MelBet Casino - プレイヤーのアカウントがブロックされました。

Hello akashdeore4433,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Melbet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? When did your friend created his account and was it done through your or his device? Did you both ever use the same deposit method? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

my account was opened in 2020in my mobile. my friend's account was opened in his own mobile.

he deposited and withdraw money in his own bank account. i deposited and withdraw money in my bank account.

my account was verified since 2020. last time casino give a reply was on 5 September 2022. . i dont have 2 ids as u mentioned. its just we both lives in same building.

why there not has been any update? my last post was too pending for approval

Thank you akashdeore4433 for all the information shared. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

thanks sir

Hello, akashdeore4433,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Melbet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Melbet Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? Why has his account been blocked? What steps should the player take to get his account unblocked? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

yes if they have any evidence then please show us

Is there any contact with melbet casino?

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello, akashdeore4433,

I was provided with the information that we had not had a correct contact for the casino in our system, and the appropriate casino department was informed about your complaint only 7 days after I invited the casino into this thread, based on the notification that I sent after the first timer expired. Therefore, I am extending the timer one more time and providing the casino with a few more days to reply and/or collect the necessary data for us.

Thank you for your understanding and patience.

Dear akashdeore4433,

Unfortunately, I tried to contact the casino repeatedly but without success. I am afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao), and submit a complaint to them (certria@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait weeks or even months for an answer.

I wish I could be of more help.

Best regards,

Branislav, Casino.Guru

Greetings all after a long time,

Based on the message from the casino, we decided to reopen the case and give it a chance to be resolved.

"Dear CasinoGuru team and akashdeore4433.

We would like to sincerely apologize for the lack of response regarding the complaint filed by user akashdeore4433. The reason for this delay is that this case was handled by another team, who unfortunately did not respond to the complaint at the time. In addition, during this period, we did not have access to this platform, which prevented us from responding and addressing the issue properly.

However, we have now taken control of these processes and are committed to reopening this case to find a satisfactory solution. We wish to address and resolve all outstanding complaints, and we regret any inconvenience this may have caused.

If the issue remains unresolved, please do not hesitate to let us know so we can work on it as soon as possible.

We appreciate your understanding and look forward to your response.

Best regards,

Melbet team."

Dear MelBet Casino Team,

Can you please check my first post in this thread, especially the part directed to the casino representative, and answer my questions and/or provide the requested?

Thank you.

Dear Branislav and akashdeore4433,

After investigating the player's account, we have obtained the following information: the account was blocked due to suspicion of multiple account registrations and other related violations, which goes against our policies. The collaboration with this user was terminated on 09/05/2022 due to non-compliance with the policy on multiple account registrations from the same device.

Thank you for your response and the additional information, MelBet Casino Team.

Was there only a suspicion of multiple account registrations and other related violations, or were these violations also fully supported/confirmed with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you. Looking forward to hearing from you.