Emojino Casino - Player’s account has been blocked.

they not accept people from romania. I am from romania but i am resident in netherlands. They have on terms and conditions citizens from romania are not allow to play but i was thinking ok i am from romania but i´m resident in netherlands should be no problem. There was a problem and they forfeit my winnings and say they only can give me back my last deposit. This is not fair! They should at least give me all the money i deposit in there. I am not asking for winnings but at least my money back!

Dear alexandru,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Would you be so kind and confirm you created an account and always played from the Netherlands, and you haven’t used a VPN (Virtual Private Network) to alter your location at any point?

Additionally, if there is any relevant communication between you and the casino, please, forward it to kristina.s@casino.guru (or alternatively post it here).

Thank you very much in advance for your reply.

Best regards,

Kristina

Yes i can confirm I play only from netherlands you are welcome to visit me and I can prove I am a resident in netherlands. I do not use anything like vpn I don't know how to do that. I had a coversation with the casino but I didn't save it... I ask them just to pay all money I deposit not win I had and they refuse. I will be happy with my lost if they will not let that happen to another players which want to open an account on their website. They can do that by asking players when they register country where they were born. And there is one more issue for all the casinos not just this one. Why a player have to provide documents only when he try to withdraw and not before he make his first deposit? Cause I am thinking if that happen my problem is not gonna be a problem right? If a casino do not let you play until they check your documents if there is something wrong like country of origin in my case they can stop you before you put some money you will never see back. Now do not understand me wrong I lost a lot of money on casinos I know you never gonna beat a casino but at least they can let me have a chance by not doing things like the one they just did to me. I think what they did to me was unfair and I can bet I am not the only player in this situation even if there is no more complains about them. I am doing that just because I am sick about this. Online casinos make a lot of money at least they can do it fair. Thank you!

Thank you very much Alexandru for your reply. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Alexandru!

I will take care of your complaint from now on. I would like to ask Emojino Casino's representatives to join this discussion in order to help us resolving this case.

Sounds good to me. I hope they will join us and they will do the right thing.

We would like to ask Emojino Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have negative impact on the casino's rating.

Dear Casino Guru team!

Alexandru, was registered on Emojino.com on 2021-05-11 confirming that he agreed with our Terms&Conditions which clearly states:

5. 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 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, Bahrain, Bangladesh, Belgium, Bhutan, Bonaire, Bulgaria, Brunei, Cambodia, Cayman Islands, Central African Republic, China, Cuba, Curacao, France, French Guiana, French Polynesia, French Southern Territories, 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").

7 As an Account holder You are responsible for providing Emojino with correct personal details and information. Consequently, You agree that all information that You give Us, such as but not limited to, address and email, during the term of validity of the Agreement, is complete and true, and that You will immediately notify Emojino should there be changes to such information. Should Emojino become aware that You have failed to provide to Us correct information, We retain the right to block and/or close Your Account immediately.

17 You shall not access Games that are not available within Your region (place of residence or citizenship). Additionally, You shall not mask your IP address by using a VPN, proxy or otherwise when navigating on our Website.

4. You agree that all information that you give us, such as but not limited to, valid identification, date of birth, address, email and a clear passport/ID card photograph, during the term of validity of this agreement is complete, true, correct and that you will immediately notify Emojino of changes of such information or change such details by yourself on the Website. You are hereby notified that We carry out verification procedures and that Your Account may be immediately blocked for access or closed if We suspect that You have supplied Us with false or misleading information.

5. You are required to update and keep up to date the mandatory information provided in the registration form in the event such information changes.

6. Emojino will make all reasonable efforts to prevent Players from restricted countries mentioned at Section 2 of this Terms & Conditions to reach the games.

1.If you breach any provision of these Terms and Conditions or we have a reasonable ground to suspect that you have breached them, we reserve the right to not open, to suspend, or to close your Account.

2.You acknowledge that Emojino shall be the final decision-maker of whether you have violated Emojino’s rules, Terms and Conditions in a manner that results in suspension or permanent barring from participation in our site(s).

That’s why, after the player passed KYC, with a Romanian passport (Which is a restricted country ), the decision was made, that the winnings will be deducted, and the last deposit( from which he had won) will be returned.

The last deposit was 100 EUR, which has been returned to the player's balance, and he successfully withdrew it.

Well I think is not good enough to put in 1000 pages of terms and conditions one paragraph where you say citizen from a country. I think if you have something like that on your terms and condition you should ask players when they register on your website country when they are born or if not then do not let they deposit before they provide verification documens. I ask only to return my all deposit I made which is 300 but you say you can give me only my last deposit. How is that fair? I think you can win money doing the right thing no just still from people. We all know you cannot beat a casino but at least I would like to have some fun. But with a casino like that never gonna happen. And if you really want to be a fair casino you will use my suggestion and ask people when they register country where they were born. Thank you!

Dear representatives of Emojino Casino,

I would like to point out a few facts here:

In the registration form, it is not clearly stated, what type of country this field is meant to be - country of residence or citizenship.

According to my observation, there is also no choice available to make, because there is automatically pre-selected country based on IP address, which the website is accessed from. Assuming that the player is living in Netherlands, that means he was physically located in this country and used Netherlands IP address, therefore the choice of this field was already pre-selected when he made the registration.

We strongly believe that the player made the registration in a good faith, considering himself as a resident of Netherlands, because as he stated above, he is residing in this country.

Another thing I would like to point out is, that prohibiting players from casino services based on citizenship is not very common practice and it also does not make sense at all. When person is located in one specific country, according to any international laws, he is bound by the laws and legislation of that country he is residing in. Therefore this makes this rule very uncommon and weird.

We respect the casino's decision to restrict the use of it's services to whom they'd like to, however it would be very important to prevent the players from undesired countries right at the point of registration by extending the fields of "country of citizenship". This way the casino would prevent such situations as these from happening.

First of all i would like to thank casino guru team in special Kristina and Martin for everything they did to help me no matter how this is gonna end. I think if emojino casino is a decent casino they will change website register and they will send my deposit back and if there are some others people in same situation like mine they will do same with them also... I think i m not the only one who had an issue like that i think there are some others people in my situation even if there are no complains about that. I know that when you play for a decent casino it doesnt matter where you born it matters where you live in.

Dear Player and Dear Casino Guru Team. Thank you for your comments.

According to our terms and conditions - players, who provided documents from restricted countries violate regulations of the license.

In accordance with Terms and Conditions (Section: Your Obligations, clause 5) You should not use the services of Emojino if You are a resident or citizen in one of the following countries and/or territories: Romania. As far as you are a citizen of Romania we shall not provide services to you.

These are the rules of the casino and using the documents of a restricted country is against our terms. You may find more details on our website as per the earlier reply we provided.

https://emojino.com/terms-of-use

Martin, as for your comment regarding the country and a screenshot you provided. You are right, there is an automatically pre-selected country based on IP address, which the website is accessed from. However, we cannot be sure that a user doesn’t use any VPN software to mask the IP and place of registration. By registering, users, therefore, accept the terms and conditions of our casino. To the user`s understanding - ignorance of the terms is no excuse for violating the rules.

Thank you for your time and patience.

Dear Emojino Casino's representatives,

We strongly believe that the player should have been refunded with the all deposits made at Emojino. Since he was in a situation where he simply could not win, because he is a citizen of a country which is not accepted and you do not take the place of his residence into consideration. Also he was not able to provide you with the information of his citizenship at the point of registration, which led him to believe, he is safe to play at your casino. Therefore, the solution of refunding him with at least all the deposits made to your casino is fair in our honest opinion.

I would like to kindly suggest to make the necessary changes in your registration form to further prevent situations like this.

Looking forward for your reply.

Hello Dear Casino Guru representative,

Thank you for your feedback. There is nothing we can change. We follow the terms and conditions of our website. Before registering, players have to read T&C. We have a list for specific countries, which are not allowed and we have to follow the terms described on the website. There is no subject to a refund of the full amount deposited by a player.

Regarding the IP, we have conducted a deeper investigation regarding the sign-up form on our website. There is a dropdown, which allows a player to select a country when creating an account. It appears, there is no pre-selected country based on the IP address. You can try creating an account and check it out. However, when entering a chat, we will see the IP for the specific country, the chat from the user came from. We apologize if we could have misled anyone.

Please please watch the video we sent you directly, which illustrates the process of signing-up with the dropdown menu available.

Terms and conditions are the rules of the casino, which cannot be changed. Thank you for your time, reading this reply.

What emojino casino do not understand is cause I am a citizen of netherlands even if I am not born here. I live in netherlands I have a job here I pay taxes here so I should be threat like a Dutch person not like a Roumanian. I open my emojino casino account in netherlands and I play in netherlands. So I think I didnt break any terms and conditions they have. Do not forget I ask only for my deposits back not my winnings. I think they just took my money for nothing and they don't want to give them back even if they should. Casinos like this should not be on the market.

Dear representatives of Emojino Casino,

Please, let me summarize our conclusion for this case one last time.

Firstly, I would like to mention once again, restricting players based on their citizenship is rather unusual and the "country" field in the registration form of your casino should be better specified, whether that should counts as country of residence or country of citizenship. Since the player is a resident of Netherlands and also he was approaching from Netherland's IP, it seems he was led to believe he is safe to play here.

Secondly, since you do not accept players from various countries based on residence and citizenship as well, you should not accept any of the deposits that these players have made, which means that at least all the deposits should be returned to the player. We strongly believe that the player did register and deposit in good faith. Voiding winnings and not returning lost deposits is not fair at all in our point of view, because it means a 0% chance to score any win.

Lastly, we would like to ask you to consider our opinion and it would be greatly appreciated if you'd return the players deposits. If you decide otherwise, we will have no option than to close this complaint as 'unresolved' which will have a negative impact on your rating.

Hello Dear Player and Dear Casino Guru Representative,

Thank you for your messages. We have already mentioned, we have our policy, which we follow. Please see the link:

https://emojino.com/terms-of-use

We do not accept documents from restricted countries. And we cannot refund deposits, which have already been played down. Since the last deposit was not played down to zero, we have a possibility to return it.

Withdrawals section

10. Kindly be aware that our products are consumed instantly during gameplay. Thus, we cannot provide refunds, returns of goods, or cancellation of your service when playing. If you play a game with real money, the money will be drawn from your Player account instantly.

By registering on owe website, user should read terms and conditions, where it is clearly stated, that we do not accept players from restricted countries.

Quoting our terms and conditions:

"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."

We strongly suggest to pay attention to the terms of our website before registering so that such situations do not happen again. There is nothing we can do in this case.

I hope Emojino casino representant see they terms and conditions are discriminatory in my case at least. If they will send my deposits back this will end here. Otherwise I will move forward. I will not let it go and let them escape that easy.

Ok my last deposit was a win as well. Why don't you pay my winnings as well? I think is same situation. If you cannot pay my deposits I already consumed then why don't you pay my win? And by the way I can provide a Dutch Id as well if thats the problem. I change my drive licence into a dutch one.

Dear All!

Our website does not tolerate any rules violations. So we would like to inform you, that the request has been declined.

The decision that was made is final, and cannot be discussed.

Our users should follow the policies they have accepted while registering. Even when the user has some doubts about our T&C, he always may come to our LiveChat support(which works 24/7) and check it with them right there.

We are really sorry that this situation has happened, but we cannot break the policies we have.

So as stated above, the refund request is declined.

Dear CasinoGuru Team, please close the complaint. Thank you all for your time!

Well I would like to say again to casino.guru thank you for being there and try to help me. I also want to say thank you to emojino casino for taking part of the chat. Good luck to everyone!

As the casino's decision seems to be final, we will have no other choice than close this complaint as unresolved with the classification 'against fair gambling codex'. Our position in this case is clear, I would like to refer to our Fair Gambling Codex's section about restricted countries: https://casino.guru/fair-gambling-codex-for-casinos#restricted-countries