Emojino Casino - Il giocatore sta lottando per completare la verifica dell'account.

I cannot upload any data. I tried once to deposit my driver's license, it was rejected. Since then, the system has not let me upload any data and refers to support. The support says there is a problem which I shouldn't be told, I should accept that. You contact me by email. There are no responses to my emails with support. I can't cash out what annoys me. In the meantime I have already gambled away 110 € because of this insolence!

Ich kann keine Daten hochladen. Ich habe einmalig versucht mein Führerschein zu hinterlegen, der wurde abgelehnt. Seitdem lässt mich das System keine Daten hochladen und verweist auf den Support. Der Support meint es gibt ein Problem welches mir man nicht sagen darf, ich soll das akzeptieren. Man meldet sich bei mir per Mail. Auf Nachfrage meiner Mails mit dem Support gibt es keine Reaktionen. Ich kann nicht auszahlen was mich ärgert. Mittlerweile habe ich bereits 110€ verspielt wegen diesen Unverschämtheit!

Dear Alexander,

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

Have you been advised what specifically seems to be a problem in verifying your account?

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

Best regards,

Petronela

Hi,

the case can be closed. I received my money. However, I have to say one thing, the case has changed rapidly. The amount in dispute was now 560 € and my KYC was accepted without data, which I cannot understand. I received an email from the casino that I have 48 hours to pay out my winnings because I am being banned. Why? No Answer.

Since I paid in via Paysafecard, I could not withdraw again. I was forced by the support again to make a minimum deposit via Trustly & Co. so that my bank accounts are deposited. Since trustly was the only bank that works with my bank, it worked. However, I had to borrow money and put it in my bank account, since trustly does not use the overdraft facility. After I had topped up the € 20 credit, it was in my player account in the evening. The money of 580 € has been paid out and my account is now blocked.

At first I was held up with the KYC and then put under such pressure with the 48h, in my eyes a bottomless cheek!

I didn't claim a bonus or break any rules.

Hallo,

der Fall kann geschlossen werden. Ich habe mein Geld erhalten. Jedoch muss ich eins mitteilen, der Fall hat sich rasant geändert. Der Streitwert lag mittlerweile bei 560€ und mein KYC wurde ohne Daten akzeptiert was ich nicht verstehen kann. Ich erhielt eine Mail vom Casino das ich 48h Stunden Zeit habe meinen Gewinn auszuzahlen da ich gesperrt werde. Warum? Keine Antwort.

Da ich über Paysafecard eingezahlt habe, konnte ich nicht wieder auszahlen. Ich wurde vom Support gezwungen nochmal über Trustly & Co. eine mind. Einzahlung zu tätigen damit meine Bankkonten hinterlegt sind. Da trustly die einzige Bank war die mit meiner Bank zusammenarbeitet hat es geklappt. Jedoch musste ich mir Geld leihen und es auf mein Bankkonto legen, da trustly nicht ins Dispo greift. Nachdem ich 20€ Guthaben aufgeladen hatte, war es abends dann auf meinen Spielerkonto. Das Geld von 580€ wurde ausgezahlt und mein Konto ist nun gesperrt.

Man hat mich erst hingehalten mit den KYC und dann so unter Druck gesetzt mit den 48h, in meinen Augen eine bodenlose Frechheit!

Ich habe weder Bonus in Anspruch genommen oder Regeln gebrochen.

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

Best regards,

Petronela

Casino.Guru