I deposited money on LuckyMerlinCasino.com and was up a little bit, deposited $20 was up to about $80. Went to sign on the next day to play some more, now I keep getting a Cloudflare message saying I've been blocked from this website! That's stealing! They have my money and now I can't access it. I've sent an email to [email protected] and have not recieved a response and it's been 3 days. They are thieves!

Dear DannyD83,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify how long you have been playing in this casino? Have you made any successful withdrawals before?

Do I understand correctly that you've been unable to access the casino website for the last three days? We're currently having the same issue.

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

Best regards

Veronika

Dear DannyD83,

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.

Hi I apologize for the late response. To answer your question I'd only been playing at this casino for 3 days when this happened and no I've never made a withdrawal. And yes currently cannot access casino website

Thank you very much, DannyD83, for providing all the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you DannyD83 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Lucky Merlin Casino for their help in resolving this complaint. We would like to know why is the player unable to access the site 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.

Dear DannyD83, according to our information the casino has been closed. We believe any outstanding funds should be paid out but as the casino has not responded to our inquiries,  there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Gaming Curacao Authority ([email protected] or via the 'Contact' button found on their website) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Peter