The player from Spain encountered issues withdrawing his winnings of €366.31 from Merlin Casino after fulfilling the bonus requirements. The casino canceled the withdrawal, citing a clause that he believed he did not violate, arguing that his deposit should count towards the necessary requirements. He sought the reversal of the confiscated winnings and the processing of his withdrawal. The Complaints Team engaged with the casino, which ultimately agreed to pay out his winnings. The complaint was marked as resolved following the player's confirmation of receipt.
Merlin Casino - Player's withdrawal has been confiscated.
Resolved
Our verdict
Case closed
Amount: €566
Merlin Casino
Safety Index:Above averageCase summary
Discussion
Sensitive attachment
Sensitive attachment
6 months ago
Translation
Hello,
On 08/08, I claimed the Merlin Casino Reload 100% Friday promotion.
I made a deposit of €200, which was doubled by the bonus (an additional €200).
This bonus is sticky, with a wagering requirement of x1, a winning limit of x5, and a maximum stake of 3.
I played fulfilling all the conditions and ended with a balance of €766.31 (net profit: €366.31).
When I requested the withdrawal, it was canceled, and support told me the reason was clause 11.1 of their bonus Terms and Conditions, which states:
"The players must deposit and wager at least 50 EUR [...] during the week in order to be eligible for winnings generated with any of the weekend bonuses."
According to the casino, my €200 deposit didn't count as a valid weekly deposit because it was made when the bonus was activated.
However:
I have fulfilled the requirement of clause 11.1.
"During the week" includes the same Friday that the bonus is claimed, since there is no specification of a minimum prior date.
There is no clause stating that the deposit must be separate from or prior to the deposit that triggers the bonus.
There is no violation of other terms.
I respected the wagering, the cap winnings and the maximum stake.
Arbitrary interpretation.
The casino's decision is based on a restrictive interpretation not written into the T&Cs.
In other documented cases, Casino Guru has ruled in favor of the player when ambiguity unfairly benefits the operator.
I request that my winnings be reversed and the full payment of €366.31 processed, as I fully met the conditions set forth in your current Terms and Conditions.
Attach:
support email with the official explanation of the confiscation.
Copy of the relevant T&Cs.
Thank you for your help.
Sincerely,
Isaac
Automatic translation:
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6 months ago
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.
- Have you made any deposits prior to your deposit on 8/8/2025? When was the last prior deposit you made to the casino? Have you redeemed a bonus with previous deposits?
- Is your account verified?
- Have you discussed the issue with casino support via live chat or email? Have you received any responses from the casino? Send the information to my email at tomas@casino.guru or share screenshots here.
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
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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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6 months ago
TranslationHello Tomas,
Thank you for your response. I'll provide the details requested:
Previous deposits:
Yes. On 07/25/2025 I made a deposit using the Reload 100% Friday promotion (same bonus and conditions as the current case).
Previously redeemed voucher:
Yes. On July 25, 2025, I claimed the 100% Friday Reload bonus, met all the requirements, and earned a profit of €107. After verifying my account, the withdrawal was approved and paid without any issues.
Account verification:
Yes, the account is fully verified as of 07/25/2025.
Communication with casino support:
Yes. I contacted both via live chat and email.
The casino stated that the cancellation of the winnings on August 8, 2025 was due to clause 11.1, claiming that the deposit that triggered the bonus didn't count as a valid weekly deposit. (I've attached this to the first claim.)
However:
The clause does not require that the deposit be different or prior to the one that activates the bonus.
The same procedure was accepted and paid by the casino on 07/25/2025.
The deposit of 08/08/2025 (€200) meets the requirement of "depositing and wagering at least €50 during the week".
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6 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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6 months ago
Hello!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Dear Merlin Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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6 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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6 months ago
Dear Pavel,
We refunded players deposit because he breached Bonus terms and condition 11.1. here is the link:
https://www.merlincasino.com/en/info/bonus-terms-and-conditions
Kind regards,
Merlin Casino
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5 months ago
Dear player, I have been in contact with the casino, and they have agreed to pay out your winnings. Please, let us know when you will receive them.
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5 months ago
TranslationI haven't heard from them yet. I'll keep you posted. Thanks so much, Pavel 🫂 🫂 🫂
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5 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear uuuooohhh,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Pavel
