Merlin Casino - Player’s account was reopened against request.

Hello. I had an account at Merlin Casino, and after losing control over my gambling, I requested the closure of my account. I entered the chat and was given instructions that I could do it on the website itself. I followed the instructions and did so. Upon closing the account, I received the following notification (attached): "The closure cannot be reversed under any circumstances." This was all I wanted—to be unable to open the account. However, a few weeks later, I entered the chat, and they reopened the account. They only asked if I took responsibility for my losses and if I had a positive mindset towards gambling. My responses, as an addict, were positive. After reopening the account, I deposited more than €960 and again requested the closure of the account.

I need help for a refund.

PS: Despite the responsible gambling tools, it is easy to circumvent them. For example, I could set a daily deposit limit that could be increased simply by entering the chat. Similarly, I could request the freezing of the account and still enter the chat to unfreeze it. I tried to use these tools, but unfortunately, they were easy to bypass.

Dear cgouveia,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. I have checked the user profile in Merlin Casino and this is what I found regarding responsible gaming:

Could you please specify if you choose the option to freeze your account or deactivate your account?

Do you have any emails, screenshots, or chat transcripts of your communication with customer support regarding your account closure request and the subsequent reopening of your account? If you do, please forward them to me at veronika.l@casino.guru.

Could you kindly confirm if you passed the full KYC verification?

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

Hello, I deactivated the account, so according to what it says on the website, it wouldn't be possible to reverse the situation.

Yes, I was fully verified.

Unfortunately I don't have the chat conversation, I've always found this casino untrustworthy, so I didn't see the need at the time to print the conversation.

I tried to talk to support and asked several times why they had reopened my account, but they didn't answer.

According to the image you sent, you can clearly see that after closure it cannot be reopened under any circumstances. When I opened it again in the chat they just asked me if I was okay mentally to play and if I took responsibility for my losses, obviously and as an addict I said yes.

Thank you very much, cgouveia, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear cgouveia,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.