The player from Germany is experiencing difficulties withdrawing his winnings due to ongoing verification. Player’s complaint has been resolved successfully.
Emojino Casino - Player’s struggling to complete the account verification.
Amount: €240
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
3 years ago
Public
Public
3 years ago
Translation
I cannot upload any data. I tried once to deposit my driver's license, it was rejected. Since then, the system has not let me upload any data and refers to support. The support says there is a problem which I shouldn't be told, I should accept that. You contact me by email. There are no responses to my emails with support. I can't cash out what annoys me. In the meantime I have already gambled away 110 € because of this insolence!
Automatic translation:
Public
Public
3 years ago
Dear Alexander,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Have you been advised what specifically seems to be a problem in verifying your account?
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
Public
Public
3 years ago
Translation
Hi,
the case can be closed. I received my money. However, I have to say one thing, the case has changed rapidly. The amount in dispute was now 560 € and my KYC was accepted without data, which I cannot understand. I received an email from the casino that I have 48 hours to pay out my winnings because I am being banned. Why? No Answer.
Since I paid in via Paysafecard, I could not withdraw again. I was forced by the support again to make a minimum deposit via Trustly & Co. so that my bank accounts are deposited. Since trustly was the only bank that works with my bank, it worked. However, I had to borrow money and put it in my bank account, since trustly does not use the overdraft facility. After I had topped up the € 20 credit, it was in my player account in the evening. The money of 580 € has been paid out and my account is now blocked.
At first I was held up with the KYC and then put under such pressure with the 48h, in my eyes a bottomless cheek!
I didn't claim a bonus or break any rules.
Automatic translation:
Public
Public
3 years ago
As the issue has been resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Alexander, for your feedback 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
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