Emojino Casino - Spelaren kämpar för att komma åt hennes konto.

I started the casino with 70 euros on play and pay. The money came in but I could never lie down and play. Have sent a lot of emails where they try to solve the problem but it takes time. Now I want them to put money back and shut me down completely from the casino. But it's a problem and just a hassle

Jag startade upp casinot med 70 euro på play and pay. Pengarna kom in men jag kunde aldrig ligga in och spela. Har skickat massa mail där de försöker lösa problemet men det tar tid. Nu vill jag att de sätter tillbaka pengar och stänger av mig helt från casinot. Men det är problem och bara krånglar

Dear Pernilla,

Thank you very much for submitting your complaint. I’m sorry to hear about your complaint. Could you please advise if there’s any notification or message when you try to log in? What exactly it says, when you try to enter your Username and Password?

Have you received any registration email from the casino? Could you please forward the payment receipt to petronela.k@casino.guru?

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

Additional comments from the player:

"They have found the error. Apparently there is a registration limit that is haunting. But they say that they are solving it even though I wrote that they should close my account and send the money back to the same account they withdrew money from. I also said that I was a gambling addict because they would go faster but nothing happens. According to them I should just be patient "

Additional comments from the player:

"Dom har hittat felet. Tydligen är det någon regestrerings limit som spökar. Men dom säger att dom håller på att lösa det trots att jag skrivit att de skall avsluta mitt konto och skicka tillbaka pengarna på samma konto dom drog pengar ifrån. Jag sa även att jag va spelmissbrukare för att de skulle gå fortare men inget händer. Enligt dom skall jag bara ha tålamod"

Thank you very much, Pernilla, for your reply. Could you please advise if you have been asked to provide any personal documents to verify your account and identity before a refund could be processed? Is your account accessible at this time?

Account not available. Have verified my email address and receipt for payment

Konto ej tillgängligt. Har verifierat min mailadress och kvittens på betalning

I understand that your account is not accessible anymore, is that correct? Could you please advise if you have been asked to provide any personal documents to complete account verification before a refund could be processed? Thank you very much in advance.

Hello Dear Player and Dear Casino Guru Team.

Thank you for your question.

We have found an issue with registering for blocked players via Responsible gaming and we are working on fixing it.

In this case, player deposited money and we started the process of refunding the deposit. Pernilla should receive the deposit back soon.

We apologize for this inconvenience. Pernilla, you helped us find a vulnerability in the signup process. We appreciate your help.

Thank you very much, Emojino Casino team, for your assistance. Is there anything else needed from the player?

We would like to ask Emojino Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

It's solved. Close the case

Det är löst. Avsluta ärendet

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Pernilla, for your cooperation 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