Merlin Casino - El casino ha cancelado las ganancias del jugador.

The casino is cheating its customers.

They canceled my winnings accusing me of purchasing a bonus while an active bonus was in use.

I deposited 120€ and chose the 120% bonus.

I adhered to the wagering requirements and wagered everything with Hotline at 3.60€.

You cannot even buy a bonus in the Hotline game.

When I inquired, I was told:

"Regarding your concern, we found that you played Hotline, which is correct, but you played with the 'Triple Hotline Bonus Bet' feature, which we regret to inform you is considered as a bonus purchase.

Unfortunately, there is nothing else you can do in this situation."

In this game, you can only turn on 3 lights on the left, which allows you to choose the lines, but does not buy a feature.

I hope you can help me since the casino is clearly trying to find a reason to avoid payout.

I have taken screenshots if it helps.

Best regards, Pascal

Das Casino Betrügt seine Kunden.

Mir wurde mein Gewinn gestrichen mit dem Vorwurf eines Bonus Kaufes während einem aktiven Bonus.

Ich habe 120€ Eingezahlt und den 120% Bonus gewählt.

Ich habe mich an die Umsatzbedingungen gehalten und mit Hotline auf 3.60€ alles Umgesetzt.

Man kann in dem Spiel Hotline nicht mal einen Bonus kaufen.

Auf Nachfrage wurde mir dann gesagt:

"Was Ihr Anliegen betrifft, haben wir festgestellt, dass Sie Hotline gespielt haben, das ist richtig, aber Sie haben mit der Funktion „Triple Hotline Bonus Bet" gespielt, von der wir Ihnen leider mitteilen müssen, dass sie als Bonuskauf zählt.

Leider kann man in dieser Angelegenheit nichts anderes tun."

Man kann in diesem Spiel nur links 3 Lichter an machen, womit man die Lienen auswählt, aber keinen Feature kauft.

Ich hoffe sie können mir Helfen, da das Casino hier klar versucht einen Grund zu finden einfach nicht Auszuzahlen.

Ich habe Screenshoots gemacht falls das weiterhilft.

Liebe Grüße Pascal

Hello Fregged8,

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? Could you please forward your betting history 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

Hello, I'm forwarding the betting history. I took screenshots of everything.

I verified myself on March 29th after I wanted to pay out.

The last time I spoke to the casino was today and they wanted to sell me that I had bought a bonus.

Greetings Pascal

Hallo, ich leite den Wettverlauf weiter. Ich habe von allem Screenshoots gemacht.

Verifiziert habe ich mich am 29.3 nachdem ich Auszahlen wollte.

Das letzte mal habe ich heute mit dem Casino gesprochen und sie wollten mir verkaufen das ich einen Bonus gekauft habe.

Grüße Pascal

Dear Fregged8,

Thank you for the information provided so far. As the case will require further investigation with the help of the casino, your complaint will be now forwarded to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you Fregged8 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!

Dear Fregged8, I was in contact with the casino affiliate and was given an explanation to the situation. The affiliate raised an issue with the following rule:

7. It is not allowed to use bonus buy features with an active bonus. In case that bonus buy features are activated, the bonus and all winnings with it will be forfeited.

It was also noted that you only played that game in your game session, and activated that feature from the very beginning of your first round. Unfortunately, there is not much we can do In this case, the steps taken by the casino are justified and as your initial deposit was returned we deem the outcome fair. Let me know if I have missed something.

But this is not a bonus purchase function.

Das ist aber keine Bonuskauf Funktion.

Thank you for the response but from the evidence provided by the casino it is pretty clear it was the bonus feature and that it was used during the whole bonus wagering. In the future I recommend asking the casino support about the games you want to play if you're not sure about the bonus feature. Due to the evidence provided by the casino, we believe the steps the casino has taken are justified and subsequently we will reject your complaint. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter