Merlin Casino - Player's deposit has not been credited.

Please allow me to express my strongest complaint about this casino and let me explain: After making several deposits without any problems, last Friday the 10th, I attempted to make an immediate transfer, as usual, but it was unsuccessful. I contacted the chat support and was referred to the finance team via email, and they responded by suggesting I try the "Contiant" method, which is a fast transfer. I followed their advice and attempted a test transfer of 150 €. Well, I made the deposit without any issues and the money was deducted from my bank account. However, the money did not appear in my casino account, and they asked for a transfer receipt. I sent it to them, and they confirmed that everything was correct but stated that until the money reaches them, they can't credit it to my casino account.

This is unheard of because I have paid, I have sent the receipt, and the statement showing the deduction from my bank (the bank tells me they can't do anything because the transfer is directed to the casino's payment processor). The casino tells me to wait. I told them it's an immediate transfer and the money should appear, but they don't even bother to credit the money, despite having proof that it was paid. Let this complaint serve as a warning to users that if the money doesn't reach them, they won't credit anything to your casino account.

Therefore, I can't play until the money, if it even arrives, reaches them, but it has already been deducted from my bank account and, for now, I can't play. They tell me in the chat to make another transfer. Why? So the same thing happens, and instead of 150, it would be even more money that isn't appearing.

There are many casinos that, upon demonstrating that you have paid, will credit the money, but this casino doesn't want to. Now I neither have the money nor can I play. I believe a casino that treats a user like this is not a good casino, and it's not about a mere 150 €, it's about how poorly they are treating me.

Dear xjobertonex,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

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

Best regards,

Nick

I am not a player, I am a player and my username in this casino is "joberto"

Thank you so much

Yesterday they told me to try with another deposit because the deposit by Contiant transfer is immediate, I tried it with €200 and the money does not appear in the casino either.

This is the only casino this has happened to me at and I have played at many.

Please take note of this issue because this is already passing.

If it's not immediate, why do they make me deposit? And if I can prove with documents that they have charged the €200 to my bank, why don't they credit the money to my casino account? What a bad casino...

Fixed today, the 15th, can you please remove the complaint?

Case solved

Dear jobertone, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru