What's new

  • What's new
  • Notifications
Search
Search for over 1000 casinos, slots, bonuses

Notifications
failed to load.

Reload

You don't
have any
notifications.

Reload
View all

Notifications
failed to load.

Reload

You don't
have any
notifications.

Reload
View all

EmuCasino - Allow me to deposit $50,000 without proper verification or any further checks

UNRESOLVED
Complaint Info
Disputed casino EmuCasino
Reason Verification issues
Amount $ 85940
Nikphee Queensland
Posted on January 3, 2020

I am having an issue with Emucasino. I registered in August 2019, my account was verified within a couple of days after providing license, proof of address and photo of the card I used to make initial deposit. I received an email stating it was verified and continued depositing assuming that all was fine because my account was verified.

Since then I have used two other cards, one ending in 5463 in my name which I used to deposit $6,000, the other ending in 9620 not in my name I used to deposit upwards of $50,000.

Fast forward to last week when I received an email that’s attached stating I needed to verify the 9620 card because it didn’t match my name. Now this is where I realised they had made a huge mistake because when they verified my account I was never asked for the documents that they were now asking for to verify the card 9620. The card has the same name on it as the first card that was verified. I questioned them asking why the initial card ending in 7623 was verified without further checks as it clearly doesn’t have my name on it. Their reply was to say it clearly shows my name, which it doesn’t. They verified this card without proof it belonged to me or without a notarized letter stating permission from cardholder.

They’ve also told me that once you use a card that doesn’t match your name your account automatically becomes unverified and you’re limited to depositing $10,000. They have also sent me an email saying that all three cards aren’t verified. Well clearly this isn’t the case because I deposited well over that amount using the three cards ending in 7623, 5463 and 9620.

They are claiming I never received an email stating I was verified and it’s my fault. I do not feel I am liable for this as they verified my account, they allowed me to deposit past the limit, they didn’t ask for further checks, they didn’t suspend/close my account. They have stated if I had won and tried to withdraw I would never have been able to. I have deposited on the assumption my account was verified, I played with the expectation of service that verification comes with Eg winnings being withdrawn. They have broken that agreement. They failed and broke their own terms and conditions. I have asked them to refund the deposits as they have now been notified of their error and have stated I shouldn’t of been allowed to deposit past $10,000!!!! Please help.

AskGamblers
Posted on January 3, 2020

Dear @Nikphee,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed refund request/s.

Thanks for cooperating the AskGamblers Complaints Team.

Nikphee Queensland
Posted on January 3, 2020

The total amounts are:
Card ending 7632 - $55,940
Card ending 5463 - $6,000
Card ending 9620 - $24,000

They have also replied today stating that on the 23rd August I indeed did let them know the name on the card did not match my account name and they still failed to initiate the further checks policy as per their terms and conditions.

They claim despite the error, verified or not I am still liable for all deposits. How can that be so if deposits are restricted if unverified? How can that be so if you cannot provide proof of ownership your account is closed/limited. So are they also then liable for all withdrawals regardless of verification?

I had nothing to gain from this error. If they had of correctly verified me in the beginning I had no way to prove it was my card and my account would’ve been suspended.

Might I also add that I did ask for my account to be closed during this period.

Nikphee Queensland
Posted on January 5, 2020

Just an update with correspondence from Emucasino.

Have stated it’s now been escalated but still not willing to do anything.

Nikphee Queensland
Posted on January 5, 2020

Forgot to add this.

Posted on January 7, 2020

Hi Nikphee,

We are currently investigating this but as this involves multiple transactions, it will take some time for us to properly verify this with the bank so please bear with us and we will respond as soon to this as soon as we receive clarification from our end.

Best regards,
Emu Casino Support Team

Nikphee Queensland
Posted on January 7, 2020

I don’t understand why you would need to verify anything with the bank?

You verified a card that shouldn’t have been verified. You didn’t request further documents to verify if I was the owner of the card or had permission to use it as stated in your terms and conditions.

You have also stated that an account that isn’t verified is restricted to depositing $10,000.

Your terms and conditions state that if verification process can not be completed you will
- close the account
- confiscate any winnings and refund deposits.

They also state that if found liable to this mistake you will refund the lessor of net winnings or deposits.

I have essentially deposited thousands of dollars without ever being able to withdraw any of the winnings from day 1 and it’s your fault. I had no knowledge of this. Why would I deposit all that money knowing this!?!? If you had of correctly followed your own verification process as outlined in your terms and conditions I never would have been verified.

Nikphee Queensland
Posted on January 8, 2020

Askgamblers,

Have they provided any evidence to suggest my account was verified correctly?

Nikphee Queensland
Posted on January 9, 2020

I have requested statements from them as I am permanently locked out of my account and they say it’s being handled with high priority but I feel this is another delay tactic. It’s been 16 days and they’re still not willing to resolve this issue.

AskGamblers
Posted on January 13, 2020

Dear EmuCasino,

Please let us know if there's some update regarding this case.

Posted on January 13, 2020

Hi NikPhee,

Apologies that this has taken longer to reply that desired, however unfortunately, this case is not straight forward and there are lots of different teams involved and this case has covered quite some time which means it takes longer to investigate thoroughly.

Our Payments & Compliance teams did ask you for supporting documents in regards to the different name on the cards and froze your account pending receiving these, specifically a notarized copy of a letter that clearly states that you entitled to use the card, (in this context a marriage certificate showing the change in name upon getting married).

As yet, we still have not received this despite requesting it, even though you have highlighted exactly that requirement from our T&C’s.

You have mentioned that in our terms and conditions, we state that if the verification process cannot be completed we will:

- close the account
- confiscate any winnings and refund deposits.

Just to clarify, we DO NOT state this in our terms and conditions, not sure where you got this from.

It would appear that you have in fact referenced this out of context upon a request sent into the customer support team, where you simply asked, how much could be deposited, without verifying an account.

To your point regarding withdrawals and not being able to withdrawal, you would be able to easily make a withdrawal as normal, providing your account is fully verified, specifically if you provide the documents as requested. In fact, we had already processed a withdrawal for you for $20,000 on the 2nd of September!

The fact that you have been unwilling/unable to prove that you are the owner of the other credit cards, not registered under your name (on the system, matching your other KYC docs), also implies that these cards have been used without consent of the actual owner (if this is not you) which amounts to you committing fraud.

When you played at EmuCasino, you played with the intent to win and withdrawal. We honour all withdrawals providing all documentation (as per standard) are in order and correct.

Suggesting that because you used a card in your maiden name, or did not submit the requested documents means that you are entitled to a refund is unfortunately not correct or something we cannot entertain.

Best regards

Emu Casino Support Team

Nikphee Queensland
Posted on January 13, 2020

I’m sorry but you verified my account 26/08/2019 as I’ve previously stated without verifying the card I used to make deposits ending in 7623.

You have only asked for these documents dated 25/12/2019 so forgive me but according to your terms and conditions you require verification within 72 hours or after a $2,500 deposit which you did not do. You waited 4 months to ask for documents and that isn’t even for the initial card ending in 7623 correct?

You have violated many of your terms and conditions and you did not process a withdrawal, it was rejected!!!!!!!! So do not make up lies. I have never received a withdrawal from you.

Nikphee Queensland
Posted on January 13, 2020

And yes it does state that in your terms and conditions as supplied in this photo.

Nikphee Queensland
Posted on January 13, 2020

Again you’re neglecting to admit that you verified my account on the 26/08/2019 breaching your own terms and conditions. Had you of correctly done your job I would not have been verified and I would not have continued playing and depositing money for which a service would not be provided for.

Nikphee Queensland
Posted on January 13, 2020

Also they neglected to notify me that they were in breach of Australian law and changed their domain name so I could access the website (from emucasino.com to emucasino.games) and also now they have cut all ties from Australian players so I cannot access the site at all. So I no longer have to provide anything. My account should never have been verified at any point and if they had of carried out their procedures properly this would be evident. You have no proof I own the cards used at all, you never asked for proof in August 2019 upon verifying my account and I never supplied any proof!!!! I’m suggesting that because you failed to meet the required KYC and AML terms and conditions to verify an account in the first place you should refund my deposits. You made the error not me.

Nikphee Queensland
Posted on January 13, 2020

Also might I add they didn’t freeze my accounts they simply stated I couldn’t use the visa deposit method anymore and I could deposit via other methods.

Nikphee Queensland
Posted on January 16, 2020

AskGamblers

They still have not provided statements I have requested. They still won’t admit they verified my account mistakenly and breached their own terms and conditions. I feel I have no choice but to take this further. Is there a licensing or regulatory body I can make a complaint to?

Thank you.

Posted on January 20, 2020

Hi Nikphee,

We did indeed do account verification on your account, specifically the ID and POA within 72 hours of you joining on the 26/08/19, as per the Terms & Conditions. We specifically state under the “Timeframes and Limits” term that we “may” freeze your account, stop you from further game play, if we are not able to complete verification checks satisfactorily.

On the second term regarding Suspension, on that term it also specifically states that if we can’t verify your details or proof of address, we will close your account. We verified both your ID and Proof of Address on 26/08/19. We did not suspend you or close your account, (hence why you could still deposit with another method, as you pointed out) we simply asked for more supporting documents at a later date.

Aside from this, as per the T&C's if we were to suspend you, any refund would have been only up to the value of your initial deposits before we did the initial account verification.

In regards to the Withdrawal, this was processed on the date as stated, however it was unsuccessful and bounced back to us (according to the 3rd party processor) due to the beneficiary bank/account name mismatch – due to the details you supplied to us, not being correct.

Looking at the correspondence so far, it appears that you are clearly wishing to manipulate how the T&C’s are written for your own benefit, with the expectation that if you simply didn’t provide the requested docs, you would be entitled to have all your deposits refunded.

As stated previously, you played at the site with the intention to win and withdrawal, which we always honour, providing all necessary docs are in order.

Best regards

Emu Casino Support Team

Nikphee Queensland
Posted on January 20, 2020

So I signed up purposely with the hopes to get mistakenly verified, depositing over $80,000 knowing I could never withdraw any winnings and then hoping I could get all my deposits refunded.. yeah that totally makes sense.

Please do tell how you verified my initial card? (You didn’t)
Please do tell why the withdrawal was unsuccessful? (Mismatched names because the card and bank account don’t match the account name)
Please show the chat where I told customer support before my account was verified that the card was in a different name and asked what I needed to supply. (Again you still didn’t ask for further identification to indeed verify the card belonged to me).
Please provide all the statements I have asked for (you still haven’t and continue to send emails claiming they are coming)

AskGamblers
Posted on January 23, 2020

Dear EmuCasino,

Please let us know if there's some update regarding this case.

AskGamblers
Posted on January 30, 2020

This complaint has been reopened as per EmuCasino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Nikphee Queensland
Posted on January 31, 2020

Haven’t heard from them.

Posted on February 3, 2020

Hi AskGamblers Team,

As per your request, we have submitted our detailed explanation to you via email.

We look forward to hearing from you on the outcome.

Thank you.

Sincerely,
EmuCasino Customer Support

AskGamblers
Posted on February 6, 2020

AskGamblers Complaints Team is awaiting EmuCasino team to provide the required information.

Sign up for +100 No Deposit Spins!

This offer is not applicable to residents of Great Britain.

By subscribing you are certifying that you have reviewed and accepted our updated Privacy and Cookie Policy