Beschwerde #11 Emojino Casino

Withdrawal on 4150 euro rejected with no information

Von Amanda B.

vor 5 Jahren

Hey! On friday the 11th of march I played on emojino casino. It ended up with me Making 7 different withdrawals on a total of 4150 euro. And since then its been a complete nightmare. When I first made the withdrawals it Said ”the money Will reach your account within a few seconds” but it obviously did not.

I've contacted support sevral times, and they said it can take up to 48h. So I waited.

When 48h had past and I still not received my withdrawal I contacted support again, then the answer was ”you are on extra security check” I did not receive an email about that. I've got that information when I contacted support.

And now its been an additional 35h and still nothing. And when I contact support they only say all u can do is wait. No answer but ”u Will be notified when the withdrawal is approved”

When I now could access my account all withdrawals were rejected but not returned to my account. So they just took the money.

No one told me that during these 5 days. I did not even receive an email about the process...

Please help me...

I don't know what I am going to do. I feel like I am not going to receive my withdrawal. That they only Holding on to the funds until I give up.

Also, important information is that I asked if I were verified, which I was. And also I deposit and withdrawal through trustly (my bankaccount and my socialsecurity number)

I have a lot more screenshots.

Please askgamblers, help me with this problem so I can receive my withdrawal.

Unseriöses Casino Emojino Casino

Grund Verzögerte Auszahlung

Betrag €4150

Diskussion

AskGamblers

• Support Team

vor 5 Jahren

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Emojino Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, and considering the fact that the AskGamblers Complaint Team maintains zero tolerance towards players trying to abuse our complaint service and not using it in a good faith, we made the decision to reject this complaint and to impose a permanent ban on the player to use our services from now on.

Inaktiver Benutzer

vor 5 Jahren

Here is the rest of evidence

Inaktiver Benutzer

vor 5 Jahren

So the 710 euro Will be Refunded then? To my bank? And when?

Emojino Casino

• Representative

vor 5 Jahren

We provided the evidence of the bug abuse to Askgamblers forum and user`s account will be blocked for the reason of violating the project rules.
"2.21 "Should You become aware of possible errors or incompleteness in the software, You agree to refrain from taking advantage of them. Moreover, You shall report any error or incompleteness immediately to our Customer Service at [email protected]. Should the player fail to fulfill the obligations stated in this clause, Emojino has a right to full compensation for all costs related to the error or incompleteness, including any costs incurred in association with the respective error / incompleteness and the failed notification by the Player."

The bug consisted in the fact that a player could issue a withdrawal request without even having a balance on his game account by refunding previous withdrawals.

The bug was abused for a week without letting us know. And a large number of winnings was obtained using this issue. More than 4500 eur. We could not tolerate such bug usage and the winnings from this bug was deducted.

Thank you for playing in our casino. Your last deposit, from where this issue started will be refunded.

Emojino Casino Beschwerde-Statistik

Gelöst 2 / 2

Durchschn. Betrag $3,004

Durchschn. Dauer 12 Tage

Durchschn. Antwortzeit 3 Tage

Emojino Casino Beschwerden

Alle eingegangenen Beschwerden ansehen

No withdrawal from Emojino

Hi at Askgamblers,

I would like to complaint about the withdrawal process at Emojino Online Casino. I have now asked for status of my withdraw for five days, and they do nothing except stating that it is in process. My deposits are drawn from my account, but the payment of my withdraw is stalled. I have been approved by their Security Center, but nothing happens.

I started using the casino on your recommendation.

I have proof of both the status of my account and the dialogue with them.

Thank you.

< full name removed >

Gelöst

€5,000

Their KYC verification process is bugged

Tried to withdraw 125 euro 3 days ago but I had to verify myself first by their Kyc process this is the first time I encountered a verification system like theres. After sending a scan of my Id card front and back which has been accepted by numerous casino websites which I played on over the past 5 years I instantly got a message back in 15 minutes. That my documents got declined I would understand if I sended a bill or some sort of thing but how can a legally dutch id card be refused while it is accepted on all different websites? My profile and my id card information was filled in correct.

So I went to retry and send my documents again. Unfortunately, there are problems with your documents. Please contact our support team.

Please enter your first and last name exactly as they are written in your identity document.

It keeps saying this and I am denied any further access of submitting my documents.

After reaching out to customer support (Which is friendly all the time) they told me they couldn't do anything and would send this to another department. The next day I login and the issue has not been solved and the live chat told me to clear cookies and try a different browser. Which I also tried and it still doesn't work.

Chat transcript: < removed chat transcript >

3 days has passed and I cannot even verify myself on the website, and it seems like the website doesn't know how to fix it themselves so I cannot process my withdrawal now.

I would understand if a bill or bank utility bill would be invalid but a official government id card cannot be invalid so I don't understand what reason they could have to deny my Id card.

Gelöst

€125