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EmuCasino - Transaction successfully accepted but nowhere to be seen

RESOLVED
Complaint Info
Disputed casino EmuCasino
Reason Missing Funds
Amount $ 430
Posted on November 1, 2019

I want to start off by saying that I have never had a single problem with this casino until now, and the way this is been put on me to sort out is just ridiculous and screams fraudulent.

In a fortnight i made 3 withdrawals (and a few over the years)
The first withdrawal cleared into my bank with no hassles.
The second and third withdrawals were both processed at the same time
One I have received
The other i have not.

September 17th is when I made the withdrawal.
Since then I have contacted their paymemt support services multiple times.

After been mostly ignored, a few weeks ago they sent me two receipts for both withdrawals and told me that I had to go take it up with my bank.

So I did and as expected my bank can't do anything

I emailed payment support again saying that they needed to find it as my bank and I are unable to do so.

A week of been ignored I had to send a new email
Only to be told I had to make a trace,
I just got off the phone to Commbank they have again said that Emu casino must do the trace as it's their issue,
I would like this to be resolved asap.

Posted on November 4, 2019

Hi Annamation,

Thank you for your feedback.

Payments and Security team are looking into your matter and will get back to you shortly with a reply.

On behalf of the EmuCasino Team, we sincerely apologize for the inconvenience caused and we will are liaising with the Payments Team to provide an update in regards to your matter shortly.

Thank you for your patience and understanding.

Sincerely,
EmuCasino Customer Support Team

Posted on November 4, 2019

Dear ANNAMATION,

Thank you for bringing this to our attention.
Based on the information you provided previously, we are currently following up with our payment service providers to confirm the movement of the fund and will keep you informed once we hear from them.
Again we apologize for any inconvenience caused.

Regards,
Sincerely,
EmuCasino Customer Support Team

Posted on November 5, 2019

I thank you for replying and I hope that this is resolved soon, how long does it usually take to track down funds that haven't been successfully transferred?

Posted on November 6, 2019

Dear ANNAMATION,

The tracing process will take indefinite time, a minimum of three working days and more.

Please bear with us at the moment. We will keep you update with the status and ensure the fund reaches your end safely.

Sincerely,
EmuCasino Customer Support Team

Posted on November 7, 2019

Thank you so much, am looking forward to the result!

AskGamblers
Posted on November 10, 2019

Dear EmuCasino,

Please let us know if there's some update regarding this case.

Posted on November 12, 2019

Dear AskGamblers,

Our Payments and Security Team is currently waiting for an update from our external payment providers.

We would post an update to the player and here once we receive feedback.

Thank you very much.

Sincerely,
EmuCasino Customer Support

Posted on November 12, 2019

Hopefully it's soon.
It's been dragging on for 2 months this weekend coming.

Posted on November 14, 2019

Dear ANNAMATION,

Greetings!

Please be informed that we've sent a reminder email to the payment service provider to expedite the process as we noticed that there is no update from their end.

We apologize on behalf of the payment service provider for the delay.

Sincerely,
EmuCasino Customer Support Team

Posted on November 14, 2019

< Content removed >.

Posted on November 15, 2019

Dear ANNAMATION,

We totally understand your situation and trying our level best to provide you a solution. We are still liaising with the payment service provider to identify the root-cause for the missing withdrawal.

In order to re-process another withdrawal, we need to identify the issue from our payment service provider and fix it to avoid any missing withdrawals in the future.


Sincerely,
EmuCasino Customer Support Team

AskGamblers
Posted on November 15, 2019

Dear @Annamation,

Please keep in mind that AskGamblers Complaints Team maintains zero tolerance towards verbal aggression or any other kind of behavior which could be considered as offensive. Please refrain from using abusive epithets from now on, otherwise it may result in your current complaint being rejected. Thank you for your cooperation.

Posted on November 15, 2019

@askgamblers

My apologies I didn't intend to come across abusive or rude.

Posted on November 15, 2019

@emu

Thank you

Posted on November 16, 2019

Dear ANNAMATION,

We have received a confirmation from our payment service provider stating that the withdrawal was rejected by your bank hence we have credited the full amount to your casino account. We would appreciate it if you could make the withdrawal to a different bank account to avoid a similar issue.

If you need further assistance, please reach out to us via the existing email correspondent.

Sincerely,
EmuCasino Customer Support Team

AskGamblers
Posted on November 20, 2019

Dear @Annamation,

Please let us know if there's an update regarding your ongoing complaint. Be in aware 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. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

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