HomeComplaintsEmojino Casino - The player's bonus got canceled.

Emojino Casino - The player's bonus got canceled.

Amount: €75

Emojino Casino
Safety Index:Below average
Submitted: 17 Sep 2021 | Resolved : 24 Sep 2021
Resolved Our verdict

Case closed

RESOLVED

Case summary

3 years ago

The player's bonus got cancelled without further explanation. The casino later clarified that the issue was caused by their internal system flagging the player due to claiming bonuses too often. The casino fixed the issue and let the player claim the bonus again. The player accepted this solution. The complaint was closed as 'resolved'.

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3 years ago

I made a deposit of 50 euro and get a bonus of 150% on it, played a while till my balance was 75,70 euro, than was 75 euro bonus money gone. Live support told me that the casino removed my bonus for security reasons but they have no specific information and cant forward my problem to onyone. I will be happy to know why they removed my bonus and get myyl money back.

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3 years ago

Hello yetiindom,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Emojino Casino. Please allow me to ask you a few more question before we would try to contact the casino to clarify it as much as possible.

Is your account still active in the casino, are you able to login into it? Did they void all your balance and refunded the deposit or just voided all balance. Please note that I've checked the casino's terms and conditions and I've found that Germany is restriced in the casino and you should not be able to play there at all. Could you register without any issues? Are you verified there? If you have any proof or communication between you and the casino, please send it to nikolas.b@casino.guru.

Looking forward to your answer and I hope we will be able to help you out in your case.

Regards,

Nick

Casino.guru

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3 years ago

Hello, thank you very much for Your reply. Yes my account is still active and i can log in. They voided my bonus balance, because the real money was already gone. They didnt refund the deposit. I didnt get any information that germany is restricted country, i have a account there since about 1 jear. I get per mail that bonus offer, made deposit and received the bonus of 150% without any problem. Im not fully verified, i didnt complete the KYC, i do it always for the first time, when i win and made a witdrawal. I have no proof of comunication, i was writing with them only on live chat. They could not give me any reason why my bonus was removed.

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3 years ago

Thank you yetiindom for providig additional information regarding your case. I'll now forward your complaint to my collegue Andrej who will be assisting you from now on.

Wish you best luck.

Regards,

Nick

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3 years ago

Dear yetiindom,

I’m sorry to hear about your problem. I’ll contact the casino and see if I can help.

 

I would like to invite Emojino Casino to join this discussion.

Dear Emojino Casino,

Could you please state the specific reason why yetiindom’s bonus was removed?

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3 years ago

Dear Casino Guru and yetiindom!


We are really sorry for inconvenience that happened.

As Sebastian used bonuses too often, the system has dedicated him to a specific group.

That’s why the bonus has been failed.

For now Pragmatic Live Bonus is active, and the player may use it anytime.

If any questions appear - feel free to contact our LiveChat, and our support will help you anytime!

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3 years ago

Thank you, Emojino Casino team, for clarifying.

 

Dear yetiindom,

Could you please let us know if this solution is satisfactory and if we can consider the issue to be resolved?

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3 years ago

Dear Andrej and casino emojino, i am happy with the solution and i can confirm that i received the bonus money on my account. Case can be closed from my side. Have all a nice day.

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3 years ago

Thank you, yetiindom, for confirming and for using the Casino Guru complaint resolution center. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru

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