The player from Switzerland is suggesting that his country should have been listed as restricted jurisdiction. We’ve rejected this complaint as unjustified.
EmuCasino - Player is suggesting that his country should have been listed between restricted ones.
Amount: €2,000
EmuCasino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.6
EmuCasino has a Safety Index of 8.6, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 years ago
Public
Public
4 years ago
Translation
Dear Casino Guru Team,
Despite the international rule that the casino group is no longer allowed to accept players from Switzerland, the casino has continued to accept deposits. All refund requests are smarter. I ask for your support.
Kind regards
Basel09
Automatic translation:
Public
Public
4 years ago
Dear Basel,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked terms and conditions, and this is what I found https://www.emucasino.com/en/info/terms-conditions/:
"Countries
The countries from which we accept business is indicated by the drop-down list available on the account opening forms and can be confirmed by contacting our Customer Support team.
We may amend or alter the list of countries from which we accept business. We advise that You should check the list regularly to ensure that You do not access the Service from a Restricted Country."
Could you please advise why do you believe that Switzerland should have been listed between restricted countries? Meanwhile, I have been assured by a live chat agent that they accept indeed players from your country.
If there’s any relevant communication, please forward it to petronela.k@casino.guru. Looking forward to hearing from you. I hope we will be able to help you to resolve this unpleasant situation as soon as possible.
Best regards,
Petronela
Public
Public
4 years ago
Translation
According to Swiss law, licenses from abroad are illegal and can be punished with high penalties. I informed Emu Casino about this several times and never received a response.
https://www.esbk.admin.ch/esbk/de/home.html
Here you will find the information you need to do this.
It is official that in 2019 the new gambling law was adopted and the foreign licenses are illegal.
I would ask you to help me with this case.
Thank you
Basel09
Automatic translation:
Public
Public
4 years ago
Dear Basel,
Unfortunately, we at Casino.Guru don’t deal with complaints related to licensing regulations and policies. I understand that you are concerned, but, unfortunately, we’re not in position to help you.
If there is anything else, I could do for you, do not hesitate to contact me, otherwise I will be forced to reject this complaint. Thank you for your understanding.
