Merlin Casino - Player's account has been closed with withheld winnings.

Merlincasino closed my account and only wants to payout 1k€ of my 11k€ balance.

I am a longterm customer who had never any issues with them before.

I even got VIP-status!

However, in the last couple of weeks, I made some deposits and got a huge balance out of it.

Everything was still fine and smooth and they wired the withdrawals according to their withdrawal limits which they patiently explained to me in the live-chat.

However, on Monday 12/01/2026, I was trying to log into my account and got the following message:

Your Account Was Deactivated.

At that time I had a balance of about 11k€ real money including two pending withdrawals of 1.5k€ in total.

Hence I wrote an email to support team who came up with the following excuse to not pay out:

Due to the nature of the detected activity, we regret to inform you that your recent withdrawal request has been cancelled and the last two deposits used to generate this activity will be refunded (€1,000 in total).

So in other words they want to keep 10k€ from my 11k€ real balance which is just outrageous.

This particular balance resulted from clean real money deposits - no bonuses of any kind involved.

That has to be some kind of error on their side and I really hope you are able to fix that for me with them.

As I cannot log into my account I obviously cannot make any current screenshots.

However, I took a couple of screenshots on 03/01/2026 where you can see my account details, transactions and bets.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear gaukus,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Has the casino cited any specific terms they think you have breached?

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,

Attila G.

Hello Caisnoguru and hello Attila,

thanks so much for getting back to me and also for opening my case.

1.) I played slots, live-casino and also sports betting many times.

That particular balance in question results from sports betting.

2.) Yes, I did pass the verification months before I lost access to my account.

3.) After a thorough review, we have identified that your account has exhibited fraudulent activity within our Sportsbook.

Merlin Casino is committed to maintaining a fair and secure gaming environment for all of our players. As such, we have strict policies in place to prevent fraudulent activity.

I have honestly no idea what they are talking about.

I just placed bets with odds offered after I had deposited about 5k€ on 22/12/2025.

Bets were placed on both pre-game and live event and also on different sports specifically football and basketball top-leagues.

Furhtermore, I deposited 500€ on 05/01/2026 and 1000€ on 11/01/2026.

Also, I received 9 withdrawals with about 1k€ each which all were wired.

The dates were 23/12/2025, 27/12/2025, 28/12/2025, 04/01/2026, 05/01/206 and 06/01/2026

If neeeded, I can provide offical proof for all deposits and withdrawals.

Thank you, gaukus, for your response. Unfortunately, since you have clarified that the issue solely pertains to sports betting, we regret to inform you that we are unable to assist you in this matter. We sincerely apologize for our inability to resolve your case. However, please feel free to reach out to us if you encounter any issues with other casinos in the future. Since we currently do not have a department specifically dedicated to sports betting disputes and lack sufficient expertise in handling such cases, we are regrettably unable to proceed with your complaint. I genuinely wish I could have been of more assistance.

Thank you for your understanding, and please do not hesitate to reach out if you have any further questions or concerns.

Meanwhile, I'm forced to reject your complaint at this time.

Best regards,

Attila