Ag Awards

EmuCasino - Hold payment and long verification

Complaint Info
Disputed casino EmuCasino
Reason Verification issues
Amount $ 2140
Posted on September 24, 2018

I sent documents to emucasino for verification my account more than 4 days. In they FAQ has been wrote 'Submitting the documents takes no longer than a few minutes. Submitted documents are processed by our Security Team within a maximum of 24 hours however processing over the weekend may take longer.' Because they not review my documents i cannot withdrawal my funds. IN Balance have 2140 CAD( 1140 i win). After i said support team tht i will wrote complaint to AskGamblers, they blocking my account!

Posted on September 25, 2018

Hello Lainevoolravo,

We initially approved your submitted ID and proof of address that you submitted which were all fine, however you failed to provide the proof of payment which caused the initial delay in verifying your account.

We then received the proof of payment yesterday, however noticed that the payment account doesn't belong to you. We do recommend players to only use payment methods that are registered to themselves to avoid complications in verifying their account.

We have sent you an email regarding this and are looking forward to receiving your response.

Kind Regards,

EmuCasino Support

Posted on September 25, 2018

Thanks for your answer. But i answer you today two times. Please unblocking my account and get me use funds. Thanks EMucasino, i wait your answer

lainevoolravo Canada
Posted on September 27, 2018

Emucasino ignored all my emails within 3 days. I don t know what i need to do now

Posted on September 28, 2018

Hello Lainevoolravo,

We’ve received your response stating that you’ve used your brother’s payment account hence we need additional documents to complete the verification process.

Please be informed that we are trying our level best to assist you in this matter and appreciate if you could provide the additional documents which we have requested via email.

Looking forward to receiving your response.

Kind Regards,

EmuCasino Support

Posted on October 2, 2018

Dear @lainevoolravo,

Please let us know if you have cooperated the casino and sent the required paperwork. Keep in mind that 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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