The player from Germany had deposited €200 and won €492 while playing slots with a sticky bonus, which he later canceled. After using his real money balance to play roulette, the casino deducted all his winnings, claiming he had violated bonus terms, despite having no active bonus at the time. He considered this treatment unfair. The issue was resolved when the casino acknowledged a mistake and agreed to refund the player. Confirmation of the refund was received, and the complaint was marked as 'resolved.'
Merlin Casino - Player’s winnings have been confiscated.
Amount: €357
Merlin Casino
Safety Index:Above averageSafety Index
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7.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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2 months ago
Translation
I deposited €200 and received a sticky bonus. After playing in slot games, I won €492. I subsequently canceled the bonus and requested a withdrawal, which was denied. Days later, I used my real money balance (I no longer had an active bonus!) to play roulette. This increased my balance to €557. Now, the casino has deducted all my winnings, arguing that it is not allowed to play live casino games with winnings from bonuses. This makes no sense, as I had deleted the bonus beforehand and had purely real money in my account. Additionally, I earned the €492 entirely in slots, and these were deducted. I find it unfair if the casino does not pay out my full winnings.
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2 months ago
Dear lolzgamer12099,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please clarify which bonus you played with? If possible, please post a link or promo code you used to activate the offer.
- Do I understand correctly that your winnings were displayed in the real money balance?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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2 months ago
Translation
Dear Kristina,
I used a sticky bonus. It was the bonus for the 4th deposit (https://www.merlincasino.com/en/promotions/casino-welcome-bonus).
Yes, the balance was shown in real money. I canceled the bonus and there was no bonus balance left in my account when I played Live Casino.
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2 months ago
Thank you very much for your reply, lolzgamer12099. Is this the only explanation from the casino you received? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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2 months ago
Translation
Dear Kristina,
Yes, that is the only explanation from the casino. The exact same thing was said in the live chat but I didn't take any screenshots.
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2 months ago
Thank you very much, lolzgamer12099, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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2 months ago
Hello there,
Thank you lolzgamer12099 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Merlin Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.
Thank you!
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1 month 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.
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1 month ago
Thank you for the update Merlin Casino representative.
Dear lolzgamer12099, let us know when you receive your refund. Thank you for your cooperation!
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1 month ago
Translation
I can confirm that I received everything. Thanks everyone!
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1 month ago
Dear lolzgamer12099,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Peter
