

Ayberk