EmuCasino - Player’s withdrawal is delayed.

Hello I have been verified and now casino wait long time to pay me I not sure what to do account full verified.

Dear papasww,

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

Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals from the casino in the past?
• Have you accumulated your winnings with the help of a bonus?
• When was the last time you were in contact with casino support and what did you discuss?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

No, no i won with real money, today

Please hold while I check that for you.

Chris 03:21 PM

Thanks for waiting. Our Compliance & Verification Team are looking into this. Once they have an update, they will drop you an email.

Hello,

In regards to your withdrawal pending, as part of our due diligence, we need to fully verify your account and we have identified discrepancies in the document you provided in your POA.

Our payments team has emailed you to provide additional information.

At this point the payments team has rejected your POA document until further clarification is given.

Furthermore, we have also identified other players from the same region who have had the same issues with the same POA type provided which we are following up as well.

We can confirm that once these clarifications are given, we have no issue in processing your withdrawal.

Best Regards,

EmuCasino Team

Thanks to both parties for your reply.

Dear papasww,

• Could you please explain which proof of address document have you submitted to the casino?
• Is your address on the document identical to the address filled in your player profile?

Dear papasww,

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

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.