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EmuCasino - Continued delay for verification and payment

REJECTED
Complaint Info
Disputed casino EmuCasino
Reason Verification issues
Amount $ 1500
Posted on July 24, 2019

I recently signed up and won $2000 on Emu Casino, and submitted all of my documents to get verified and the verification has taken 5 days and is still pending, therefore i have been unable to withdraw the $2000! I have asked live support every single day, multiple times per day and they give me the same response that they are overwhelmed with verification, then i ask for a manager and they say no, they are busy and cannot talk. This is unaccepteable, i did not touch my account for 5 days now, and I ended up blowing $500 last night, which is completely my fault, however i was wanting to withdraw the funds immediately after i won them, and i was unable to, they first said it would only take 24 hours to process, then they said up to 72 hours to process, and now it has been 5 days... So if they just processed my verification, which i provided my Drivers License ID, Payslip with my Address on it and a photo of the front of the bank card i used to deposit the money and it it still pending! every day its the same excuse, and i strongly believe they are using this as a tactic, do not verify my account as i won money, not bonus or anything and they want me to spend it! now i have spent $500 and not saying that is the casino fault, it is mine for spending it, i own that, however if the casino followed their protocol of verifying documents within the 24 hours like they said! or even 72 hours! then i would not have spent it! it is unacceptable to make people wait this long.

again, i am not saying it is the casino fault that i blew that $500 last night, however i strongly believe that i would not have spent it if they verified my documents in a fair and timely manner! i will not be spending another cent on this casino until i get my documents verified and able to withdraw my winnings!

Posted on July 25, 2019

Dear HAMISH1994,

Thank you for bringing this up to our attention.

We've noticed that you've used payment method which is not registered under your name hence we need additional supporting documents in order to verify your account. This is part of our security and verification procedure stated under our Casino Terms & Conditions (https­://­www.em­uca­sin­o.c­om/­au/­inf­o/t­erm­s-c­ond­iti­ons­/#P­aym­ent­-Ru­les).

Please be informed that we've emailed you on 23rd July 2019 requesting a notarized letter with a certification from the Justice of Peace. We appreciate if you could provide the requested documents in order for us to expedite the verification process.

Feel free to reach out to us via live chat or email for further assistance related to your account.

Regards,

Sincerely,
EmuCasino Customer Support Team

AskGamblers
Posted on July 25, 2019

Dear @hamish1994,

Please let us know if you have cooperated the casino and sent the required paperwork. Please be in aware in case you fail to respond within the given time AskGamblers Complaints Team will have no other option but to reject this complaint upon submitter's unwillingness to cooperate.

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