EmuCasino - Pelaajalla on tiliongelmia, mutta ei vastauksia.

I have deposited over $30,000 in the past week. I am a compulsive gambler and lost it all with no withdrawals. The casino claims to be licensed and authorized by the Government of Curacao and operates under license number - #365/JAZ. From the email I received from them ‘Through our internal operational protocol and infrastructure, we ensure that all of the high standards required within our licencing agreement are met. EmuCasino also makes sure we abide by the laws and regulations of the jurisdiction within which we do business’

#365/Jaz has does no longer exists therefore they are acting illegally.

they also claim ‘We're committed to detecting and reducing compulsive gambling problems.

Part of our framework to be pro-active about reducing this, includes monthly deposit limits for customers and analysis of gambling patterns’

this is not the case, I completely lost control over a 4 day period depositing and sometimes excessively making slot spins of $15-$75.

everytime I reached out to speak to a manager and voice my concerns they said that I have to qualify to be VIP and they would contact me. This never happened.

Dear bartonclb,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that not many casinos can actively monitor all their players to prevent them from spending too much money. And even if, it is always the players' responsibility to keep track of their spending and take further steps if necessary.

• Could you please advise if you have ever directly informed the casino about your gambling problem?
• Do you currently have access to your casino account?

Thank you very much in advance for your reply.

Best regards,

Kristina

Could you please advise if you have ever directly informed the casino about your gambling problem? I requested a manager reach out to me on multiple occasions but nobody did and I have several restrictions on my phone and devices to stop, but they don’t work for some reason.

Do you currently have access to your casino account? No a manager eventually reaches out and I requested to be self excluded

Thank you very much for your reply, bartonclb. Could you please clarify when exactly was your account closed? Please, forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

I’ve emailed you thx, there was also plenty of chat activity. Issues are they don’t seem to be licensed, I thought I was gambling at an authentic casino, they don’t monitor excessive gambling like they claim and after almost 5 days of trying to speak with a manger they failed to get back to me.

I have reviewed your email exchange with the casino. It appears that your initial requests were focused on receiving bonuses and being assigned a VIP manager. Later, you raised concerns about the casino not monitoring your gambling activity and accused them of negligence. Upon doing so, the casino promptly inquired if you were experiencing gambling-related issues and subsequently closed your account. Based on this, I do not see any unfair treatment or malpractice on their part.

Typically, for a case to be considered a failed self-exclusion, we require players to explicitly request self-exclusion due to gambling addiction. In your case, the casino proactively addressed your concern as soon as it was raised, which goes beyond the standard response of most casinos.

Unfortunately, while it would be ideal for casinos to proactively monitor all players and intervene when gambling appears excessive, this is not a standard industry practice. Given the circumstances, I do not see sufficient grounds to support a refund request.

At this point I can only recommend how to properly request self-exclusion in the future. When applying for the self-exclusion, state the reason (gambling addiction) why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day, hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.