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1400 withdrawal being held due an investigation into my unusual gaming activity according to emu casino. My deposits of 3,000 have been taken from my account and now when I try to withdraw 1400 back there’s suddenly an issue that needs investigating. The payments and security team don’t reply to emails and the live chat operators can’t give me a straight answer as to why they are holding my withdrawal. I can’t close my account because they won’t pay me if I do. Looking for your help here with this as there is no reason to hold my withdrawal. All I did was play live casino blackjack and ending losing 1400 for the session.

Dear Dman2020,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I would like to point out, that the casino has the full right to proceed with investigation of the player’s activity before processing the withdrawal.

Could you, please indicate if was your first attempt for a withdrawal? Have you completed KYC verification successfully?

Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru, if there is any.

Looking forward to hearing from you.

Best regards,

Kristina

Thank you for your response here is what the payments and security team have said to me. Which I don’t agree is fair at all. They have paid every previous withdrawal and there’s no reason to withhold this from me. My account is fully verified, ID, proof of address and two payment methods all approved the kyc process.

"Greetings from the Payments & Security Team!

Please be informed that your withdrawal made via Visa for the amount of EUR 1,500.00 is currently pending approval as your account is being reviewed for unusual gameplay activity as per the requirements of our internal risk regulations. We appreciate your kind understanding and thank you in advance for your patience in the matter.

Should you have any inquiries, please do not hesitate to contact us."

Dman2020, thank you for a quick reply. Could you, please, indicate, when exactly has this check started?

Sunday 29th November

Hi David,

Greetings from the Payments & Security Team!

We truly understand your situation, we will surely get back to you as soon as this process has been completed until then we appreciate your kind understanding and thank you in advance for your patience in the matter.

Should you have any inquiries, please do not hesitate to contact us.

Best regards,

Amy

Casino Payments & Security Team

In this case, I would recommend you waiting for a few more days (let's say additional 7 days). We will keep this complaint opened, and if there is no development within this time period, we will intervene.

In the meantime, keep us updated, and let us know in case there is anything new, please. Thank you very much for your understanding and patience with us.

Thank you. They have been very slow to resolve whatever they are checking because there really is nothing to look into. It’s live casino blackjack hands that were won and lost as they always are. I will update you if they finally concluded their review

Hi Kristina,

my account is still active with emu casino and I cancelled the withdrawal and my new requested withdrawal amount is €3,200.

Dman2020, do I understand correctly, that after cancelling your initial withdrawal, you've raised more money and now you have a pending withdrawal of €3,200? Has the casino already finished the check?

If you wish to receive your winnings and close the account (if this is still desired) as soon as possible, I would recommend you to, please, not cancell your withdrawal again, as this may extend the whole process for a few more days, possibly weeks.

The casino have not finished the check and live chat advised not to cancel anymore withdrawals for my own sake. They emailed me on Saturday saying this issue is being reviewed with high priority. They have to pay me the money as is only fair. I will leave this withdrawal pending. I have taken screenshots as evidence also. It is pending since Saturday night.

Hi Kristina,

Emu Casino paid me this morning. I’m not sure as to why they started this investigation but you can now close this case. Thanks for your time

Great news! Thank you for letting us know, Dman2020. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.