MelBet Casino - Spelaren har problem med att en vinnande satsning inte betalas ut.

hello,

i am reporting an issue regarding a bet placed on the game lucky 7 provided by tristar casino through melbet.

the game converts my balance from mad to usd. i placed a bet of 50 usd (equivalent to 495 mad), and the odds were 1.98, meaning a valid win of 49 usd.

i played the "low card" option, and the result was 3, which clearly confirms a winning bet according to the game rules. the bet was accepted, and the amount was deducted from my balance during gameplay.

after the round ended, i did not receive any winnings. however, the game history clearly shows that the bet is won, including all details such as bet id, result, cards dealt, odds, and winnings.

the issue started when i contacted support. i was told that the bet was lost, which contradicts the game history and the actual result.

when i requested full bet logs and detailed information from their side, the live chat was closed multiple times without explanation. this behavior was repeated more than once.

this situation makes it difficult to understand why a clearly winning bet was not paid. i also requested them to escalate the issue to the provider, but i did not receive any response regarding that.

i believe this case requires a proper investigation, as all available evidence shows that the bet was valid and won. i am ready to provide full proof privately if needed.

thank you.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to attila.g@casino.guru? Have you stopped playing right after the incident?

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way. Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Attila

Dear yasser321,

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'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear yasser321,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila