Emojino Casino - Player's withdrawal has been processed incorrectly.

Hello

Everything was good in this casino, untill i made withdrawal of 2000eur on my muchbetter account, but insted aending tha money on my account that i am depositing now, they have sent them to my old account that dont exist anymore and it is closed.

Now i am waiting 6 days just for respond amd for reference number of payment. The financial team dont want to answer and do noting to get my money back.

J ckntact muchbetter support and they told me that thia problem is simple and the mo ey are back to them imidiatly.

I am sending screenshots to see what i am talking about.

Please help me

Thanks in advance.

Dear Jony1989,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals with your new Muchbetter account? When exactly did you make your last withdrawal with the old Muchbetter account? Have you informed the casino about this fact before you requested the withdrawal?

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hello dear,

I have made my last withdrawal with old much better account months ago.

They were informed and they chance my muchbetter nuber there so i can deposite with my new muchbetter acvount.

But in withdrawing section they havent delited my old number so i mede mistake and send them there.

I have withdrawn many times via much better.

But the problem is simple, i contact much better support team , they said that money are back to them in a minuts becouse that account dosesent exist.

It is very simple, i am asking for reference numbers of my withdrawals, the financial team is not answering to me days and days. Just ignor, and ignore.

Hello i just get e mail from emojino that much better are contacted. But thats not true ( in attach i send you e mail from much better)

And they still refuse to give me reverence number of withdrawal. Can ypu please help me?

Thank you very much Jony1989 for your reply. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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, Jony1989,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Emojino Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Emojino Casino Team,

Could you please clarify the situation in more detail? Has the payment been already credited back to the casino's account? Can you share the payment reference number with the player? When can the player expect the payment available in his casino account balance?

Thank you in advance for providing the information.

We would like to ask the 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’.

Hello Branislav, 

Let us shed some light on the situation. 

Indeed, we had trouble with Muchbetter Wallet in our Casino, and from the moment this bug was discovered, we were doing our best to fix it, as it requires more development capacity than we expected. The bug appeared because of changing the Muchbetter Wallet number and hurt the withdrawal process, that's why the player's money got stuck, and we refunded it to his casino account on 18 Jul at 08:46. 

However, this issue is still fixing by our development team, and we have no exact data on how quickly it will be fixed. We apologize for this inconvenience from our side, and we understand it can be a bit annoying to wait for the solution. Once the problem is resolved, we will send an email with the news to everyone. 

_________________

Dear Jony1989, 

As we mentioned above, the money was returned to your casino account on 18 Jul at 08:46. Please check out this information in the Assets tab. The trouble with cashing out is still fixing by our team, and we apologize for this. Please, contact your VIP manager, whether you can get a modest compensation for the inconveniences from our side. 

After your unsuccessful cashout, you have continued depositing money to your account and betting on them, including for the refunded amount. Thus, all the money was spent. We are not able to return it to you now. You had the freedom to choose an option to keep the money on your account or try another way of cash out, but you did not. 

We appreciate you are playing with Emojino Casino and trying to do everything for your comfort and pleasant gambling. 

Thank you, Emojino Team, for your reply and explanation. Now it is clearer.

Jony1989, can you please check your casino account transaction history and confirm that these refunded funds were spent in the casino?

Dear Jony1989,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or do not require any further assistance, we will reject it.

Unfortunately, we are forced to close this case as "rejected" because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you very much, Emojino Casino Team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru