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EmuCasino - Never sending the correct amount

41 hours left for TheTruthHurts to respond.
Posted on May 16, 2019.

Hello there, i occasionally play at this casino... all is good except withdrawals, i seem to always get less than intended it's the 2nd time now and i've had enough i would like my money i am entitled to/earnt

12/10/2018 - been shorted $12.00 (and charged $2 fee on top of that)
8/6/2019 - been shorted $20.25 (and charged $2 fee on top of that)

i did contact the casino after the first time and they told me it was the correct amount sent and that it's probably my bank taking fees..
i'd rather be paid in full then fees taken i,e full $150 in my account then $2 taken but instead it seems they are taking fees sending less and my bank also taking a fee

all in all i am down $32.25... $36.25 if you exclude my bank fees

Posted on May 20, 2019.

this is the best i get from them in constant loop/repeat...

if their bank takes fees that honestly should not fall on me correct?
as i said i've played many casinos and never this problem

Posted on May 21, 2019.

Hi Thetruthhurts,

Thank you for your inquiry.

We do not charge you or make a deduction when you make a withdrawal request, we are charged by our bank as well for transferring funds to you and those charges were absorbed by us and we did not pass on any to you.

The charge would be by your bank and your bank's network during the transit of funds to your account

Thank you.

Sincerely,
EmuCasino Customer Support Team

Posted on May 21, 2019.

Now like i've explained to your team 100 times over...... my bank charges $2 it's FULLY visible in the screenshot there is NO extra fees from my bank account (100% due to the account i hold with them)


I ask your team to actually look at the screenshots i've provided mainly the bank account and explain how there could be hidden fees when its written right there clear as day what fees where involved each time ;P

The fact remains you do not seem to send the full amount be it YOUR bank charges fees or not i would like to know where my money or reimburse it as its i have provided exactly what hits my bank account and then a $2 fee and its no where near close to the withdrawn amount, $2 does not = $20...

$2 fee is the max my bank will ever charge for such transactions


please provide a reasonable solution and look into it, this reply is no doubt the same support agent i alerted there was this complaint, finance dept to provide me evidence blaming my bank will not do!

thanks in advance

Posted on May 23, 2019.

Hello Thetruthhurts,

Thank you for your response.

We understand that the $2 is for the telegraphic transfer fee charged by your bank however we would suggest you to liaise with the bank to ensure whether there are any bank's network charges during the transit of the funds.

We are also liaising with our bank to investigate further on this matter.

Thank you.

Sincerely,
EmuCasino Customer Support Team

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