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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.

Ich habe 200€ eingezahlt und einen Sticky bonus erhalten. Nach spielen in Slot-Games habe ich 492€ gewonnen. Anschließend habe ich den Bonus storniert und eine Auszahlung beantragt welche abgelehnt wurde. Tage später habe ich mein Echtgeld Guthaben (ich hatte keinen aktiven Bonus mehr!) benutzt um Roulette zu spielen. Damit habe ich mein Guthaben auf 557€ erhöht. Jetzt hat mir das Casino alle Gewinne abgezogen mit der Begründung es sei nicht erlaubt Live Casino zu spielen mit Gewinnen aus Boni. Das macht keinen Sinn, ich hatte den Bonus davor gelöscht und reines Echtgeld auf meinem Konto. Zusätzlich habe ich 492€ komplett in Slots erspielt und diese wurden abgezogen. Ich fände es unfair wenn mir das Casino nicht meinen kompletten Gewinn auszahlt.

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

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.

Liebe Kristina,

ich habe einen sticky Bonus benutzt. Es war der Bonus für die 4. Einzahlung (https://www.merlincasino.com/en/promotions/casino-welcome-bonus).

Ja, das Guthaben wurde in Echtgeld angezeigt. Ich habe den Bonus abgebrochen es war kein Bonusguthaben mehr auf meinem Konto als ich Live Casino gespielt habe.

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.

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.

Liebe Kristina,

ja das ist die einzige Erklärung vom Casino. Im Live Chat wurde das genau gleiche gesagt aber ich habe keine Screenshots gemacht.

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.  

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!

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.

We made a mistake we are going to refund the player

Thank you for the update Merlin Casino representative.

Dear lolzgamer12099, let us know when you receive your refund. Thank you for your cooperation!

I can confirm that I received everything. Thanks everyone!

Ich kann bestätigen, dass ich alles erhalten habe. Danke an alle!

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