EmuCasino - The player's unable to retrieve his balance.

Hello,

My account with Emu Casino was closed on January 19th 2023 with a balance of 998.20 Euros due to changes being made to the structure of the casino regarding Canadian accounts holding Euro currency. On January 20th I was asked to contact support regarding my balance and was advised to withdraw the final amount. I did exactly that and the withdrawal was not completed. I followed up with contacting chat and Email support and was advised to remain patient. Since then the Casino has not paid me and has stopped responding to my communications. My last communication was sent by Email on February 15th 2023. Please help me settle this matter with them.

Hello JGRIGS1985,

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 if your account is already verified and if yes, since when exactly? Was your balance real balance or you had any bonus balance as well? When was the last time the casino responded to you and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello,

Yes, my account is verified for over 2 years. I don't remember the exact date but it was in 2021. There was no bonus requirement remaining on my balance. I had already withdrawn 2500 from that balance as that was their weekly withdrawal limit. The remaining balance is the amount I am disputing. As for communications, I get no responses at all other than automatic responses acknowledging my email and opening a ticket , but no replies from support. Also, before the deadline of being locked out of my account , I would try to contact chat support but my queries were also redirected to automatic email responses.

Thank you JGRIGS1985 for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear JGRIGS1985,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite an EmuCasino representative to join this conversation and participate in the resolution of this complaint.

Dear EmuCasino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Dear JGRIGS1985,

Apologies for the delay in withdrawal as your account was under review. Please be assured that we have already processed and approved your withdrawal.

Thanks

Dear JGRIGS1985,

Could you please let me know once you receive the payment?

I am looking forward to your response.

Kind regards,

Stefan

The payment has been received, Thank you for your help.

Dear JGRIGS1985,

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,

Stefan