The player from Germany, who was already KYC verified and had made previous withdrawals, requested a payout on July 25th, 2024. Emirbet then requested verification of a new virtual credit card that the player had used, requiring details such as the credit card number and expiration date. The player received the money after providing the necessary verification details. The complaint was marked as resolved by us.
EmirBet Casino - Player faces withdrawal delay due to virtual card verification.
Amount: €746
EmirBet Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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1 month ago
Translation
Dear Casino Guru Team,
I made a withdrawal on July 25th, 2024. I am already KYC verified at this casino and have received withdrawals in the past. I have just deposited a few times using a new credit card because I recently got one.
I made a deposit from my bank account, which Emirbet is also familiar with, as it is the account I've always used for deposits and withdrawals. I won some money and requested a payout.
Now Emirbet wants me to verify the new credit card for security reasons, even though it has nothing to do with this withdrawal?
This credit card they want to verify is a virtual one, and I don't have a physical version of it. Emirbet wants me to photograph all card details except the security code and send them these details. The required details are the credit card number, the last 4 digits, my name, the expiration date, and the bank’s name.
However, the card only shows three out of these four points due to its design. It does not display my name, and unfortunately, I don't have any other document that shows all four points.
I have sent all the information I have to Emirbet. The live chat representative mentioned that it should be sufficient.
But I have not heard anything since yesterday, and I am worried that I might not be able to access my money now.
Please help me in this matter.
Thanks,
Best regards,
Aslan1912
Automatic translation:
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1 month ago
Dear Aslan1912,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with EmirBet Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Can your virtual card be found in your bank application?
- Would it be possible for you to make a video of you accessing your bank application and show the account belongs to you along with the virtual card?
- I recommend suggesting this to casino support or sending the video to casino support.
Please let me know if the solution would work for you. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 month ago
Dear Aslan1912,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
