MelBet Casino - Проверката на акаунта на играча се забавя.

I am submitting this complaint regarding my experience with Melbet Zambia's verification process, which has now been ongoing for almost two weeks.

The issue began on 5th July 2026,when I attempted to withdraw funds from my One Click account. While attempting the withdrawal, I was unexpectedly logged out of my account and was unable to complete the transaction.

I immediately contacted Melbet customer support by phone. During that call, I was advised to send an email to their licensing department explaining my case.

After waiting approximately one week, I received a reply instructing me to disregard the previous emails and instead contact the Security Department.

The Security Department first requested photographs of my National Registration Card (NRC). I provided the requested documents in the required format.

They then requested a medical document confirming that I do not suffer from gambling addiction. After seeking clarification, I was informed that the document had to be issued by a certified psychiatrist or psychotherapist, signed by the attending specialist, and stamped by the medical facility.

I arranged an assessment with a psychiatrist and obtained an official medical report from a government hospital. The report was signed, stamped, and confirmed that there was no evidence of gambling addiction. I submitted the document exactly as requested.

However, the Security Department rejected the document and continued sending me the same template message requesting a medical document confirming that I do not suffer from gambling addiction. They did not explain what was wrong with the document I had already submitted or identify any specific requirement that had not been met.

I contacted customer support again by phone. The representative advised me to send an email explaining how the issue began and confirming the authenticity of the medical report. I followed this advice immediately.

Despite fully cooperating and providing every document requested, I continue to receive repeated template responses without a clear explanation of why my psychiatrist's report has been rejected.

This experience has been extremely frustrating. I have spent considerable time and money obtaining the requested documents, including attending a psychiatric assessment, yet I still do not know why the document has been rejected.

I have also learned that requests for psychiatric evaluations in account verification cases appear to be highly unusual. While I cannot say why this request was made in my case, the repeated requests without a clear explanation have left me concerned that my verification is being unnecessarily prolonged.

I respectfully request Casino Guru's assistance in reviewing my case, obtaining a clear explanation from Melbet regarding the rejection of my psychiatrist's report, and helping to ensure that my verification is completed fairly so that my withdrawal can be processed.

Thank you for your time and consideration.

[Redacted]

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you ever informed Melbet that you were experiencing gambling-related problems or requested a self-exclusion from your account?
• Has the casino confirmed that the psychiatrist's certificate is the final outstanding requirement for completing your verification?
• Have you ever self-excluded due to gambling addiction at any other online casino?
• Could you please forward your communication with the casino in relation to this issue? You can reach me via email at [email protected], or you can post screenshots here.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Dear Tasha1008,

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