Emu Casino - 90€ winnings voided from account

RESOLVED
posted on June 20, 2014.

I deposited 20€ and got 30€ not instatn bonus. I had to make wager to free every 3€. I got 6€ for my wager. When I was trying to make withdrawal I won 90€ and had 110€ and I wanted to withdraw 80€. My money has been stolen and 20€ withdrawal has been requested with no alert no info dialog just nothing. I contacted support with no effect. Screen confirm that I free this money didn't got instant bonus and didn't win this money from bonus money. If I will get even warn dialog I will never want to loose my 90€.

posted on June 21, 2014.

Hi there Matthew,

Thank you outlining this matter above.

With any casino bonus there will be applicable terms and conditions associated with them. If you make a withdrawal request on your account with an active bonus that hasn’t been completed, this will forfeit both the bonus and any associated winnings.

You spoke to members of our customer support team both before and after you forfeit your bonus and winnings by making a withdrawal request with a bonus still active.

Before the withdrawal request, you specifically asked them in regards to whether your bonus would be forfeit, if you made a withdrawal request and they clearly informed you that this would be the case.

We also gave you links to where all the information relating to how our bonuses work could be easily found on the site. We can supply records of this correspondence if required.

Kind regards

Andrew
EmuCasino Customer Support

posted on June 21, 2014.

You told me that bonus will be voided not winnings so bonus 24€ left. I make big wager to free every 3€ of this bonus so I was sure that its my money because I wagered it. It was no longer in bonus money label on your site, so this 90€ wasn't won from bonus money. You told me that there should be alert dialog before making withdrawal it wasn't there its why I made this withdrawal. I will never want to loose this 90€ if I risked my own 20€ to win it, its why I wrote to your support just a moment after this happend.

posted on June 21, 2014.

Otherwise if 80€ withdrawal cannot be processed, why 20€ withdrawal has been requested ? I didn't want to withdraw 20€ so there should be information that 80€ withdrawal cannot be processed. You requested 20€ withdrawal without my acceptance its not fair.

posted on June 23, 2014.

Hi Matthew,

With any bonus, whenever a bonus is forfeit or voided, this will also forfeit any associated winnings. This is clearly stated within our T&C’s. You deposited €20 which is exactly what you got back when the bonus was forfeit, it was only bonus cash that was voided.

It sounds like there has been some confusion in how our bonuses work, although we do try to make this as clear as possible. As such, please feel free to get in contact with our customer support team through live chat to see if there’s anything we can offer you, as a gesture of good will.

Kind regards

Andrew
EmuCasino Customer Support

posted on June 23, 2014.

Never mind, I requested 80€ withdrawal got no info that its not possible and you requested 20€ withdrawal without my acceptance,do you think its clear and fair? I will not have to contact your support no more because I will no more play in your casino. You can mark this complaint even than as resolved. I don't want to loose my time any more it have no sense, all the time the same answer.