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 - Delaying account verification for tool long now

RESOLVED
Complaint Info
Disputed casino EmuCasino
Reason Verification issues
Amount 7383.8
Posted on July 19, 2018

I have been waiting 80 hours for this company to validate my documents after a decent win. Their terms state that it should take between 3 to 24 hours. I have written a few times but seem to be getting computer generated replys advising me that they have my documents and will respond in 24 hours but never do. I feel they are stalling, hoping I will play and lose my winnings. Can you do anything for me?

AskGamblers
Posted on July 19, 2018

Dear @matymon,

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

Thanks for cooperating the AskGamblers Complaints Team.

Posted on July 20, 2018

Hi Matymon,

Thanks for highlighting the matter to us. We have checked our records and we approved your card withdrawal on the 17th of June within 3 hours upon request however 2 days later we were informed by your bank that they do not provide pay-in service to your card hence an email was sent to you advising if you had any other cards where pay-in service is provided by the bank.

Today we notice, a withdrawal via bank transfer was requested and it will be processed within 24 hours and you should be receiving it in the next few days.

Let us know if you have any other concerns for us to address with urgency. Thank you very much for choosing EmuCasino.

Your patience in this matter is much appreciated, do let us know if you need any further clarification.

Kind regards

EmuCasino Support

AskGamblers
Posted on July 23, 2018

Dear @matymon,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

Posted on July 24, 2018

This matter is not resolved I’m still awaiting my winnings of $8000 to land in my account.

Posted on July 25, 2018

Hi Matymon,

We have processed the bank withdrawal request on 20th July and it would take up to 10 business days to reach your account. It has already left our bank account on 20th July and the turnaround in which the funds reach your account is very much dependent on your bank's and your bank network's processing times.

Please bear with us, should it exceed 10 business days, please highlight it to us and will raise a case with our bank to trace the funds.

Let us know if you have any other concerns.

Kind regards

EmuCasino Support

Posted on July 25, 2018

I have spoken with my bank and they have no records of a $8000 deposit being made. Please make a case to trace my funds.

Posted on July 26, 2018

Emu casino is a joke!!! Finally my winnings came through minus $616.20. Apparently around the 10th June (a month and a half ago) Emucasino in error issued me with some extra bonuses and they have decided to take it out of my winnings.

This is so unfair! While I was waiting for my winnings I made a calculated playing deposit in the understanding I would receive what you told me I had won and withdrawn ($8000). I deposited $3800 into your casino knowing I was to receive $8000. If I had known you were only going to pay me $7383.80 (roughly $600 less) I would have only deposited $3200 into your casino.

I feel the only fair conclusion would be to credit me $600. Spare quoting me your T&Cs I understand you can take money off hard working players how and whenever you want.

Ask gamblers I need your help on this one. I have attached my transaction history which shows my withdrawal of $8000 and then Emucasino changes the amount to $7383.80. You can also view my subsequent deposits.

AskGamblers
Posted on July 28, 2018

AskGamblers Complaints Team have just extended the response time frame with another 96 hours hoping that EmuCasino management will soon jump in with an update on this complaint.

Posted on July 30, 2018

I would have thought Emucasino taking money from my withdrawal would be worthy of a response by now, it’s been 5 days!

Posted on July 31, 2018

Hi Matymon,

We appreciate your views on the matter however the deduction of $616.20 was due to multiple bonuses which were inadvertently awarded to you. You were only eligible for it once and all winnings from the first eligible bonus which was given would be honoured but the winnings of $616.20 were from subsequent bonuses that were awarded to you in error which resulted in the winnings.

Unfortunately we are not able to honour your request to re-credit your account with the amount you have asked for. Technical glitches can occasionally occur, but are exceptionally rare and in such events we hope that you understand that we would need to recoup winnings that are not valid.

We do state clearly within our T&C’s that anything incorrectly awarded is the property of the casino and can be claimed back. We did not wish to forfeit all your bonuses and winnings like some casinos might, as we wish to be fair to you. We can assure you that the incident will not recur as we have permanently fixed it and you would not experience the same issue again.

Your understanding on the matter is much appreciated. Let us know if you have any other concerns.

Kind regards

EmuCasino Customer Support

Posted on August 2, 2018

Hi Emucasino,

My issue is not the fact you are trying to recoup $616.20 from bonuses you inadvertently awarded to a closed account from two months ago (or should it be?).

My issue is it took 10 days from the time I tried to withdraw my winnings, which included account verification, complaints written, the inability to deposit funds into my credit card (as my bank wouldn’t allow this) and then finally a confirmation from yourself written on askgamblers that you had processed my winnings. At no time during these 10 days did you inform me you would be deducting money from my winnings. You lead me to believe I would be receiving the amount I withdrew which was $8000. It clearly shows in my transaction history that $8000 was withdrawn from my account on the 17th and 20th June, a screenshot of my transaction history is provided below. It was only at the very last stage, right at the death, did you decide to make the deduction. My issue is that you lead me to believe I was to receive $8000 and based on my winnings and the confirmation post on ask gamblers that you had processed my withdrawal I made a calculated playing deposit of $3800, I chose this amount because that is what I was prepared to lose. If you had informed me during those 10 very long days of trying to get my winnings and not at the moment you processed the withdrawal I would have based my playing deposit on a lower figure. Look at the screenshot and you tell me if this fair!!

Just like you ‘inadvertently’ awarded me extra bonuses I ‘inadvertently’ deposited too much money into your casino because of your failure to advise me in a timely manner that you would be making a deduction.

Maybe if I talk ‘casino talk’ you are more likely to understand. Here goes - Technical glitches due to Emucasinos incompetence can occur but are exceptionally rare and in such events I hope that you understand I need to recoup the extra $600 I deposited. Your understanding in this matter is greatly appreciated and look forward to you crediting my account $600.

Posted on August 6, 2018

Hi MATYMON,

This wasn’t to do with your duplicate account, as no additional bonuses were awarded to this as the account is closed.

Unfortunately your withdrawal had taken longer than usual due to several factors that are beyond our control including your duplicate account (which is also against our T&C’s) and as such unfortunately the verification and withdrawal process had taken longer than normal as your account was being reviewed by the payments & security team before any processing could resume on your account.

The first withdrawal request via card was rejected, it was rejected by your bank as they unfortunately do not provide a pay-in service. We then contacted you to put in a request via bank transfer which we then processed immediately.
We did inform you by email that we made an adjustment of $616.20 and would be making the bank transfer for the remaining amount, this was once we realized the bonus had been used more than once, which was against the specific terms of the bonus.

We hope this clarifies the delay in your withdrawal. We hope this resolves the matter and unfortunately we are not able to refund $616.20 as requested by you.

Kind regards

EmuCasino Support

Posted on August 7, 2018

Hi Emucasino,

Not the outcome I was after! Incompetence, taking money from my winnings and a lack of customer service. I refuse to play at your casino, how can I trust you wouldn’t do the same thing again. Please close my account immediately.

AskGamblers
Posted on August 8, 2018

Upon player's confirmation that he received the withdrawal in question and evidence provided on behalf EmuCasino management, AskGamblers Complaints Team confirm and justify the casino actions which comply with casino Term #2.7

If Season Ever mistakenly credits your account with winnings that do not belong to You, whether due to a technical or human error, the amount will remain the property of Season Ever, and the amount will be transferred from your account. If prior to Season Ever becoming aware of the error You have withdrawn funds that do not belong to You, without prejudice to other remedies and actions that may be available at law, the mistakenly paid amount will constitute a debt owed by You to Season Ever. In the event of an incorrect crediting, You are obliged to notify Season Ever immediately by contacting customer support.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

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