Complaint #41 EmuCasino

Delayed $6,000 Withdrawal Request

By charlie67

7 years ago

Message on forum

I am concerned about the delay with my withdrawal request, I placed the request on 24th July and was told it would be processed in 24 hours and could take up to 10 days to be processed by my bank, but in most cases it was only 3 to 5 with the majority of banks. Every day I have been told to check back in 24 hours, they told me I should have received an email but I did not then they said they have been experiencing delays due to a lot of payment requests. Today I was told they can't give me an ETA but advised again that it has been brought to the attention of the payments team. This time they claimed that the reason for the delay is they have implemented some new payment process for withdrawals and they are still working on this system. Because of the discrepancy in their responses I am getting worried, they have not updated their site with any special notice or new terms and conditions about payouts and I feel like I am getting the run around to delay or not honour the payout. I already made sure my account was verified before betting and I have played by the rules and this is my first withdrawal and I am really worried about the delay and excuses. My withdrawal is for $6000 which I requested on 24th July and as of tomorrow it will be a week and they still have not even processed it or confirmed that is in the queue to be processed it is just sitting in pending. see attached screenshot of the withdrawal request

Disputed Casino EmuCasino

Reason Delayed payment

Amount $6000

Discussion

AskGamblers

• Support Team

7 years ago

AskGamblers Complaints Team have been informed by the player via email that the payment has been received, and their complaint has been successfully resolved.

The case is being officially closed now.

EmuCasino

• Representative

7 years ago

Hi Charlie 67,

We understand your frustration on the matter and as explained in our email exchanges we acknowledged that there was a delay and we apologize for it.

We assure you that you would receive the funds as it was paid and as explained it was due to issues at the bank which is beyond our control. At this point of time, we would seek your patience as the funds are on its way, there isn't much we can do at this point, we have spoken to the bank personnel to prioritize and process your payment which they did.

We acknowledged that there was a delay, we acknowledged your frustration and we do not deliberately delay customer's payout and we hope you acknowledge that we have treated the matter with urgency and we have made the payment as fast as we could once the issue was identified.

Again we are sorry for the trouble it has caused you.

Kind regards

EmuCasino Support

charlie67

• Victoria

7 years ago

I applied on 24th July and was told it would be processed in 24 hours and then would normally take 3 to 5 days to arrive in my account but also advised sometimes it can take up to 10 days.

It didn’t get processed in 24 hours but 6 days later and during this period I was told EMU had so many payouts they were behind in processing withdrawals, then I was told it was because they had introduced new software so not sure which of these excuses were true if any

Finally, I was advised it was paid on 30th July and would normally receive in 3 to 5 days but again could take up to 10 days.

During this period, I received no payment, I requested a receipt and was advised it would “definitely” be sent later that day that was 3 days ago.

Then yesterday I am told ooops it wasn’t paid it had left their account but was caught up with some tech issue with their bank but this time I am assured it has been paid, but now the payment processing times have changed. No longer is it normal for 3 to 5 days to process it is now 7 to 10 days.

Seems weird to me that in 2 weeks your bank is changing their processing times and also there is no proof of payment, no receipt or no tracking number.

It is clear from other complaints these are standard and common excuses with the intent to delay withdrawals. Your payment information online is false and misleading.

Finally, you emailed tonight telling me (if) after another 2 weeks the money has still not arrived again, only then will you investigate it. HA what a joke I think it is clear there will be further delay and this is another opportunity to stall and if it had been processed as promised twice there would be proof by receipt.

I really don't think I am being unreasonable, I think anybody reading this history would be sceptical and view the excuses as suspicious.

EmuCasino

• Representative

7 years ago

Hi Charlie67,

We have finally managed to get to the bottom of the issue after speaking to our bank in person.Your withdrawal was indeed processed on 30th July as stated on your statement, however our bank experienced a technical issue where the payment was reflected as complete and the funds had left our bank account but the funds did not leave the bank’s treasury account for the payment to be made.

We have a list of affected payments from the bank and we have advised them to prioritize yours hence your payment has been processed and it is on its way to your account. It will take 7-10 business days to reach your account.

We do not have a receipt, a screen shot of the transfer we do however for security and compliance reasons unfortunately we are not able to share internal system screen shots but rest assured that the payment has now been made and you will be receiving it.

Once again, apologies for the delays and many thanks for your patience in this matter.

Kind regards

EmuCasino Support

EmuCasino Complaint Stats

Resolved 51 / 53

Avg. Amount $4,694

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

EmuCasino Complaints

See all complaints for this casino

Unable to withdraw funds of 270 euro

I am writing to raise a complaint regarding my withdrawal issue with Emu Casino.After completing all wagering requirement,still I am unable to withdrawal my funds €270 .
During the withdrawal I had asked to enter otp to withdraw funds.
I clicked to receive the OTP many times, but OTP is not coming to my mobile number at all. Due to this, I am unable to complete the withdrawal.I contacted customer support multiple times, and they said the issue was forwarded to the financial team, but my issue has not been resolved from last 15 days

This delay is causing inconvenience and concern. I request you to please resolve this OTP issue urgently and allow me to withdraw my funds as soon as possible.

Thank you.

Unresolved

€270

Withdrawal delay since three days

I am writing to raise a complaint regarding my withdrawal issue with Emu Casino.

Recently, I deposited 350 euros and played casino games. After that, I decided to withdraw my funds. The Emu Casino team asked for KYC verification, and I uploaded all required documents. My documents were successfully verified.

After that, they informed me that mobile verification was required. I uploaded my mobile bill, and that was also verified. However, when I tried to place a withdrawal request, they again asked for mobile OTP verification.

I clicked to receive the OTP many times, but OTP is not coming to my mobile number at all. Due to this, I am unable to complete the withdrawal.I contacted customer support multiple times, and they said the issue was forwarded to the technical team, but my issue has not been resolved for the last three days. €349 have in wallet

This delay is causing inconvenience and concern. I request you to please resolve this OTP issue urgently and allow me to withdraw my funds as soon as possible.

Thank you.

Resolved

€349

Withdrawal not processed for 2 weeks

I signed up to this casino at the start of the month, I accidentally signed up with Euros, tried to deposit anyway and when it worked I just played on. A few deposits later I managed to win a large balance and beat wagering. I submitted documents and my account was verified a few days later. I submitted my withdrawal on the 9th or 10th and it's been stuck as processing since. On the 12th I find out it's under investigation, I think because I was a Canadian player using euros, I explained what happened and since then every time I've checked in all they say is it's still under investigation with no updates or new information provided. I don't really understand what there is to investigate.

It's been over 10 days since they opened the investigation, without an update and I'm just sick of waiting at this point.

Resolved

€1,905

Withdrawal in amount of $2100 pending for over 2 months

Hi,

I'm a verified vip player and have been playing with them for many years.

I have a pending withdrawal 2100$ since January 18th with emu casino and they have not sent my funds.< removed upon submitter's request >

My last two communications in Jan/Feb, were both replied with "Kindly note that your account is currently under review and we are still in the midst of gathering more information ". I have included the screenshot. This should not take over 2 months.

I would like my withdrawal processed and < removed upon the submitter's request >.

Thanks

Resolved

$2,100

Emu casino has not paid me in 45 days

Hello, I do not have much to say on this complaint. I am a verified player on the casino and I have been paid before, but now they just stopped paying. I won using their welcome offer, I withdrew my limit of 2500 which was paid. I went back to withdraw the 1705 remaining and since then nothing. Please refer to the screenshot to see the first payment and the date of which the second one has been pending since.

I would ask the casino to pay me please.

Resolved

$1,705

EmuCasino- Winnings Revoked and Wazdan never confirmed error

I have been asked to re-submit a previous complaint that has been rejected.

I recently won a sum of NZD$13,770 on emucasino which has been revoked due to an 'error in game'.I have contacted the casino asking for validation from the game provider that this was a bug.I have NOT received any official confirmation from the casino that they have contacted Wazdan (the game provider). I have supporting evidence, all email correspondence and screenshots to send through to you for consideration.

Can you please provide me a means to send you this information.

Thank you

Resolved

Waiting 3 weeks for my withdrawal

I have been waiting for a deposit of $301 NZD for a few weeks now.

All I have received from EmuCasino support is that it is under review. It's the same bot email everytime I have tried to get any information from them.

I would like to know how long it is going to take which they have not provided. It seems very suspicious to me that they don't give me any information on the withdraw besides an automated response.

I'd really like my withdraw or at least to know whats happening.

Resolved

€181

Stalling my payments

HI,

I won a hefty amount of money in December 2020 @emucasino , I was told due to their withdrawal policy I can only withdrawa 2500 per week to my ewallet, which was fine by me.

I currently have a pending withdrawal of 2500gbp from January 9 2021 and it still pending since then.

Their excuse for the past 9 days is that their "payment service provider is upgrading their integration and the winnings will be in your account within the next few days".

As per EmuCasino withdrawal policy all verified accounts have their ewallet payments processed and sent out within 24 working hours. We are now moving on the 10th day !

Can you please stop stalling EmuCasino ?

Resolved

£2,500

Stalling payment for weeks

Hi guys,

So 3 or so weeks ago I tried to do a withdrawl, I have withdrawn from Emu multiple times successfully, but they have done something with their payment provider?

Anyway, long story short they tell me they're having problems due to their payment provider going through "integration" ?? What ever that means... and cannot send me the money. I'm like ok? So what now? Coz I want my winnings? Then they tell me to be patient every time I try to correspond with them.

Now, I was patient... For the first two weeks... Now it's just beyond a joke.

They've asked me if I have any e-wallets as they're trying to make a fix, in which I replied to them yes I do.

I haven't received a reply in 6 days following this up (and counting)

My question is how can they continuously take people's money knowing damn well they can't give them their winnings? Or are they just pulling a fast one on me?

I'm a bit stuck here guys I wouldn't have complained unless I had to, because as I said I have had multiple successful withdrawals in the past but now I feel stuck coz $3200 is alot of money to some people, especially at Christmas time.

Thanks

Resolved

€3,200

Removed money from my account

I got a 50% deposit bonus from EmuCasino and before i claimed it i read the terms and conditions.
The terms stated that max bet was 5$, max bonus amount was 100euro and max win from the bonus was 5000$ and also bonus funds only playable on selected games.
My account currency is NOK(Norweigan Kroner) and i deposited 2000NOK (around 210$) and i got 1000nok bonus.
I wagered the bonus funds on selected games and after my last spin of the wagering my balance was 8067NOK (around 880$) and then 3067NOK was automaticly removed so I only had only 5000NOK left.
I contact the chat after this and tell them that 3067nok have been removed from my account even though it shouldnt.
The 2 guys i talked to in chat didnt want to help me at all and say that i will not be credited back the 3067 that was unfairly taken from me.
So this is why i had no choice then to ask askgamblers to help me with this.
I have provided pictures of the terms and conditions for this bonus

Resolved

kr8,067