EmuCasino - Player’s struggling to withdraw his winnings.

Very poor experience with this casino I have done everything they’ve asked I have had big money from one life roulette not on there and no matter what are you do you want me to withdraw I have tried to impose limits on myself they do not except it or they do not trigger and I have had no less than 28 communications with them back-and-forth and although I have provided all of the required documentation they still will not allow me to withdraw my money I consider this fraud and or theft I would like to report this to my local police department as this is nothing but ridiculous I have contacted life support I have written email after email feel free and I will provide chain of emails to you I highly advise no one to deal with this casino as none of these stringent measures were put into place when I deposited my money and it was instant yeah it has now been five days and I am still unable to withdraw my money this is the most unfair situation I’ve ever been a part of and I intend to continue advising all of the public of the horrible situation that I have encountered

let me implore anybody who is contemplating using this casino to save yourself time money aggravation harassment and unfair business practises do not go through this casino there are many others available this is the bottom of the barrel

Dear Eric,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal 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.

Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, without verifying your account, you won’t be entitled to any withdrawals. However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Eric,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I had finally got paid but with much difficulties furthermore I had ask and submitted a loss limit reply to my account there because they would never allow me to withdraw I said the last number 175 and I was allowed to lose over $750 actually 500 but in essence 750 and only was able to take out $100 total I have asked the casino about this multiple times they have not gotten back to me with anything substantial on why their systems do not work as well as requested thank you for your assistance Petronella I hope something can be done regarding the $175 loss limit not being implemented as was requested

Thank you very much, Eric, for the update. I'm pleased to hear you have received your winnings finally. I have checked the Loss Limits section on the website, and this is what I found https://www.emucasino.com/en/help/responsible-gambling/financial-limits/:

"Loss Limits

Loss Limits allow players to control the amount they have lost on EmuCasino games. After setting a loss limit, players will be notified after they have reached their loss limit and are not allowed to make any additional real money bets until they reach their loss limit interval.

To set a loss limit:

Enter the limit amount (the maximum amount a player is willing to loose within the interval)

Then choose the loss interval (choosing a total loss amount limit interval – per game session, daily, weekly monthly or yearly maximum deposit amount)

Click on ‘Update Limits’

Once this has been processed, the limit will be effective immediately

Players can view their loss limit history and any current limits that they have set up.

Players can also reset their limits by clicking on ‘Reset All Limits’ which will only come into effect after 7 days.

Please note: Only the losses on the deposited amounts count towards your loss limit amount. Any win amounts lost DO NOT contribute to your loss limits. For example, if you deposit €30 and win €10, then finally you lose the €10, these are not counted on your loss limits. However, any losses below your €30 deposit will contribute on counting towards your loss limit."

The loss limits are counted from your deposited funds, not from your winnings. For example, if I deposited $50, set the loss limit at $10, and win $1,000, my loss limit will be counted from 50+1000. So instead of $10 I still can lose $1,010. I hope my explanation was sufficient.

Please let me know if there’s anything else we could help you with. Looking forward to hearing from you. 

WOW Surely you agree that this is craziness and not a proper system thank you for clarifying as you have managed to make me understand but we would all agree that this is meaningless right it’s like for nothing

ty again fir all

I agree, Eric, that there are better Responsible Gambling tools than Loss Limits https://www.emucasino.com/en/help/responsible-gambling/financial-limits/.

However, since you have received your withdrawal, do I have your permission to close this complaint as "resolved" or there is anything else we could try to help you with? Thank you in advance for your reply.

Yes u can close file

I appreciate your insight being there as the only advocate on behalf of players it keeps the sites somewhat honest thank you again for your assistance

As the issue has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Eric, for your confirmation and kind words, and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru