MelBet Casino - プレイヤーの撤退が遅れています。

Hello Casino Guru Team,

I would like to file a complaint against Melbet.

My account is fully verified and I currently have a balance of 25,200 in my account. For more than 20 days I have been unable to withdraw my funds.

When I open the withdrawal page, it shows an "Authorization Failure" message and no withdrawal methods are available. However, deposit methods are still visible and working normally.

I contacted Melbet support multiple times. Their response was that their specialists are still investigating the issue and have not yet resolved the problem. Unfortunately, the issue has remained unresolved and I still cannot access my funds.

Because of this ongoing problem, I have already submitted a complaint to AskGamblers as well.

I kindly ask Casino Guru to help investigate this issue and assist me in withdrawing my balance. I can provide screenshots of my account balance, the withdrawal error message, and my communication with Melbet support.

Thank you for your assistance.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before?
• What types of games did you play to accumulate the winnings you've been trying to withdraw?
• Have you accumulated these winnings with or without a bonus?
• Could you please forward me the most recent conversations between you and the casino customer support regarding the investigation of your issue? My email address is veronika.f@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Veronika,

Thank you for your response.

Here are the answers to your questions:

1. Yes, I have successfully withdrawn from the casino before without any issues.

2. I collected my winnings mainly through sports betting and some casino games.

3. The balance I am trying to withdraw was accumulated without using any bonus.

4. I will send you the latest conversations between me and the casino support team regarding this issue to this email address.

The main problem is that I cannot access the withdrawal page in my account. When I try to open it, it shows an "Authorization Failure" error and no withdrawal methods appear. Because of this technical issue, I cannot even create a withdrawal request.

Thank you for your help.

Best regards

Thank you for your email. Have you received any updates from the casino customer support regarding the technical issues with your ability to withdraw the money?

Dear Khaled21,

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.

Hello Khaled21,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Khaled21,

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

If there have been any updates since your last message, please let me know.

Furthermore, could you kindly confirm if I understand correctly that in addition to your difficulty accessing the withdrawal page, you are now experiencing another issue regarding the non-crediting of your tournament winnings?

If so, please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you ever participated in this casino's tournaments before?
• Could you please prove that you were in a winning place and what the prize for this place was? Are the results publicly available anywhere?
• Was this a free-entry tournament, or did it require a deposit to participate?

Thank you for your patience and understanding.

Best regards,

Attila

Dear Attila,

Thank you for your message and for taking over my complaint. I hope Veronika gets well soon.

Regarding your questions, please find my answers below:

This was not a casino tournament. It was a games tournament.

Yes, I can prove that I was in a winning position. I have a screenshot showing that I was the winner, and the prize was an iPhone. The results were publicly available for about 5 days, but they are no longer accessible now. However, the screenshot I took clearly shows the results and my winning position.

Yes, the tournament was free-entry. It did not require any deposit. The winner is determined by the highest points achieved in the games, and I finished in first place.

Please let me know what additional information or evidence you need from my side, and I will provide it immediately.

Best regards,

Thank you for your response. Have you contacted the casino's customer support in relation to this issue? If so, could you please forward your communication to my email? You can reach me at attila.g@casino.guru.

Thank you in advance for your reply.

Yes i contacted the casino's customer support

Thank you for your response. I understand your frustration with not receiving the achievement for the tournament you won. However, since the tournament was free to enter and took place across multiple platforms, we are unable to proceed with your case. Please note that each casino operates under its own bonus policies and reward systems. Ultimately, the casino decides if you qualify for a prize, as it is considered a gift from the casino. We cannot compel casinos to provide specific rewards to you.

Please let me know whether you are still experiencing issues with accessing the withdrawal page, or if we may close this complaint.

Thank you in advance for your reply.

Dear Khaled21,

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,
Attila
Casino.Guru