Emojino Casino - Player’s struggling to access her account.

I started the casino with 70 euros on play and pay. The money came in but I could never lie down and play. Have sent a lot of emails where they try to solve the problem but it takes time. Now I want them to put money back and shut me down completely from the casino. But it's a problem and just a hassle

Dear Pernilla,

Thank you very much for submitting your complaint. I’m sorry to hear about your complaint. Could you please advise if there’s any notification or message when you try to log in? What exactly it says, when you try to enter your Username and Password?

Have you received any registration email from the casino? Could you please forward the payment receipt to petronela.k@casino.guru?

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

Additional comments from the player:

"They have found the error. Apparently there is a registration limit that is haunting. But they say that they are solving it even though I wrote that they should close my account and send the money back to the same account they withdrew money from. I also said that I was a gambling addict because they would go faster but nothing happens. According to them I should just be patient "

Thank you very much, Pernilla, for your reply. Could you please advise if you have been asked to provide any personal documents to verify your account and identity before a refund could be processed? Is your account accessible at this time?

Account not available. Have verified my email address and receipt for payment

I understand that your account is not accessible anymore, is that correct? Could you please advise if you have been asked to provide any personal documents to complete account verification before a refund could be processed? Thank you very much in advance.

Hello Dear Player and Dear Casino Guru Team.

Thank you for your question.

We have found an issue with registering for blocked players via Responsible gaming and we are working on fixing it.

In this case, player deposited money and we started the process of refunding the deposit. Pernilla should receive the deposit back soon.

We apologize for this inconvenience. Pernilla, you helped us find a vulnerability in the signup process. We appreciate your help.

Thank you very much, Emojino Casino team, for your assistance. Is there anything else needed from the player?

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’.

It's solved. Close the case

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Pernilla, for your cooperation and confirmation, and please don’t hesitate to contact us if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru