An Alberta-based player mistakenly deposited funds into the wrong address at Merlin Casino. Though the casino located the wallet and promised to credit it to the player's account, this had not occurred a day later. The repeated assurances from customer service lacked specific updates or clarifications. The player confirmed the deposit was credited after 36 hours. The complaint was closed as resolved.
Merlin Casino - Player’s deposit sent to incorrect address not returned.
Amount: Can$34
Merlin Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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5 months ago
Hello I recently made my third deposit with Merlin Casino, however upon doing so I accidentally sent the deposit to the address and I had sent the second deposit to which was not a fixed address connected to my account. I contacted support and explained the issue, they told me that they would help.
Only a few minutes later they had located the wallet with the deposit, at that time. I was informed that they would soon credit my account with the deposit funds.
Many hours have passed and is now approaching the one day mark, still nothing has been accredited to my account. They had only minutes following the actual deposit, removed it from the wallet in question and the address that I sent it. Thus adding it to their collective LTC assets and not accrediting my account.
I've spoken with customer service if you want to call it that, repeatedly and they simply tell me that it will be resolved and to rest assured but I have no assurances of anything in fact the department in charge of the issue is the financial Division, which has not sent me a single message since the beginning of the list nothing to confirm that they were even engaged in reconciling the issue.
It is now 24 hours nearly later and nobody has responded. Customer service endlessly unhelpful and just repeats the same nonsense without giving me any clarification or updates on the progress.
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5 months ago
Dear wguy590,
Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing with Merlin Casino.
- To better understand and address your issue, could you please provide us with some additional information?
- Could you specify the exact date and time when you made the third deposit?
- What is the transaction ID or reference number for the deposit in question?
Have you received any emails or communication from Merlin Casino’s financial division regarding this issue? If so, could you forward any relevant communication to petronela.k@casino.guru?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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5 months ago
I'm not sure if it's a coincidence or if you instill fear upon these people from being mediators, but it seems that whenever I open a case with you guys, they always resolve it quickly then. That's what happened In many cases before and also this one, so now I have my deposit finally, only took a 36 hours, Just narrowly defeating the postal service for speed of arrival. lol
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5 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, wguy590, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
