Merkur Slots Casino - Pelaajan tili on suljettu.

I deposited €400 with Skrill at Merkurbets, without a bonus. My betting account was already fully verified. My account balance was €2143, and €990 was paid out, but then the betting account was blocked. When I inquired, Merkurbets wanted to contact me by phone. I made the call, and they asked me questions like: What brand of laptop? Which internet connection was used? What is the name of the provider? Which version of Windows was used? They even asked exactly which bets were placed? And so on. Far from just asking for personal information, I was able to answer all the questions correctly, except for each individual bet (how was I supposed to know that if my betting account was blocked?). Even after the call, days later I received an email stating that the betting account remained blocked and the €1153 would not be paid out. Merkurbets refuses to pay out the €1153. This is simply theft, even after such a strange phone call. Please help.

Bei Merkurbets mit Skrill 400 euro, ohne bonus, eingezahlt. Wettkonto bereits voll verifiziert. Als Kontostand 2143 euro wurden 990 euro ausgezahlt, aber dann das Wettkonto blockiert. Auf Nachfrage, wollte Merkurbets mich telefonisch erreichen. Den Telefonanruf habe ich gemacht, mit Fragen von Merkurkbets: Was ist die Marke des Laptops? Welches Internet wurde benutzt? Wie heißt der Provider? Welche Windowsversion wurde verwendet? Sogar welche Wetten wurden ganz genau gewettet? Undsoweiter. Weit gefehlt von nur persönlichen Daten abfrage. Ich konnte alle Fragen korrekt beantworten, bis auf jede einzelne wette (Wie soll ich das wissen wenn Wettkonto gesperrt war) . Sogar nach den Anruf, bekam ich Tage später das Email das Wettkonto bleibte blockiert und die 1153 euro werden nicht ausgezahlt. Merkurbets weigert sich die 1153 euro auszuzahlen. Das ist einfach Diebstahl, sogar nach einen so sehr komischen Telefonanruf. Bitte um Hife

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What games did you play to accumulate the winnings that the casino confiscated from you? Were they slots, live casino games, or sports betting?
• How many bets did you make in your account?
• Could you please specify the questions about the bets you made that you were unable to answer during the verification call with the casino?

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

Best regards

Veronika

Dear Hobbyspielerin,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru