Complaint #120 EmuCasino

Withdraw never came and then blocked account when enquired

By Jakeep

6 years ago

On 1st November 2019, I deposited $150 into my Emu Account, through out the night I played numerous slot games and black jack, by the end of the night I had accumulated $1226. I went to withdraw this, the next day the money was gone from my account.
I then waited some days for my withdrawal to make it into my bank account, however it never came. I enquired through live chat to find out the problem they told me
They would be taking the matter to higher management, I waited for a reply and then contacted them and told me I was in violation of a rule, they didn’t explain what and just blocked my account.

I feel I have been cheated out of the money I have deposited and won.

Could I atleast get a proper explanation or better yet my deposit to come through !?

I love playing emu but it shouldn’t be this hard to get your winnings collected.

Could I also get an explanation for why my account is now blocked? It really seems like they took the easy road out and thought I’d just cop it.

Disputed Casino EmuCasino

Reason Account closure

Amount $1226

Discussion

AskGamblers

• Support Team

6 years ago

Dear @Jakeep,

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.

EmuCasino

• Representative

6 years ago

Dear JAKEEP,

Due to the Data Protection policy that we have in place, we will be contacting you via phone directly to perform security checks before sending you an email on all your requested information.

Thank you kindly.

Sincerely,
EmuCasino Customer Support Team

Jakeep

6 years ago

Still waiting for reply, I have noticed the message above.

I’m requiring the times from the withdrawal, when the money was played, and when the account was asked for self exclusion.

I’m also interested to know if it was the same device/location used by my account or if it was a foreign device/location that played the balance down.

Thanks

EmuCasino

• Representative

6 years ago

Dear AskGamblers,

EmuCasino is still investigating this matter and would like some time extension.

We appreciate it if you can help fulfill our request.

Thank you kindly.

Sincerely,
EmuCasino Customer Support Team

EmuCasino Complaint Stats

Resolved 51 / 53

Avg. Amount $4,694

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

EmuCasino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 41 out of 42 complaints in this category have been resolved.

This operator's average complaint duration is 9 days, while the average duration across all operators is 8 days.

EmuCasino Complaints

See all complaints for this casino

Unable to withdraw funds of 270 euro

I am writing to raise a complaint regarding my withdrawal issue with Emu Casino.After completing all wagering requirement,still I am unable to withdrawal my funds €270 .
During the withdrawal I had asked to enter otp to withdraw funds.
I clicked to receive the OTP many times, but OTP is not coming to my mobile number at all. Due to this, I am unable to complete the withdrawal.I contacted customer support multiple times, and they said the issue was forwarded to the financial team, but my issue has not been resolved from last 15 days

This delay is causing inconvenience and concern. I request you to please resolve this OTP issue urgently and allow me to withdraw my funds as soon as possible.

Thank you.

Unresolved

€270

Withdrawal delay since three days

I am writing to raise a complaint regarding my withdrawal issue with Emu Casino.

Recently, I deposited 350 euros and played casino games. After that, I decided to withdraw my funds. The Emu Casino team asked for KYC verification, and I uploaded all required documents. My documents were successfully verified.

After that, they informed me that mobile verification was required. I uploaded my mobile bill, and that was also verified. However, when I tried to place a withdrawal request, they again asked for mobile OTP verification.

I clicked to receive the OTP many times, but OTP is not coming to my mobile number at all. Due to this, I am unable to complete the withdrawal.I contacted customer support multiple times, and they said the issue was forwarded to the technical team, but my issue has not been resolved for the last three days. €349 have in wallet

This delay is causing inconvenience and concern. I request you to please resolve this OTP issue urgently and allow me to withdraw my funds as soon as possible.

Thank you.

Resolved

€349

Withdrawal not processed for 2 weeks

I signed up to this casino at the start of the month, I accidentally signed up with Euros, tried to deposit anyway and when it worked I just played on. A few deposits later I managed to win a large balance and beat wagering. I submitted documents and my account was verified a few days later. I submitted my withdrawal on the 9th or 10th and it's been stuck as processing since. On the 12th I find out it's under investigation, I think because I was a Canadian player using euros, I explained what happened and since then every time I've checked in all they say is it's still under investigation with no updates or new information provided. I don't really understand what there is to investigate.

It's been over 10 days since they opened the investigation, without an update and I'm just sick of waiting at this point.

Resolved

€1,905

Withdrawal in amount of $2100 pending for over 2 months

Hi,

I'm a verified vip player and have been playing with them for many years.

I have a pending withdrawal 2100$ since January 18th with emu casino and they have not sent my funds.< removed upon submitter's request >

My last two communications in Jan/Feb, were both replied with "Kindly note that your account is currently under review and we are still in the midst of gathering more information ". I have included the screenshot. This should not take over 2 months.

I would like my withdrawal processed and < removed upon the submitter's request >.

Thanks

Resolved

$2,100

Emu casino has not paid me in 45 days

Hello, I do not have much to say on this complaint. I am a verified player on the casino and I have been paid before, but now they just stopped paying. I won using their welcome offer, I withdrew my limit of 2500 which was paid. I went back to withdraw the 1705 remaining and since then nothing. Please refer to the screenshot to see the first payment and the date of which the second one has been pending since.

I would ask the casino to pay me please.

Resolved

$1,705

EmuCasino- Winnings Revoked and Wazdan never confirmed error

I have been asked to re-submit a previous complaint that has been rejected.

I recently won a sum of NZD$13,770 on emucasino which has been revoked due to an 'error in game'.I have contacted the casino asking for validation from the game provider that this was a bug.I have NOT received any official confirmation from the casino that they have contacted Wazdan (the game provider). I have supporting evidence, all email correspondence and screenshots to send through to you for consideration.

Can you please provide me a means to send you this information.

Thank you

Resolved

Waiting 3 weeks for my withdrawal

I have been waiting for a deposit of $301 NZD for a few weeks now.

All I have received from EmuCasino support is that it is under review. It's the same bot email everytime I have tried to get any information from them.

I would like to know how long it is going to take which they have not provided. It seems very suspicious to me that they don't give me any information on the withdraw besides an automated response.

I'd really like my withdraw or at least to know whats happening.

Resolved

€181

Stalling my payments

HI,

I won a hefty amount of money in December 2020 @emucasino , I was told due to their withdrawal policy I can only withdrawa 2500 per week to my ewallet, which was fine by me.

I currently have a pending withdrawal of 2500gbp from January 9 2021 and it still pending since then.

Their excuse for the past 9 days is that their "payment service provider is upgrading their integration and the winnings will be in your account within the next few days".

As per EmuCasino withdrawal policy all verified accounts have their ewallet payments processed and sent out within 24 working hours. We are now moving on the 10th day !

Can you please stop stalling EmuCasino ?

Resolved

£2,500

Stalling payment for weeks

Hi guys,

So 3 or so weeks ago I tried to do a withdrawl, I have withdrawn from Emu multiple times successfully, but they have done something with their payment provider?

Anyway, long story short they tell me they're having problems due to their payment provider going through "integration" ?? What ever that means... and cannot send me the money. I'm like ok? So what now? Coz I want my winnings? Then they tell me to be patient every time I try to correspond with them.

Now, I was patient... For the first two weeks... Now it's just beyond a joke.

They've asked me if I have any e-wallets as they're trying to make a fix, in which I replied to them yes I do.

I haven't received a reply in 6 days following this up (and counting)

My question is how can they continuously take people's money knowing damn well they can't give them their winnings? Or are they just pulling a fast one on me?

I'm a bit stuck here guys I wouldn't have complained unless I had to, because as I said I have had multiple successful withdrawals in the past but now I feel stuck coz $3200 is alot of money to some people, especially at Christmas time.

Thanks

Resolved

€3,200

Removed money from my account

I got a 50% deposit bonus from EmuCasino and before i claimed it i read the terms and conditions.
The terms stated that max bet was 5$, max bonus amount was 100euro and max win from the bonus was 5000$ and also bonus funds only playable on selected games.
My account currency is NOK(Norweigan Kroner) and i deposited 2000NOK (around 210$) and i got 1000nok bonus.
I wagered the bonus funds on selected games and after my last spin of the wagering my balance was 8067NOK (around 880$) and then 3067NOK was automaticly removed so I only had only 5000NOK left.
I contact the chat after this and tell them that 3067nok have been removed from my account even though it shouldnt.
The 2 guys i talked to in chat didnt want to help me at all and say that i will not be credited back the 3067 that was unfairly taken from me.
So this is why i had no choice then to ask askgamblers to help me with this.
I have provided pictures of the terms and conditions for this bonus

Resolved

kr8,067