Complaint #236 Melbet Casino

Melbet cashback 667 SAR disappeared

By Ahmed F.

1 month ago

Hello AskGamblers Complaints Team,

I am submitting a new detailed complaint because my previous complaint was rejected for insufficient information. The reason was that my video and images failed to upload on your website because the file names were in Arabic, so you received the complaint with no evidence. Now I have uploaded all evidence to Google Drive with public access.

Google Drive evidence folder:

https://drive.google.com/drive/folders/1Q5zvzeEMLwpKbCIPqEZgesv3YcBtnqBL

My Melbet account username is: PUT YOUR MELBET USERNAME HERE

Details of the issue:

On 10 July 2026 I received a Weekly Cashback of 667.59 SAR into my Melbet account. On the same day I contacted Melbet live support to ask if I can withdraw it. Agent Wadih confirmed clearly that the 667.59 SAR cashback is withdrawable and does not require wagering. I have a screenshot of this chat and it is also visible in the video. Shortly after that confirmation, the 667.59 SAR disappeared completely from my account without any bet or withdrawal from my side. My main balance became only 0.15 SAR. When I contacted support again, they changed their statement and said it was a bonus and expired, which contradicts the first confirmation.

What the evidence shows:

Video file is a full screen recording. It shows my account balance with 667.59 SAR cashback, then I open the cashback history, then I open the chat with Wadih where he says it is withdrawable, then I refresh and the balance is 0.15 SAR and the cashback is gone. Screenshot 1 shows the cashback 667.59 SAR credited. Screenshot 2 shows the chat with Wadih confirming it is withdrawable.

My request: Please contact Melbet and ask them to return the 667.59 SAR to my account as it was confirmed to be withdrawable before it disappeared.

Thank you,

< full name removed >

Disputed Casino Melbet Casino

Reason Bonus abuse

Amount ر.س.‏667.59

Discussion

49 hours left for Melbet Casino to respond.

ahmedfathalla

• Saudi Arabia

1 day ago

This complaint has been pending for over a month and a half without resolution. Is this not enough time for investigation? Why haven't you restored my rights? I have proven my case using all available means of evidence. Where is my recourse in this procrastination?

Melbet Casino

• Representative

2 days ago

Dear ahmedfathalla,

Thank you for providing the requested information.

I have already forwarded it to the relevant department, but unfortunately, I have not received an update yet.

I am keeping a close eye on your case and will contact you as soon as there is any news.

Thank you for your patience.

ahmedfathalla

• Saudi Arabia

4 days ago

Dear AskGamblers Team and Melbet Casino,

This email from Melbet Support ([email protected]) confirms the amount exists.

Original text from Agent Wadih:
"The amount currently available is ( 667.05 ): There is an amount ready for withdrawal now (your cashback)."
Translation: This correspondence from support confirms the existence of the amount. This image is also attached to this complaint.

My account ID: 1523287151
The amount of 667.59 SAR was shown in my account, then reduced to 0.15 SAR when I tried to withdraw.

I request Melbet to return 667.59 SAR to my account.

Proof attached: Screenshot of email from [email protected] dated Thu, Sep 10, 10:45 PM confirming 667.05 SAR ready for withdrawal

AskGamblers

• Support Team

5 days ago

Dear @ahmedfathalla,

Kindly note that, since you used the international domain of our website to submit your complaint, you are expected to use English only in your further complaint-related communication.

Thank you in advance for your cooperation.

Melbet Casino Complaint Stats

Resolved 61 / 68

Avg. Amount $1,545

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

Melbet Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 38 out of 44 complaints in this category have been resolved.

This operator's average complaint duration is 10 days, while the average duration across all operators is 8 days.

Complaint Status

49h left

ر.س.‏668

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