The player from Germany has registered an account despite her country was listed between restricted ones. Player’s complaint has been resolved successfully.
Emojino Casino - Player has succeeded in opening an account from a restricted country.
Amount: €190
Emojino Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello, actually I only have one question, whether I have any chance of getting my money. I registered at Emojino Casino in July 2021 and made 3 deposits. Nothing gained in the process. Then I made 2 deposits in September and won € 190. I wanted to cash out, but only works if you do the KYC procedure. Unfortunately, this is not possible because Germany is not on the list. then I wrote to the support, and they told me that Germany is blocked. Now my question, why can I make a deposit there at all, it works perfectly. In other casinos I cannot register at all, then a message for German players is not allowed. Why is that possible there without further ado? I think that's bold. I also don't know since when Germany has been blocked there, as I read from a complaint here, Germany was not yet in the list of blocked countries under the terms of use in May 2021.
Now I've asked support what happens to my credit? He replied that I can cash out. Then I asked how I should do that, I don't get paid because I can't do this KYC procedure. Since then there has been silence and I have not received any more answers.
Automatic translation:
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2 years ago
Dear Bettina,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found https://emojino.com/terms-of-use:
"You are aware that the right to access and use the Website and any products there offered, may be considered illegal in certain countries. Emojino is not able to verify the legality of service in each and every jurisdiction, consequently, You are responsible for determining whether Your accessing and using Our Website is compliant with the applicable laws in Your country and You warrant to Us that gambling is not illegal in the territory where You reside or citizen of which you are. You should not use the services of Emojino if You are a resident or/and citizen in one of the following countries and/or territories: the USA, Puerto Rico, the United States Virgin Islands, American Samoa, Guam, Marshall Islands, Northern Mariana Islands, and United States Minor Outlying Islands, Afghanistan, Algeria, Australia, Republic of Austria, Bahrain, Bangladesh, Belgium, Bhutan, Bonaire, Bulgaria, Brunei, Cambodia, Cayman Islands, Central African Republic, China, Cuba, Curacao, France, French Guiana, French Polynesia, French Southern Territories, Federal Republic of Germany, Futuna Islands, Gibraltar, Hong Kong, Indonesia, Iran, Israel, Iraq, Jordan, Kuwait, Lebanon, Libya, Macau, Malaysia, Morocco, Niger, Nigeria, North Korea, Oman, Pakistan, Philippines, Qatar, Romania, Russia, Reunion, Saba, St Eustatius, St Martin, Saint Pierre and Miquelon, Saint-Barthelemy and Wallis, Saudi Arabia, Singapore, Slovakia, Spain, Sudan, Syria, Taiwan, Tanzania, Togo, Tunisia, Turkey, Ukraine, UAE, UK ("prohibited countries")."
Since the casino operates under the "Deposit and Play" system, and the website is not blocked for the players from Germany, could you please advise if you have completed the KYC verification in the past?
How much were your cumulative deposits since an additional verification should be carried out if this amount equals to or exceeding the equivalent of €2,000?
"The payment managers employed by Emojino will carry out additional verification procedures for any cumulative deposits equals to or exceeding equivalent of €2,000. The value of cumulative deposits will be calculated on a daily basis, taking into account all deposits effected by you since the establishment of the business relationship with Emojino."
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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2 years ago
Translation
Hello Petronela, thanks for the reply.
My deposits were well below € 2000.
I only noticed that Germany is now blocked when I wanted to make a payout.
I have not been able to complete the KYC so far, but I am in contact with the support, first I should send documents by email, then I should complete the KYC procedure on the website, but it does not work because error messages keep coming up. Now I am waiting again for an answer, which always takes forever.
It just upsets me that you can deposit without any problems, even though Germany is blocked. Why can you then register and deposit without being notified or blocked? In my opinion, this is also a fraud. In other casinos there is also a message when Germany is no longer available.
I am now waiting for the answer from the support again and keep you up to date.
Yours sincerely To greet
Bettina
Automatic translation:
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2 years ago
I fully understand your frustration, Bettina. I will set the timer for additional 4 days and if there’s no development by Thursday, we will intervene.
Please keep me informed regarding any new developments. Thank you very much in advance.
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2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Bettina, for your cooperation and confirmation, and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
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