The player from Nigeria had requested a withdrawal less than two weeks prior to submitting this complaint. The payment had not been processed yet. The issue was resolved as the player confirmed that the withdrawals were successfully completed two weeks later. The Complaints Team marked the complaint as 'resolved' after the player communicated that the matter had been sorted out.
Merlin Casino - Player claims that payment has been delayed.
Resolved
Our verdict
Case closed
Amount: 141 USDC
Merlin Casino
Safety Index:Above averageCase summary
Discussion
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1 year ago
Dear Mayor9ce07,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 year ago
Dear Mayor9ce07,
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.
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1 year ago
Yes withdrawals successfully done since two weeks back sorry for not replying I never saw the reply I only just got email now about the reply
all sorted out
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1 year ago
Dear Mayor9ce07,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
