The player from Portugal had requested account closure at Merlin Casino due to gambling issues, but after confirming that the closure could not be reversed, the casino reopened the account weeks later. Following the reopening, the player deposited over €960 but then requested closure again and sought a refund. The Complaints Team reviewed the evidence and found insufficient proof that the casino had been informed of the player's gambling problem prior to the account reopening. Consequently, the case was closed, and the player was advised to consider filing an official complaint with the casino's licensing authority for further action.
Merlin Casino - Player’s account was reopened against request.
Amount: €960
Merlin Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.9
Merlin Casino has a Safety Index of 7.9, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
1 month ago
Public
Public
3 months ago
Translation
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.
Automatic translation:
Public
Public
3 months ago
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
Public
Public
3 months ago
Translation
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.
Automatic translation:
Public
Public
3 months ago
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.
Public
Public
3 months ago
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.
Public
Public
2 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.
Public
Public
2 months ago
We have provided all proofs to casino guru that this complaint is not true. It should be rejected.
Public
Public
2 months ago
Translation
Hello, Merlin casino, which part is not true? that in your account deactivation section, you have the information that once the account has been deactivated, it is in no way possible to reverse the situation? Unless you've changed it in the meantime, at the time of my account deactivation requests that was the information available.
It's your own terms and conditions that are lulling players into a false sense of security, so if anything, it's your own terms and conditions.
Regards
Automatic translation:
Public
Public
2 months ago
Dear cgouveia,
I confirm receiving evidence from the casino team. Based on chats I received, It appears you informed them of your gambling problem only once, shortly before your account was closed. Since the rest of the conversations mainly focused on bonuses, I did not find any additional references to your gambling issue. I can confirm that once the casino is made aware of a gambling problem, such an account should be closed immediately, without the possibility of reopening. For other reasons for closure or account deactivation, it is standard that such accounts can be reopened. Even though the casino section clearly states that such actions are irreversible, we would accept their decision to reverse it as long as it wasn’t related to a gambling problem. However, I recommended that the casino team revise this part, as it may be unclear and could potentially harm players.
Unfortunately, in this case, I have not received any relevant evidence showing that the casino was aware of your problem earlier. I am not accusing you of dishonesty, but without legitimate proof from your side, I cannot force the casino to issue a refund. Therefore, I have no option but to close this case.
An alternative option is to file an official complaint with the licensing authority of the casino. Feel free to contact me if you have any questions or require further assistance.
Best regards, Jozef
