Complaint #7 EmirBet Casino

Casino failed to close account when asking for it

By qwrath

2 years ago

On 7. February I wrote to Emirbet livechat informing that I was a gambling addict. The chat support asked me to write an email so I did that promptly (Screenshot attached). Here I informed Emirbet that I am a gambling addict, and I lost a big sum in another casino, so I would like to close my betting account at Emirbet and withdraw the remaining balance because I need them for bills.

Since Emirbet were both informed on chat+email on 7. February, they should be obligated to act on that promptly, which they failed to do.

4 days later on 11. February I falled into my addiction and I gambled with my remaining balance and lost everything.

My complaint is therefore for the balance I had on 7. February and also until 10. February, when I informed the casino Emirbet on both chat and email and they have had some days to handle it, however if I inform them on both chat and email, they should be obligated to close my account immediately.

I would also like to add into the complaint, that on 10. February I contacted the chat-support, because I was afraid to be tempted on my addiction, so I asked them on live-chat on 10. february, why I was still able to login because I informed about gambling addiction on 7. February. So, Emirbet were informed 3 times before I falled back into gambling and lost it all on 11. February.

Disputed Casino EmirBet Casino

Reason Account closure

Amount kr5906.55

Discussion

AskGamblers

• Support Team

2 years ago

Dear all,

Based on the fact player had sent account's closure request on February 7th, the request which was not honored, not even 4 days later which made the player played off his account balance, it is clear that casino's RG policy unfortunately is not to react as soon as possible on one's demand for account's closure, with the maximum timeframe of 24h. AskGamblers Casino Complaint Team strongly believes that only fair thing here would be refunding players lost funds, having in mind that respecting standards of responsible gambling is one of the pillars of any casino's reputation.

Unfortunately, in this situation, the AskGamblers Complaint Team has no other choice but to close the case as unresolved and advise the player to seek further assistance from the relevant regulatory body or appointed ADR entity. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

As soon as the AskGamblers Complaint Team is notified about any decision on the case issued by the official regulatory body and/or ADR entity, we will comply and mark this complaint accordingly.

The AskGamblers Complaint Team would also like to use this opportunity and to strongly encourage the casino management to consider possible amendments of the aforementioned RG Term/s towards more clarity and avoidance of similar misunderstandings in the future.

EmirBet Casino

• Representative

2 years ago

Dear AskGamblers,

We would like to mention that the Player was made aware of the procedure, and he was asked to submit his request officially via e-mail so that it can be handled accordingly. There is a required handling time as these requests have to be checked manually and carefully by the relevant team.

Please keep in mind that there have been no deposits made during the period and there is something that the Player seems to have forgotten to mention.

Before placing any bets and spending his funds he came on chat and specifically said that he understood the procedure but if he spends his money, he will hold us responsible for it. This shows that he understands the procedure but still he intentionally decided to spend his funds. This is all before he even made a single bet on the 10th of February 2024.

We hope that this clears up the situation.

Kind regards,
Emirbet

AskGamblers

• Support Team

2 years ago

Dear all,

Please be informed that AskGamblers Casino Complaint Service has already explained our stance on the matter, and we still stand by it. If casino does comply with our recommendation, and refund the player, we will have no other option but to close the case as Unresolved.

Thank you all for the cooperation.

Inactive user

2 years ago

Dear AskGamblers,

I did clearly inform the casino about my addicton on both chat and email. A few days after i could feel the urge to gamble, and therefore contacted the casino to urge why my account was still not closed, because i know myself that i cannot controle it, if i have access to gambling, and i was afraid of losing funds which i needed for bills, which i informed the casino about.

EmirBet Casino Complaint Stats

Resolved 11 / 13

Avg. Amount $1,000

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

EmirBet Casino Complaints

See all complaints for this casino

Emirbet account closure

I would like to file a complaint regarding the Emirbet website in relation to my account closure request. I have sent approximately 20 emails asking for my account to be permanently closed. On one occasion, I did receive a reply from them asking why I wanted to close my account. I responded to their question and clearly explained my reasons.
However, since providing that explanation, I have not received any further response from their support team, despite sending multiple follow-up emails and reminders. My requests have effectively been ignored.
I find this situation highly unprofessional and disrespectful toward a customer, especially considering that account closure is a fundamental user right. I would appreciate prompt action and a clear resolution to this matter.

Resolved

Selfexclusion ignored

Dear Askgamblers Support Team,

I am writing to file a formal complaint about Emirbet casino regarding the ongoing issues with self-exclusion system and the lack of response to my repeated attempts to resolve the matter.

Despite submitting multiple requests to activate my self-exclusion, the system has not been applied to my account. I have continued to retain access even though I explicitly asked to be blocked. This is a serious failure of a responsible gambling safeguard that should function reliably and without exception.

Furthermore, although I have sent several emails about this issue, I have received a reply to only one of them. And in this letter they asked why I wanted to close my account, despite all the letters where I told them thay I have a gambling addiction. All subsequent messages have been ignored. I also attempted to resolve the matter through live chat, but those interactions were similarly unhelpful. They said I have to send a email to Emirbet customercare. I am attaching screenshots of my emails as an evidence of my attempts to contact them.
I really hope you can help me.

Sincerely,
Anu

Resolved

Not allowed to bet and not able to withdraw

Hello

I signed to Emirbet to place bets in sportsbook on basketball. I deposited 2500€ and over 2 days i bet around 3000€ worth and ended with profit of around 900€ so have around 3400€ on my balance as i did not use any bonuses. Next day i see that my maximum win is 0-1€ for all bets. I only placed bets on top basketball like Euroleague so bit weird but alright it's their business decision. I made withdrawal request after completing the KYC. After about 2 days they rejecting the withdrawas as per their rules i have to rollover my 2500 deposit 5x

Since i can't place any bets with the restricted limits i contact support to allow my withdrawal but they tell i have to play casino and roll over the deposit. I want to know if the casino is allowed to do that and i have no other option but to gamble 10k euros to withdraw my balance? I feel this is their business model and clearly it's completely abusive to people who sign up for sportsbook.

I did try to explain support my issue but obviously they just completely ignore it

I added screenshot of Euroleague Money Line limit being 0 for top league in the world where most bookmaker limits are from 4 digits to 6 digits. Also added my email to support and their response

I apologise if this is completely legal from them and i'm wasting your time but it feels totally unfair and after betting for years i have never experienced such utter nonsense

I would the casino to let me withdraw all my balance or give me reasonable limits in sportsbook to complete the required rollover

Let me know if you need anything else

Thanks for reading

Resolved

€3,400

Withdrawal not authorized

I have requested for my withdrawal on the 05/11/2024 yet my withdrawal not processed.

I have contacted the customer service multiple times no outcome.

Also I have sent my documents for verification so I don’t know why my with had been placed on pending till then.

Below is the screenshot.

Unresolved

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Withdrawal verification binance emirbet

I've been speaking on their live chat, sending emails on their support email id. It's a simple issue, I had a withdrawal to binance which came but binance is requesting senders info (emirbet company info) before the transaction can be completed. But all I get from the reps is that the relevant team will get back soon. Once I got a response which was completely different than my issue, which showed me that the teams don't even check the issue or read it properly. After that it's been over 10 days now and I. Unable to get simple information. I've given screenshots and what I need multiple times but no resolution. Super unhappy with their customer service and will mostly stop using their platform because of this.

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$1,897

Payment cancellation and delay

I made a withdrawal request over 48 hours ago and the request is still pending.

Additionally, I have been trying to withdraw my winnings previously, and in every instance, Emirbet has given excuses and declined my withdrawal requests.

Four requests.

I would like to withdraw my funds and your assistance to achieve this will be highly appreciated.

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EmirBet is trying to scam me 593 euros

I am trying to withdraw my money there, but my withdrawal gets rejected because it is not the same platform I deposited with.

The problem is I deposited with Skrill and they removed Skrill from withdrawal options, so basically I can't take my money out of there.

Already tried to contact support but they don't solve my problems, and as soon as I tell them my nickname they stop answering.

I already told them I needed another method because they took Skrill away from the platform, and then it is impossible to use the same method as deposit, so I tried crypto and they rejected it.

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Not closing account on request

Hello
I have requested to close my account 14 days ago. They told me to request it in eamil, which I did.
In their terms and conditions, they state they process this in 10 business days, which is already over. Got no response to that.

So they are breaking their terms, stalling in the live support. Not willing to close my account.

Resolved

Withdrawal of 500 pending even though my account is verified

Hi,

I've verified everything and now I'm waiting for my withdrawal which is pending for more than 2 days. Nobody from the support can me give any info or anything.

I‘ve won 500€ and I hope you can help me resolve the matter ASAP.

I wrote the Live Chat and told them my problem and they advised me the payments team would be in touch I’ve also emailed the payments team but no response

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Withholding my €500 Payment

Hi there.

I hope you are well.

Emirbet have been withholding a withdrawal since the 15th October.

My account has been fully verified.

I have followed this up with them multiple times by email, only to be told:

"Please keep in mind that the withdrawal requests are handled by another department, and since each of these requests is being revised individually, it may take some time for it to be processed.

With this being said, my suggestion is to keep an eye on your mailbox, as if there's an update or more information is required regarding your withdrawal request, my colleagues will contact you there."

"Regarding your pending withdrawal, we can inform you that our relevant department has been informed about the request and is working to process the transaction as soon as possible.

We currently have many winners like you, and our colleagues are doing their best to process each withdrawal request as quickly as possible. I have sent them a reminder."

I also made a formal complaint yesterday but I have not yet had a response, or indeed my withdrawal.

The withdrawal is for €500

Any help you could give would be much appreciated and please don't hesitate to ask if you need anything more from me.

Thank you.

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€940