MelBet Casino - O processo de retirada do jogador está atrasado.

On January 25th, I won a bet at the Melbet betting house. When I tried to withdraw my winnings, I was instructed to contact the security department. I reached out to them, and it's been 13 days without my account being verified. Since Monday, February 3rd, they claim they haven't received my emails. The process has been a complete disaster, and I feel like I've lost my money and no one at the company wants to help me.

El día 25 de enero gané una apuesta en la casa de apuestas Melbet, en la cual cuando fui a retirar decía que tenía que comunicarme con el departamento de seguridad, me comuniqué con ellos y llevo 13 días sin que mi cuenta sea verificada. Desde el día lunes 3 de febrero según ellos no reciben mis correos electrónicos. Y el proceso ha sido una total basura, siento que perdí mi dinero y nadie en la empresa me quiere

Dear Danielkassar,

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 take KYC lightly and it might take a few working days to complete this thorough process.

Did you play casino games or bet on sports?

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

Did the casino specify that you need to contact the security department specifically for KYC verification, or could there be other reasons they are asking you to reach out to them?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@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 in advance for your reply.

Best regards,

Dominika

I bet on sports and I didn't bet with any bonus, the casino makes an excuse that they don't receive my messages and that's not my fault, I have sent my birth certificate about 9 times and they never receive it, I wrote to them from another email and they responded immediately, here I will attach the evidence. This bookmaker is not serious, they simply make excuses not to pay you the money.

Aposté en deportes y no aposté con ninguno bono, el casino pone como excusa que no recibe mis mensajes y yo no tengo culpa de eso, he enviado mi partida de nacimiento alrededor de 9 veces y nunca la reciben, les escribí desde otro correo y me respondieron inmediatamente, aquí anexaré las pruebas. Esta casa de apuestas no es seria, simplemente ponen excusas para no pagarte el dinero.

Dear Danielkassar, could you please let me know if you have any updates regarding the verification process?

Have you had a chance to reach out to the casino to see if there are alternative ways to submit your documents, given that they claim they're not receiving your emails?

Additionally, I haven't received any communication from you regarding your discussions with the casino about this verification issue.

Dear Danielkassar,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.