Merlin Casino - Player’s winnings cancelled due to 'multiple IPs'.

Hello,

I made a deposit to claim the welcome bonus from the casino.

I played, won some money, and requested a withdrawal.

Today, I woke up to find my bonus and my winnings canceled, citing "multiple IPs" as the reason.

The issue is that in Brazil, we do not have fixed IPs!

I played on my mobile phone, both inside and outside my home, and the IPs change.

If this is a restriction, firstly, the casino should not offer this type of bonus, and secondly, they should not have allowed me to make withdrawal requests.

Moreover, upon reversing everything, not even my bonus was returned.

I demand that the amount I requested for withdrawal be restored, so I can withdraw the money from the site as is my right.

Even if the winnings from the "Bonus Purchase" are canceled, I won the majority afterwards.

It is not fair for me to lose the money due to a rule that makes no sense.

Hello robertafreitas90,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Merlin Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Were only the multiple IP's the issue? Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Olá, enviei o email conforme solicitado.

Hi. Any news?

Hello robertafreitas90,

Would it be also possible to forward your betting history to check the casino's claim?

Dear robertafreitas90,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.