Merlin Casino - Il deposito del giocatore è in ritardo.

Hello,

I deposited €29 into the casino via bank transfer on March 23, 2026 at 1:52 PM.

The amount was debited from my bank account but not credited to my player account.

I have contacted support several times, but I was always told that it had been forwarded to the finance department and that they would get back to me.

Nothing has happened so far...

Hallo,

Ich habe am 23.03.2026 um 13:52Uhr über Bank Transfer 29€ in das Casino eingezahlt.

Der Betrag wurde von meinem Bankkonto abgebucht aber nicht aufs Spielerkonto gutgeschrieben.

Ich habe mich bereits mehrfach an den Support gewandt, aber da wurde mir immer gesagt das es an die Finanzabteilung weiter geleitet wurde und die sich bei mir melden werden.

Bisher ist nix passiert...

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear mietz88,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate but bear in mind that it’s a complicated process that takes one month approximately. In these cases, the casino usually has its hands tied.

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards

Petra

Dear mietz88,

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.

The money has not been returned to my account or to the player account.

The casino said they would contact the finance team and get back to me! - No word yet.

Geld ist weder zurück auf meinem Konto noch auf dem Spieleraccount eingegangen.

Casino meinte das die sich mit dem Finanzteam in Verbindung setzen und sich bei mir melden! -Bislang keine Meldung

Thank you for your reply and for providing the previous details, mietz88.

To better understand your situation and assist you effectively, could you please provide additional information by answering the following questions:

• What payment method did you use for the bank transfer?
• Have you received any confirmation from your bank regarding the transaction?
• Could you provide any additional communication you had with the casino? This may include screenshots, emails, or chat records. You can send all relevant documents to: [email protected] or upload your screenshots directly to the thread.

Thank you again for your cooperation.

Dear mietz88,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru