Complaint #48
EmuCasino
Not Verified, Not Impressed, Not Surprised
7 years ago
Hello,
I uploaded my verification documents to Emu over a week ago so I could avoid the usual delays when it came time to have a play and be lucky enough to make a withdrawal.
Today was looking like it was my lucky day only to be told the same excuses that a number of other sites have used before,
"There is a large number of withdrawal requests and our security and fraud team has a backlog of documents to verifiy"
This is inexcusable when your verification page states "Submitted documents are processed by our Security Team within a maximum of 24 hours"
https://www.emucasino.com/au/info/account-verification/#How-done
When contacting support over live chat I was left unimpressed with the lack of interest in getting my issue resolved.
What I Wanted To Hear From Support:
-An honest answer as to why my documents still weren't verified
-A promise that it would be completed withing X hours
-It was going to be followed up immediatly
-I'd be updated via email with its progress
What I Heard From Support
-We're really busy
-You need to wait
-I can't help you
It's so obvious that account verification is not completed within 24 hours when your support team has a number of answers available to copy and paste into chat. It's laughable that you promise one thing than have setup a number of tools for your support team to use in order to deal with your inability to deliver.
Delaying customers verification and withdrawals to keep them playing so they lose there winnings is such a lowball dirty tactic that's so common you hear the same responses word for word from different casionos!! Is there difficulty in hiring enough staff to verify documents and process withdrawals to keep your customers happy?
I'd appreciate seeing my account verified within the next 24 hours or earlier so I can complete my withdrawal.
I do look forward to the day when I finally experience a casino delivering on it's promises regarding account verification and withdrawals as this is not a first time experience for myself.
I uploaded my verification documents to Emu over a week ago so I could avoid the usual delays when it came time to have a play and be lucky enough to make a withdrawal.
Today was looking like it was my lucky day only to be told the same excuses that a number of other sites have used before,
"There is a large number of withdrawal requests and our security and fraud team has a backlog of documents to verifiy"
This is inexcusable when your verification page states "Submitted documents are processed by our Security Team within a maximum of 24 hours"
https://www.emucasino.com/au/info/account-verification/#How-done
When contacting support over live chat I was left unimpressed with the lack of interest in getting my issue resolved.
What I Wanted To Hear From Support:
-An honest answer as to why my documents still weren't verified
-A promise that it would be completed withing X hours
-It was going to be followed up immediatly
-I'd be updated via email with its progress
What I Heard From Support
-We're really busy
-You need to wait
-I can't help you
It's so obvious that account verification is not completed within 24 hours when your support team has a number of answers available to copy and paste into chat. It's laughable that you promise one thing than have setup a number of tools for your support team to use in order to deal with your inability to deliver.
Delaying customers verification and withdrawals to keep them playing so they lose there winnings is such a lowball dirty tactic that's so common you hear the same responses word for word from different casionos!! Is there difficulty in hiring enough staff to verify documents and process withdrawals to keep your customers happy?
I'd appreciate seeing my account verified within the next 24 hours or earlier so I can complete my withdrawal.
I do look forward to the day when I finally experience a casino delivering on it's promises regarding account verification and withdrawals as this is not a first time experience for myself.
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