Merlin Casino - Player's account has been closed after winning.

Hello everyone, it’s me again.

I still have an ongoing issue with Merlin Casino. I know, I had closed the account some time ago, but I decided to reopen it with the approval of the live chat after they asked me quite a few questions.

I had deposited many times before, but this time I deposited €100 and won nearly €1,000. Right after that, they closed my account… refunded the €100 and nothing more, complete silence since then. They claim it belongs to a group where I had previously closed accounts. Their way of doing things is unbelievable!

Can you help me recover this amount? Or at least recover not only the €100 deposited this time, but all the deposits made on this account, since they apparently intended to ban the account from the start?

The email is: [removed by casino.guru admin]

Thank you.

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Hello,

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

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• When did you request your account to be reopened?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the confiscation of your funds and account closure? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
• Have you contacted us in the past using a different Casino.Guru account regarding the issue? Would you be able to share how you contacted us in the past that is relevant to the case?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Sir thanks for aswering and helping me with this issue.

1: I was a player some months ago but I close the account Because I was playing to much. I request and re-opening the 21st and the live chat after making me answering some questions about my gaming they allowed me to reopening.

I put 100e in my account and win about 1k euros.. and put a withdraw for 700euros and wanted to play the rest. I logged out for some hours and when i come back the 22nd it was written account with self excluded mail.

2: by myself the 22nd and i asked the same Guy Who opened my account in live chat cause it was like 3/4h after and he said that I should contact their finance service cause he didnt know much about it… (the Guy just re-opened my account 3 hours ago)

3: only played slots and some bonus buys of slots

4: no bonus utilised

5: will send it by email

6: and its first time using guru

I just want them to pay my money and that’s it no more relationships with this casino.

thanks for you help.

best regards

Thanks for your patience.

I went over the communication you shared with me.

According to the response from the casino, your account was initially closed due to gambling-related issues. We believe that if the player informs the casino of their gambling issues, the casino is obligated to protect the player.

• Could you please advise whether the reasons you initially closed your account were due to these reasons?
• Has the casino already processed your refund of 100€? Did it reach your account?

Please let me know.

Hello sir,

yes it was for that reason! But they made me answer questions before reopening it in live chat! If I was in a positive mood for gamble, and if I didn’t have a problem with gambling.

they give me the 100 back but i expect the full 100e, I had same problem with another casino and they paid my winnings and close the account..

I tried to make them understand that agreeing to reopen a player account that had been closed due to addiction meant they were taking on responsibility… and that even if closing it again later could be understood, confiscating the winnings could not. But apparently, that leaves Merlin completely unmoved.

The fact that the agent took the time to ask questions before making a decision also doesn’t really support the idea that it was a mistake, on top of that.

now they don’t even answer…

joel

Thanks for your reply.

Please note that if you lose 100€, we will insist that the casino refund your deposit. From our perspective, the casino should not allow you to risk your funds; we consider the return of the funds you deposited an acceptable outcome. We won't ask the casino to pay out any winnings to players who should have been protected in the first place.

Since you confirmed the casino already returned your deposit and that the account is closed, there is little more we can accomplish.

Due to the aforementioned reasons, we will now proceed to close this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.