MelBet Casino - プレーヤーがアカウントの確認を完了するのに苦労しています。

The email used on their website: Y*******dw@gmail.com

I won a $750 bet at MELBET.COM when I want to withdraw they ask me for the credit card picture + statement of the account I used, I download my bank statement from WISE ONLINE AND SEND IT TO THEM.

Then I realize with their answer that it is not their original statement and that I modified it so no it is the right statement, they can even contact WISE to reassure themselves.

I have a little girl with a disability who is undergoing chemotherapy, I have to pay her expenses in EMERGENCY... they just find excuses, you can see in the attachments & screenshots the proof 

They just don't want to answer me anymore.

Dear yassineadw,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. As you might know, our Forum Casino.Guru, deals with complaints regarding online casinos only, not sports betting. However, since this issue seems to be related purely to unsuccessful account verification, we will try to help you.

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

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello,

I provided them with everything, my ID card front and back + the picture of the bank card in my name used on their website + its statement and moreover a selfie taking my ID card and showing the conversation with them. Then they don't want to answer me anymore, they ignore my messages while I need this money urgently.

They find excuses... please judge yourself I am asked to take a selfie taking my ID and showing their conversaiton I do it I am told it is photoshop, I send you all and judge.

Thank you very much, yassineadw, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello yassineadw,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Melbet Casino to join the conversation and participate in the resolution of this complaint.

Dear Melbet Casino,

Can you please clarify what is needed for the player to complete their verification?

Kind regards,

Adam

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.

Dear yassineadw,

I have now tried to contact the casino via Skype and I am waiting for a reply. I will extend the timer once more in the hope that we can find a resolution to this complaint.

Kind regards,

Adam

Dear yassineadw,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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 you contact the Curacao Antillephone Gaming Authority (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know how they responded (adam.m@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Adam