Complaint #17 Emojino Casino

Their KYC verification process is bugged

By sukru g.

5 years ago

Message on forum

Tried to withdraw 125 euro 3 days ago but I had to verify myself first by their Kyc process this is the first time I encountered a verification system like theres. After sending a scan of my Id card front and back which has been accepted by numerous casino websites which I played on over the past 5 years I instantly got a message back in 15 minutes. That my documents got declined I would understand if I sended a bill or some sort of thing but how can a legally dutch id card be refused while it is accepted on all different websites? My profile and my id card information was filled in correct.

So I went to retry and send my documents again. Unfortunately, there are problems with your documents. Please contact our support team.

Please enter your first and last name exactly as they are written in your identity document.

It keeps saying this and I am denied any further access of submitting my documents.

After reaching out to customer support (Which is friendly all the time) they told me they couldn't do anything and would send this to another department. The next day I login and the issue has not been solved and the live chat told me to clear cookies and try a different browser. Which I also tried and it still doesn't work.

Chat transcript: < removed chat transcript >

3 days has passed and I cannot even verify myself on the website, and it seems like the website doesn't know how to fix it themselves so I cannot process my withdrawal now.

I would understand if a bill or bank utility bill would be invalid but a official government id card cannot be invalid so I don't understand what reason they could have to deny my Id card.

Disputed Casino Emojino Casino

Reason Verification issues

Amount €125

Discussion

AskGamblers

• Support Team

5 years ago

Dear @hakansukru,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

hakansukru

• Netherlands • 3 reviews

5 years ago

My first and last name was correct. Your the first casino that checks up a name by there MRZ code a persons name and surname will be shown on the front of your id card obviously. I'm verified on at least 10 different casino's with my REAL name and surname not a MRZ code name.

Your website is trying to stall a withdrawal as much as you can to force players into gambling ther money again, this is frequent thing under some casino's wich you are one of. Or your verification progress with KYC is broken.

Last time i will be playing at Emojino for this bad experience.

Emojino Casino

• Representative

5 years ago

Hello Dear HAKANSUKRU,

Thank you for your feedback.

We have investigated the issue on our side and we see, that there was a problem with the details on your profile with your First and Last Name)

We have successfully changed the name on your profile and you have managed to pass the primary KYC process successfully. The reason for the verification failure is that your name was checked from the MRZ code, however, the name of your profile was stated the same way as it is on the front of your ID.

The name was updated accordingly on our side. It was a minor setback and we apologize for the inconvenience, thank you for reporting this to us. If you have any other difficulties with the KYC or any other questions regarding our casino - feel free to contact our support team 24/7. We will do our best to help you asap. We are constantly working on improvements to our website and customer satisfaction, so it doesn’t happen again.

Thank you for your time,

Emojino Customer Success Team

Emojino Casino Complaint Stats

Resolved 2 / 2

Avg. Amount $3,027

Avg. Complaint Duration 12 days

Avg. Response Time 3 days

Emojino Casino Complaints

See all complaints for this casino

No withdrawal from Emojino

Hi at Askgamblers,

I would like to complaint about the withdrawal process at Emojino Online Casino. I have now asked for status of my withdraw for five days, and they do nothing except stating that it is in process. My deposits are drawn from my account, but the payment of my withdraw is stalled. I have been approved by their Security Center, but nothing happens.

I started using the casino on your recommendation.

I have proof of both the status of my account and the dialogue with them.

Thank you.

< full name removed >

Resolved

€5,000

Withdrawal on 4150 euro rejected with no information

Hey! On friday the 11th of march I played on emojino casino. It ended up with me Making 7 different withdrawals on a total of 4150 euro. And since then its been a complete nightmare. When I first made the withdrawals it Said ”the money Will reach your account within a few seconds” but it obviously did not.

I've contacted support sevral times, and they said it can take up to 48h. So I waited.

When 48h had past and I still not received my withdrawal I contacted support again, then the answer was ”you are on extra security check” I did not receive an email about that. I've got that information when I contacted support.

And now its been an additional 35h and still nothing. And when I contact support they only say all u can do is wait. No answer but ”u Will be notified when the withdrawal is approved”

When I now could access my account all withdrawals were rejected but not returned to my account. So they just took the money.

No one told me that during these 5 days. I did not even receive an email about the process...

Please help me...

I don't know what I am going to do. I feel like I am not going to receive my withdrawal. That they only Holding on to the funds until I give up.

Also, important information is that I asked if I were verified, which I was. And also I deposit and withdrawal through trustly (my bankaccount and my socialsecurity number)

I have a lot more screenshots.

Please askgamblers, help me with this problem so I can receive my withdrawal.

Rejected

€4,150