Queja #49 Melbet Casino

Holding My 19400 USD Account Frozen Over 75 Days

Por Abdel2304

hace 11 meses

Dear AskGamblers Team,

I am submitting this formal complaint against MELBET due to the unjustified and ongoing freezing of my account for more than 75 days, despite my full compliance with all verification requirements.

🔹 Account ID: 1201453997

🔹 Frozen Balance: $19,400 USD

📝 Summary of the Issue:

I have fully complied with all verification requests from MELBET, including numerous excessive and unusual demands. Nevertheless, my account remains frozen, and I am completely unable to access or withdraw my funds.

I have provided the following:

• Live video verification via Microsoft Teams

• A medical certificate proving legal mental competence

• A medical certificate confirming I am not addicted to gambling

• Updated copies of my ID and utility bills

• A final video showing all documents with official stamps clearly visible

All documents were submitted in full, and the final video was delivered on June 9, 2025. Since then, I have received no reply, no status updates, and no resolution from MELBET.

📆 Timeline of Events:

• April 12, 2025: Submitted initial KYC documents

• May 15, 2025: Completed live video verification

• May–June 2025: Complied with additional unusual verification requests

• June 9, 2025: Submitted final video with all required documents

• Since then: Over 75 days have passed with no communication or action

❗ MELBET’s Conduct Demonstrates:

• Total lack of transparency

• No communication from the security team

• No timeline or explanation for delays

• Unlawful holding of $19,400 USD of my funds

I have also opened a formal case with Casino Guru, and their complaints team is actively monitoring the situation. However, MELBET continues to ignore both me and them.

🛑 I am formally requesting that MELBET:

1. Immediately unfreeze my account

2. Approve and process the withdrawal request

3. Provide a clear and official explanation for the delay

4. Issue a formal apology for the financial and emotional damage caused

⚠️ If MELBET fails to respond:

I will escalate this case further to:

• The Curaçao Gaming Control Board

• Public review platforms such as Trustpilot, Reddit, and industry forums

• Legal authorities and consumer protection agencies if necessary

I trust AskGamblers will support this case and act as a fair intermediary to protect player rights and ensure transparency.

Thank you for your time and support.

Sincerely

Casino en conflicto Melbet Casino

Motivo Pago retrasado

Cantidad $19400

Discusión

AskGamblers

• Support Team

hace 11 meses

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Melbet Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Abdel2304

hace 11 meses

Dear AskGamblers Team,

Thank you for your continued support in this case.

I respectfully request that you ask Melbet for clarification regarding the alleged "multi-accounting" violation.

If Melbet claims that a second account is linked to me, I would like to know:

What is the status of that other account?

Was it subjected to the same steps and restrictions as mine?

Did it undergo any verification process — including video interviews, document submissions, or account freezing?

If not, this would indicate a selective and inconsistent application of rules, which raises serious concerns about fairness and transparency.

More importantly, how is it possible that a supposed multi-accounting violation only surfaced after more than 90 days of pressure, intrusive document requests, and two separate video verifications — one of which lasted over 30 minutes?

If there was a legitimate account connection, shouldn’t this have been identified during the initial security checks — instead of after months of back-and-forth, stress, and user compliance?

I also wish to reiterate that, in response to Melbet’s unusual demands, I obtained official medical certificates confirming my full mental capacity and proving that I am not suffering from any gambling addiction.

The entire experience has caused me significant distress and emotional strain. For over three months, I’ve been put through an exhausting process, only to be told — after full cooperation — that I supposedly violated a rule that was never clearly proven.

Furthermore, Melbet’s mention of IP address data as a basis for their accusation is highly problematic.

IP addresses alone do not constitute reliable or legal proof of account linkage.
They can be shared across various public networks such as cafés, coworking spaces, hotels, or even among unrelated users on the same mobile carrier.

Unless supported by verifiable identifiers such as shared personal documents, payment methods, or device fingerprints, the use of IP address as evidence is flawed and insufficient.

Therefore, I respectfully request that AskGamblers demand from Melbet:

Either clear, direct, and verifiable evidence of an actual account connection,

Or that this accusation be dismissed as a weak justification for withholding legitimate winnings.

I remain fully cooperative and sincerely hope for a fair and transparent resolution.

Kind regards,
abdel2304

Melbet Casino

• Representative

hace 11 meses

Dear @Abdel2304 and AskGamblers Team,

I would like to once again offer a clear explanation regarding the suspension of the user's account.

First and foremost, I sincerely regret that the user encountered this issue on our platform. However, I must emphasize that our Terms and Conditions apply equally to all users without exception.

During the initial stage of the account verification, our Security Department exercised its right to suspend the acceptance of bets from the user in accordance with:

Clause 2.5 – The bookmaker reserves the right to refuse to accept a bet from any individual without explanation.

Subsequently, during the course of an extended verification process, a further violation was identified — namely, *multi-accounting*. It was confirmed that the user operated more than one account on our platform, which is strictly prohibited under:

Clause 2.3 – If multi-accounting occurs on the MelBet website, the security service may block these accounts for up to 2 months and recalculate all winning bets made from them (registration may be completed for one IP address, one family, one email address, one payment method, one credit/debit card number, one eWallet, and one electronic payment method; individuals affiliated with a current user in any way may not register).

This breach led to the permanent suspension of the user's account, termination of cooperation, and the annulment of all winnings accumulated during the period of violation. It is important to reiterate that the user’s initial deposit was refunded in full.

All supporting evidence regarding the multi-accounting — including IP addresses, account IDs, login dates, and device fingerprints — has been submitted to the AskGamblers Team for review.

We kindly urge all users to thoroughly review our Terms and Conditions before using our services, to avoid similar situations in the future.

Thank you for your understanding and continued cooperation.

Abdel2304

hace 11 meses

🔴 Hello AskGamblers team and MELBET,

MELBET’s refusal to provide a public response and their decision to send a private email instead is further proof of their lack of transparency and a clear attempt to avoid accountability.

This is not a minor issue—we are talking about the confiscation of $10,600 in legitimate winnings, following an unjust account closure, with no evidence provided and no right to appeal.

➡️ Why does MELBET refuse to explain their decision publicly?
➡️ What exactly is the alleged “violation” that justifies such a drastic action?
➡️ Why is there no respect for players who fully complied with all verification steps, including lengthy video interviews?

I renew my public request:
We demand MELBET post a clear and transparent explanation here—not through private emails.
Anything else is a blatant evasion of the truth.

I also kindly ask the AskGamblers team to consider this behavior when assessing the complaint.

Thank you.

Estadísticas de quejas de Melbet Casino

Resueltas 37 / 43

Cantidad promedio $1,971

Duración media de quejas 11 días

Tiempo de respuesta promedio 2 días

Melbet Casino Quejas

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