Mela Bet Complaint Policy

Mela Bet accepts complaints about accounts, bets, payments, bonuses, technical errors, account verification and customer support. This Mela Bet complaint policy explains how Ethiopian players can report a problem, provide evidence and request a further review. Each complaint is assessed using account data, transaction history, site rules and the evidence provided. The process aims to give you a clear, documented response, without assuming that every dispute will result in a refund or a change to the original decision.

Responsible department: Mela Bet Support / Compliance Team.

What This Complaint Policy Covers

You can submit a complaint about an unresolved service issue, including:

• A delayed deposit, missing payment or withdrawal delay.
• An incorrect bet settlement or disputed game result.
• A missing bonus or an issue with wagering requirements.
• An account access or login problem.
• A KYC or account verification delay.
• A responsible gaming request that has not been processed.
• An app, website or live betting technical error.
• The quality or handling of a customer support response.

The final decision depends on verified account data, applicable terms, transaction records and game or market rules. Submitting a complaint does not automatically change a settled bet, remove a verification requirement or establish a right to compensation.

Before You Submit a Complaint

Use the Mela Bet login page to check your balance, betting history and payment records. If you cannot access your account, report that problem through support without creating a replacement account.

Read the relevant Terms and Conditions and, for a bonus complaint, the conditions attached to that offer. Check that your registered contact details are correct.

Save screenshots of the error, betting slip, transaction reference and previous support messages. Keep original files where possible. Do not edit evidence in a way that hides information needed for the review.

How to File a Complaint with Mela Bet

1. Sign in to your Mela Bet account, if access is available.
2. Open the support or contact section using an official site channel.
3. Select the relevant complaint category, if available. Otherwise, state the category in your message.
4. Describe what happened, what you expected and what remains unresolved.
5. Add the date, time, bet ID or transaction ID, screenshots, device details and payment method where relevant.
6. Send the complaint and retain any reference number or confirmation provided.

If no reference is supplied, keep a copy of your message and its sending time. Use the same conversation for follow-up messages where possible. For an app problem, include the app version; for a live betting dispute, identify the event and market.

Information You Should Include

To help the support team locate the correct records, provide:

• Your full name as registered on the account.
• Your account ID or registered phone number or email address.
• The complaint category and a short summary.
• The date and time in Ethiopian local time, EAT (UTC+3).
• The payment method, amount and transaction reference for a payment complaint.
• The betting slip number or game round ID for a bet settlement complaint.
• Relevant screenshots, exact error messages and device details.
• Any previous support conversation reference.
• The outcome you are requesting and why.

Never send your password, PIN, full banking or card credentials, or verification codes. Submit identity documents only through the secure verification method requested by official support. The Privacy Policy explains how personal and payment-related information is handled.

Complaint Review Timeframes

The following are indicative service targets, not guaranteed deadlines:

• Initial acknowledgement: within 24–48 hours after receipt.
• Standard review: 3–7 business days.
• Complex cases: up to 14 business days, or longer where third-party verification is needed.

These timeframes are indicative and may vary depending on the complexity of the case, payment provider response, verification status and applicable rules. Payment provider and market data disputes may require additional time.

If more information is needed, the review may remain pending until it is received. Where a delay occurs, you may request a progress update using your complaint reference. Any confirmed, case-specific timeframe will be communicated through the official support channel.

How We Review Complaints

A complaint is logged and assigned a reference for tracking. Support checks the account history and refers relevant issues to payment, betting, technical or compliance reviewers.

The complaint review uses transaction logs, bet settlement records, KYC status, bonus terms, market rules, technical logs and communication history. For an account verification complaint, the team checks which documents were received and whether any required checks remain outstanding.

You may be asked to clarify a date, provide a missing reference or submit evidence securely. The final response is sent through an official channel and explains the decision, the relevant basis and any corrective action. Sensitive security information or another person's data may not be disclosed.

Escalation Process

You may request escalation if an expected response has not arrived, the answer is incomplete or relevant evidence appears to have been missed. Escalation is also appropriate for a significant disputed amount, suspected account compromise, account restrictions or concerns involving responsible gaming or underage gambling.

1. Reply to the original complaint thread and quote its reference.
2. Ask for a senior support or Compliance Team review.
3. Explain what remains unresolved and provide any missing evidence.
4. Request a final written response with the reasons for the decision.
5. If applicable, contact the relevant regulator or independent authority through its recognised complaint procedure.

For jurisdiction and oversight information, consult Legal Status in Ethiopia and License & Regulation. External dispute resolution depends on the authority's remit and eligibility rules. Confirm the appropriate body before submitting personal information, and retain your correspondence and final response.

Complaints About Responsible Gaming or Underage Gambling

Complaints about unprocessed self-exclusion, deposit limits, problem gambling, suspected underage access or breaches of age restrictions are treated as priority safety matters. Clearly identify the concern in your first message and include the date of any earlier request.

Consult Responsible Gaming for available protection measures and the Age Restriction Policy for age requirements. Where location or access eligibility is relevant, refer to State / Regional Restrictions.

Do not wait for a standard complaint review to report an urgent safety concern. Ask support for immediate protective action. Account access may need to be restricted while relevant checks are completed.

What Outcomes Are Possible

A review may result in:

• An explanation of the original decision.
• A correction to account or transaction data.
• A bonus adjustment where terms were applied incorrectly.
• A payment re-check or bet settlement review.
• Confirmation of a technical issue and appropriate follow-up.
• An account restriction or other security action.
• No change where verified records support the original decision.

If an error is confirmed, Mela Bet will take appropriate corrective action in line with its terms and applicable rules. A complaint does not guarantee a refund, compensation or immediate payment.

Records, Privacy and Fair Use

Complaint messages, supporting evidence and review records may be retained for investigation, security, fraud prevention, compliance and audit purposes. Personal information is handled under the privacy policy referenced above. Information about website cookies is available in the Cookie Policy.

Keep your own copies of submitted evidence and responses. Provide accurate information and communicate respectfully. False documents, threats, abuse or attempts to bypass site rules may lead to account restrictions under the applicable terms. Disagreeing with a decision does not, by itself, constitute misuse of the complaint process.

Need Help Before Filing a Complaint?

If you are unsure whether your issue requires a formal complaint, explain it through Contact Us. State your preferred language, such as English or Amharic, so the team can advise on available assistance.

Contact the support team and include all relevant details so your case can be reviewed faster.