The player from Quebec had been unable to request a withdrawal from EmuCasino due to an issue with the availability of withdrawal methods, despite having a verified account. The player's winnings had been accumulated using a bonus and were returned to their account instead of being withdrawn. After unsuccessful attempts to contact the casino, the player had sought assistance from our team. We had facilitated communication between the player and the casino, resulting in the casino confirming that the player should have been able to withdraw their funds. However, the player was still unable to see any available withdrawal methods. Upon the player's suggestion, the casino agreed to manually initiate the withdrawal to the player's Bitcoin address, a method used in previous successful withdrawals. The player confirmed the receipt of their funds, and the issue was resolved.
EmuCasino - Player experiencing withdrawal method issue.
Amount: €2,500
EmuCasino
Safety Index:HighCase closed
RESOLVED
Case summary
My problem is that I am not able to request a withdrawal from this casino. I am verified from the past, I have all ready requested withdrawals from here that have been paid, but at the moment there is no valid withdrawal method available to me. Actually, let me rephrase that, there is no option at all for me to request a withdrawal with. I would like to speak with the casino and ask them to give me an option to withdraw my money.
Please refer to the screenshot
Hello SoPhiya90,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with EmuCasino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
My account has been verified for over a year now. I haven't played because the balance I have now was a withdrawal that was pending and I wanted to get it paid. The withdrawal was eventually returned to my account and now I am not able to withdraw.
I won using a bonus. I have not been able to get anyone on chat on multiple attempts, the last time I spoke to the casino was in 2023. This is the main reason I was hoping to get some help from here. I think there is just a misunderstanding.
Thank you SoPhiya90 for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hello there,
Thank you SoPhiya90 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask EmuCasino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.
Thank you!
Hello Dear Player,
We are sorry that you can had such an experience with our casino on your withdrawals.
Rest assured we will be looking into it right away and respond.
Best Regards,
EmuCasino
Hello,
We can confirm that you should have no problem placing a withdrawal in your account.
Best Regards,
EmuCasino
Thank you very much for the update Emu Casino representative.
Dear SoPhiya90, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
I just logged in to request a withdrawal and there are still no available withdrawal methods for me.
hello again, i am still unable to request a withdrawal.
I do however have multiple withdrawals with you in the past and if I remember correctly the casino would save the withdrawal address to the withdrawal page and it would send the money there each time i requested a withdrawal.
My last successful withdrawal was on Jan 19th 2023 and it was withdrawn to my Bitcoin address
Do you think it would be possible for you to initiate the withdrawal seeing as I do not have the option and pay me to this address again please? I would like to resolve this case and move forward
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’ which may negatively affect its rating.
Thank you very much for the update.
Dear SoPhiya90, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
Hello,
We have processed the withdrawal in the above mentioned Crypto address.
You should be receiving the funds in your wallet within an hour or so.
Best Regards,
EmuCasino Team
Dear SoPhiya90,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Peter
