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I am a VIP client with account ID: 856381615,

On 18/12/2025 at 04:07, I deposited 500,000 UZS, increasing my balance to 12,000,000 UZS.

Between 18/12/2025 04:45 and 19/12/2025 around 06:00, all withdrawal methods were unavailable, even though my balance was positive.

After losing the balance, withdrawal methods became available again.

I contacted Melbet support several times, their last responses were:

"Support only provides answers to questions related to the online betting platform.

Withdrawal methods are updated periodically. If your preferred method is not listed, it is currently unavailable. You may use an alternative method or try again later.

Unfortunately, compensation is not provided in this case.

If you need further assistance, please contact us, we are always available. Best regards!"

Problem:

Support did not resolve the issue and refused to provide compensation or an alternative solution.

I request Casino Guru to review this case and assist in resolving this issue, as this treatment is unfair, especially for a VIP client.

Date: 21/12/2025

Important notice:

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Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MelBet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your account verified?
• Is your account currently accessible to you?
• Could you please clarify what happened with the balance on your account? Was it confiscated, or did you use it for gambling and lose?

Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Maniukam,

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,
Tomas
Casino.Guru