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 one click 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.
Thank you for your time and consideration.
Natasha Lumbwe
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 one click 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.
Thank you for your time and consideration.
Natasha Lumbwe
- Melbet Zambia Withholding My Withdraw
