Merlin Casino - A retirada do jogador foi confiscada.

Hello,

On 08/08, I claimed the Merlin Casino Reload 100% Friday promotion.

I made a deposit of €200, which was doubled by the bonus (an additional €200).

This bonus is sticky, with a wagering requirement of x1, a winning limit of x5, and a maximum stake of 3.

I played fulfilling all the conditions and ended with a balance of €766.31 (net profit: €366.31).

When I requested the withdrawal, it was canceled, and support told me the reason was clause 11.1 of their bonus Terms and Conditions, which states:

"The players must deposit and wager at least 50 EUR [...] during the week in order to be eligible for winnings generated with any of the weekend bonuses."

According to the casino, my €200 deposit didn't count as a valid weekly deposit because it was made when the bonus was activated.

However:

I have fulfilled the requirement of clause 11.1.

"During the week" includes the same Friday that the bonus is claimed, since there is no specification of a minimum prior date.

There is no clause stating that the deposit must be separate from or prior to the deposit that triggers the bonus.

There is no violation of other terms.

I respected the wagering, the cap winnings and the maximum stake.

Arbitrary interpretation.

The casino's decision is based on a restrictive interpretation not written into the T&Cs.

In other documented cases, Casino Guru has ruled in favor of the player when ambiguity unfairly benefits the operator.

I request that my winnings be reversed and the full payment of €366.31 processed, as I fully met the conditions set forth in your current Terms and Conditions.

Attach:

support email with the official explanation of the confiscation.

Copy of the relevant T&Cs.

Thank you for your help.

Sincerely,

Isaac

Hola,

El día 08/08, reclamé la promoción Reload 100% Friday de Merlin Casino.

Hice un depósito de 200 €, el cual fue duplicado por el bono (200 € adicionales).

Este bono es de tipo sticky, con requisito de apuesta x1, límite de ganancias x5, y stake máximo de 3.

Jugué cumpliendo todas las condiciones y terminé con un saldo de 766,31 € (beneficio neto: 366,31 €).

Al solicitar el retiro, fue cancelado y soporte me indicó que la razón era la cláusula 11.1 de sus Términos y Condiciones de bono, la cual establece:

"The players must deposit and wager at least 50 EUR [...] during the week in order to be eligible for winnings generated with any of the weekend bonuses."

Según el casino, mi depósito de 200 € no contaba como depósito semanal válido porque fue realizado al activar el bono.

Sin embargo:

Cumplí el requisito de la cláusula 11.1.

"Durante la semana" incluye el mismo viernes que se reclama el bono, ya que no hay especificación de fecha mínima previa.

No existe ninguna cláusula que diga que el depósito debe ser distinto o previo al depósito que activa el bono.

No hay violación de otros términos.

Respeté el wagering, el cap winnings y el stake máximo.

Interpretación arbitraria.

La decisión del casino se basa en una interpretación restrictiva no escrita en los T&C.

En otros casos documentados, Casino Guru ha fallado a favor del jugador cuando la ambigüedad beneficia injustamente al operador.

Solicito que se revierta la cancelación de mis ganancias y se procese el pago completo de 366,31 €, ya que cumplí íntegramente las condiciones establecidas en sus Términos y Condiciones vigentes.

Adjunto:

email de soporte con la explicación oficial de la confiscación.

Copia de los T&C relevantes.

Gracias por su ayuda.

Atentamente,

Isaac

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Merlin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you made any deposits prior to your deposit on 8/8/2025? When was the last prior deposit you made to the casino? Have you redeemed a bonus with previous deposits?
• Is your account verified?
• Have you discussed the issue with casino support via live chat or email? Have you received any responses from the casino? Send the information to my email at tomas@casino.guru or share screenshots here.

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

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We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello Tomas,

Thank you for your response. I'll provide the details requested:

Previous deposits:

Yes. On 07/25/2025 I made a deposit using the Reload 100% Friday promotion (same bonus and conditions as the current case).

Previously redeemed voucher:

Yes. On July 25, 2025, I claimed the 100% Friday Reload bonus, met all the requirements, and earned a profit of €107. After verifying my account, the withdrawal was approved and paid without any issues.

Account verification:

Yes, the account is fully verified as of 07/25/2025.

Communication with casino support:

Yes. I contacted both via live chat and email.

The casino stated that the cancellation of the winnings on August 8, 2025 was due to clause 11.1, claiming that the deposit that triggered the bonus didn't count as a valid weekly deposit. (I've attached this to the first claim.)

However:

The clause does not require that the deposit be different or prior to the one that activates the bonus.

The same procedure was accepted and paid by the casino on 07/25/2025.

The deposit of 08/08/2025 (€200) meets the requirement of "depositing and wagering at least €50 during the week".

Hola Tomás,

Gracias por su respuesta. Le detallo la información solicitada:

Depósitos anteriores:

Sí. El 25/07/2025 realicé un depósito con la promoción Reload 100% Friday (mismo bono y mismas condiciones que en el caso actual).

Bono canjeado previamente:

Sí. El 25/07/2025 reclamé el bono Reload 100% Friday, cumplí todas las condiciones y obtuve un beneficio de 107 €. Tras verificar mi cuenta, el retiro fue aprobado y pagado sin ningún problema.

Verificación de cuenta:

Sí, la cuenta está completamente verificada desde el 25/07/2025.

Comunicación con el soporte del casino:

Sí. Contacté tanto por chat en vivo como por correo electrónico.

El casino indicó que la cancelación de las ganancias del 08/08/2025 se debía a la cláusula 11.1, alegando que el depósito que activó el bono no contaba como depósito semanal válido. (Esto te lo he adjuntando en el primero escrito en la reclamación)

Sin embargo:

La cláusula no exige que el depósito sea distinto o previo al que activa el bono.

El mismo procedimiento fue aceptado y pagado por el casino el 25/07/2025.

El depósito del 08/08/2025 (200 €) cumple el requisito de "depositar y apostar al menos 50 € durante la semana".

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Merlin Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

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.

Dear Pavel,

We refunded players deposit because he breached Bonus terms and condition 11.1. here is the link:

https://www.merlincasino.com/en/info/bonus-terms-and-conditions

Kind regards,

Merlin Casino

Dear player, I have been in contact with the casino, and they have agreed to pay out your winnings. Please, let us know when you will receive them.

I haven't heard from them yet. I'll keep you posted. Thanks so much, Pavel 🫂 🫂 🫂

De momento no me han contactado todavía. Les mantendré informados. Muchísimas gracias Pavel 🫂 🫂 🫂

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear uuuooohhh,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Pavel