EmuCasino Complaints

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

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

T.

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

Withdrawals Not Being Paid

I have withdrawn $7098.72 with 4 seperate withdrawals, $1900 all up withdrawn on 16th December $710 withdrawn on 18th December and $4488.72 withdrawn on 24th December.
It has been over 10 business days, i was told i would revieve the withdrawals made on 16th and 18th december by this past monday.
Emu casino continues to lie and delay my winnings.
They have said that my bank rejected the payments which is not true. I would like my winnings totaling $7098.72 paid immidiately to my bank account provided to them. Or i will be forced to take legal action.

Resolved

$7,099

Allow me to deposit $50,000 without proper verification or any further checks

I am having an issue with Emucasino. I registered in August 2019, my account was verified within a couple of days after providing license, proof of address and photo of the card I used to make initial deposit. I received an email stating it was verified and continued depositing assuming that all was fine because my account was verified.

Since then I have used two other cards, one ending in 5463 in my name which I used to deposit $6,000, the other ending in 9620 not in my name I used to deposit upwards of $50,000.

Fast forward to last week when I received an email that’s attached stating I needed to verify the 9620 card because it didn’t match my name. Now this is where I realised they had made a huge mistake because when they verified my account I was never asked for the documents that they were now asking for to verify the card 9620. The card has the same name on it as the first card that was verified. I questioned them asking why the initial card ending in 7623 was verified without further checks as it clearly doesn’t have my name on it. Their reply was to say it clearly shows my name, which it doesn’t. They verified this card without proof it belonged to me or without a notarized letter stating permission from cardholder.

They’ve also told me that once you use a card that doesn’t match your name your account automatically becomes unverified and you’re limited to depositing $10,000. They have also sent me an email saying that all three cards aren’t verified. Well clearly this isn’t the case because I deposited well over that amount using the three cards ending in 7623, 5463 and 9620.

They are claiming I never received an email stating I was verified and it’s my fault. I do not feel I am liable for this as they verified my account, they allowed me to deposit past the limit, they didn’t ask for further checks, they didn’t suspend/close my account. They have stated if I had won and tried to withdraw I would never have been able to. I have deposited on the assumption my account was verified, I played with the expectation of service that verification comes with Eg winnings being withdrawn. They have broken that agreement. They failed and broke their own terms and conditions. I have asked them to refund the deposits as they have now been notified of their error and have stated I shouldn’t of been allowed to deposit past $10,000!!!! Please help.

Unresolved

$85,940

Withdraw never came and then blocked account when enquired

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.

Resolved

$1,226

Transaction successfully accepted but nowhere to be seen

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.

Resolved

$430

Unable to withdraw after 3 weeks

Its been 3 weeks i won 10k and went through and got my account verified then when i went to withdraw it just comes up unsuccessful so i contacted the support team and they were no help told me it is with the payment and security team and that they have pushed the request and that they will get back to me asap. i messaged them a week later and same response. i am now messaging them daily and they have no updates at all for me and when i try to ring them the line just hangs up or it goes straight to voicemail. they have been no help at all and i have been scammed out of 10k when its my money just because i won they froze my account

Rejected

$10,000

Delayed Payment

Hi there,

So I made my withdrawal for $20,000 on the 17/09/2019 and it’s now been over a week now and nothing is been processed. I have contacted support and payments team on numerous occasions and i seem to be getting mixed response from them. The main reason has been due to a technical error which in my opinion shouldn’t take longer than one week.

Please look into this for me.

Resolved

$20,000

Delayed payment

Withdrew $1050 out on the 21/08/19 and also withdrew $300 out on the 23/08/19 and was told at the latest it would arrive to my bank account within 10 working days, (05/09/19) its now the 12/09/19 and I still have not received the money. I have messaged emu casino every day since the 5th and I get the same automated response, “we have raise a ticket regarding this to the Payments & Security Team and we will revert to you the soonest via email once we get an update”. It has now been over 3 weeks since I’ve made the withdraw.

Resolved

$1,350

Awaiting for winnings to be deposited

On the 13th August 2019 I decided to take my money I won, being $4979 and withdraw through EmuCasino. I was already a verified member and had previously withdrawn money from this site for the amount of $500.00 that only took 3 business days to receive my monies. The account the money I have requested to be deposited to is the same account I withdraw from. I am already a verified member and my account has been verified. This time around I withdrew the money and it was approved by EmuCasino on the 14/08/2019. As of 26/08/2019 I have not yet receive the monies. I have contacted EmuCasino live chat on 20/08/2019 and was informed I was guaranteed the funds would be in my account with in 10 days and then 7 days and then between 7 to 10 days. I have a screen shot for this. I then contacted EmuCasino again on the 21st August 2019 who confirmed that I would receive the funds with in 10 days. I have contacted EmuCasino via live chat every day and was informed that if the money does not go into the account they can raise a ticket with the payments team. I am confused why last time it only took 3 business day and this time it is taking a long time. Customer Support wont escalate the matter. Can you please assist?

Resolved

$4,979

Missing Withdrawal of $6,000

Let me start by saying I am fully verified with EmuCasino and I have received withdrawals to the same bank account (1 and only bank account) on file.

On June 12/2019 I made a $6,000 withdrawal. It never arrived, after 10 days I contacted support and was told there was a delay on there end. They later resubmitted it on June 22.

After several days I contacted them again to see why I still haven’t received my withdrawal. They so called escalated the matter to the payment team which later asked me to submit my bank statement which I have done as proof that the withdrawal never was received. Did not change any bank info, same account that I always use to lose lots of money and sometimes win a little bit of money.

It is now July 25/2019 and I still have not received my withdrawal. I contact them every day and I get a “copy n’ pasted” response: ( I can see this has been escalated to the Payment Team and we are currently waiting on a update.) When I ask for an ETA the answer is “they will get back to you at the soonest”.

I have asked them for a contact number, a manger, and even the licensing company and was told this is Classified information

Resolved

$6,000

Continued delay for verification and payment

I recently signed up and won $2000 on Emu Casino, and submitted all of my documents to get verified and the verification has taken 5 days and is still pending, therefore i have been unable to withdraw the $2000! I have asked live support every single day, multiple times per day and they give me the same response that they are overwhelmed with verification, then i ask for a manager and they say no, they are busy and cannot talk. This is unaccepteable, i did not touch my account for 5 days now, and I ended up blowing $500 last night, which is completely my fault, however i was wanting to withdraw the funds immediately after i won them, and i was unable to, they first said it would only take 24 hours to process, then they said up to 72 hours to process, and now it has been 5 days... So if they just processed my verification, which i provided my Drivers License ID, Payslip with my Address on it and a photo of the front of the bank card i used to deposit the money and it it still pending! every day its the same excuse, and i strongly believe they are using this as a tactic, do not verify my account as i won money, not bonus or anything and they want me to spend it! now i have spent $500 and not saying that is the casino fault, it is mine for spending it, i own that, however if the casino followed their protocol of verifying documents within the 24 hours like they said! or even 72 hours! then i would not have spent it! it is unacceptable to make people wait this long.

again, i am not saying it is the casino fault that i blew that $500 last night, however i strongly believe that i would not have spent it if they verified my documents in a fair and timely manner! i will not be spending another cent on this casino until i get my documents verified and able to withdraw my winnings!

Rejected

$1,500

After 9 days my withdrawal still not processed

Hi askgamblers i need your help. I requested to withdraw my winnings of $1,230 last July 11, 2019 and up to now thr status is still pending. The request is already gone in their Withdraw section it says "no pending withdraw" so i thought it is already approved but when i checked the Histroy section of my transaction the status of the request is still pending. I tried to communicate with their live chat and sent an emails as well but its the same response "Apologies bla bla.." ..I think this casino keep stalling and if they see possible not to give the winnings at all. I would not recommend this casino to anyone it is very frustrating to get your money withdrawn it takes agesssss for verification and now i think without any help from askgambler and alike you won't get your winnings at all.

Resolved

$1,230

Payment transfer issue

Hi,

It has now been 3 days and I still haven't received "approval" for winnings.

Everytime I email or speak to live chat they come back with the same excuse "Sorry we have a high volume of withdrawals at the moment"

I find this frustrating as on their website it states 24 - 48 hours for the funds to be sent.

Resolved

Withdrawals not paid, excuses galore

To AskGamblers, I submitted a withdrawal request of a mere $600 5 days ago now and despite the fact my account is fully verified, there is no sign of it being paid. What makes matters even worse is there is no indication when it will be paid. I have been on chat numerous times and requested to speak to management and have been told they are in meetings. I then asked which Gaming commision they hold their supposed licence with and was told this was confidential information. What more can I say really? This is a poor to say the least and I fear that my withdrawal will never be paid. Please help!

Resolved

$600

13 business days later my withdrawals of $10,000 & $9,600 have not been received yet

I made two withdrawals for $9600 and $10000 on the 29/05/19 and still have not received payment. I am afraid that my withdrawal will not arrive as it has exceeded withdrawal time frame by 3 days. Please help me resolve this matter. I have contacted payments and security and they have asked for bank statement from the 29.06

Resolved

$19,600

EmuCasino Complaint Stats