Emojino Casino - O jogador conseguiu abrir uma conta de um país restrito.

Hello, actually I only have one question, whether I have any chance of getting my money. I registered at Emojino Casino in July 2021 and made 3 deposits. Nothing gained in the process. Then I made 2 deposits in September and won € 190. I wanted to cash out, but only works if you do the KYC procedure. Unfortunately, this is not possible because Germany is not on the list. then I wrote to the support, and they told me that Germany is blocked. Now my question, why can I make a deposit there at all, it works perfectly. In other casinos I cannot register at all, then a message for German players is not allowed. Why is that possible there without further ado? I think that's bold. I also don't know since when Germany has been blocked there, as I read from a complaint here, Germany was not yet in the list of blocked countries under the terms of use in May 2021.

Now I've asked support what happens to my credit? He replied that I can cash out. Then I asked how I should do that, I don't get paid because I can't do this KYC procedure. Since then there has been silence and I have not received any more answers.

Hallo, eigentlich habe ich nur eine Frage, ob ich überhaupt Chancen habe, an mein Geld zu kommen. Ich habe mich im Juli 2021 bei Emojino Casino registriert und 3 Einzahlungen vorgenommen. Dabei nichts gewonnen. Dann habe ich im September 2 Einzahlungen vorgenommen und 190 € gewonnen. Wollte auszahlen lassen ,geht aber nur wenn man das KYC - Verfahren macht. Nun geht das leider nicht, weil Deutschland nicht in der Liste steht. darauf hin habe ich den Support angeschrieben ,und der teilte mir mit das Deutschland gesperrt ist. Nun meine Frage, warum kann ich dann dort überhaupt einzahlen, das funktioniert ja einwandfrei. In anderen Casinos kann ich mich doch erst gar nicht registrieren, dann kommt eine Meldung für deutsche Spieler nicht zugelassen. Warum geht das dort ohne weiteres? Das finde ich schon dreist. Ich weiß auch nicht, seit wann Deutschland dort gesperrt ist, so wie ich hier aus einer Beschwerde gelesen habe, stand Deutschland im Mai 2021 noch nicht in der Liste der gesperrten Länder unter den Nutzungsbedingungen.

Jetzt habe ich den Support gefragt, was mit meinem Guthaben passiert? Der antwortete, dass ich auszahlen lassen kann. Daraufhin fragte ich wie ich das machen soll, ich komme ja gar nicht zur Auszahlung, da ich dieses KYC Verfahren nicht machen kann. Seit dem ist Funkstille und ich habe keine Antwort mehr erhalten.

Dear Bettina,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found https://emojino.com/terms-of-use:

"You are aware that the right to access and use the Website and any products there offered, may be considered illegal in certain countries. Emojino is not able to verify the legality of service in each and every jurisdiction, consequently, You are responsible for determining whether Your accessing and using Our Website is compliant with the applicable laws in Your country and You warrant to Us that gambling is not illegal in the territory where You reside or citizen of which you are. You should not use the services of Emojino if You are a resident or/and citizen in one of the following countries and/or territories: the USA, Puerto Rico, the United States Virgin Islands, American Samoa, Guam, Marshall Islands, Northern Mariana Islands, and United States Minor Outlying Islands, Afghanistan, Algeria, Australia, Republic of Austria, Bahrain, Bangladesh, Belgium, Bhutan, Bonaire, Bulgaria, Brunei, Cambodia, Cayman Islands, Central African Republic, China, Cuba, Curacao, France, French Guiana, French Polynesia, French Southern Territories, Federal Republic of Germany, Futuna Islands, Gibraltar, Hong Kong, Indonesia, Iran, Israel, Iraq, Jordan, Kuwait, Lebanon, Libya, Macau, Malaysia, Morocco, Niger, Nigeria, North Korea, Oman, Pakistan, Philippines, Qatar, Romania, Russia, Reunion, Saba, St Eustatius, St Martin, Saint Pierre and Miquelon, Saint-Barthelemy and Wallis, Saudi Arabia, Singapore, Slovakia, Spain, Sudan, Syria, Taiwan, Tanzania, Togo, Tunisia, Turkey, Ukraine, UAE, UK ("prohibited countries")."

Since the casino operates under the "Deposit and Play" system, and the website is not blocked for the players from Germany, could you please advise if you have completed the KYC verification in the past?

How much were your cumulative deposits since an additional verification should be carried out if this amount equals to or exceeding the equivalent of €2,000?

"The payment managers employed by Emojino will carry out additional verification procedures for any cumulative deposits equals to or exceeding equivalent of €2,000. The value of cumulative deposits will be calculated on a daily basis, taking into account all deposits effected by you since the establishment of the business relationship with Emojino."

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

Hello Petronela, thanks for the reply.

My deposits were well below € 2000.

I only noticed that Germany is now blocked when I wanted to make a payout.

I have not been able to complete the KYC so far, but I am in contact with the support, first I should send documents by email, then I should complete the KYC procedure on the website, but it does not work because error messages keep coming up. Now I am waiting again for an answer, which always takes forever.

It just upsets me that you can deposit without any problems, even though Germany is blocked. Why can you then register and deposit without being notified or blocked? In my opinion, this is also a fraud. In other casinos there is also a message when Germany is no longer available.

I am now waiting for the answer from the support again and keep you up to date.

Yours sincerely To greet

Bettina

Hallo Petronela, danke für die Antwort.

Meine Einzahlungen waren deutlich unter 2000 €.

Das Deutschland inzwischen gesperrt ist ,habe ich erst bemerkt, als ich eine Auszahlung machen wollte.

Das KYC konnte ich bis jetzt nicht abschließen, bin aber mit dem Support in Kontakt, erst sollte ich Dokumente per Mail einsenden, dann sollte ich das KYC Verfahren auf der Webseite abschließen, geht aber nicht, weil ständig Fehlermeldungen kommen. Nun warte ich erneut auf Antwort, was immer ewig dauert.

Mich regt es nur auf, dass man ohne Probleme einzahlen kann, obwohl Deutschland gesperrt ist. Warum kann man sich dann erst registrieren und einzahlen, ohne dass ein Hinweis kommt oder eine Sperre drin ist .Das ist in meinen Augen auch Betrug. In anderen Casinos kommt auch eine Meldung ,wenn Deutschland nicht mehr verfügbar ist.

ich warte jetzt wieder die Antwort vom Support ab, und halte euch auf dem Laufenden.

Mit freundl. Grüßen

Bettina

I fully understand your frustration, Bettina. I will set the timer for additional 4 days and if there’s no development by Thursday, we will intervene.

Please keep me informed regarding any new developments. Thank you very much in advance.

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

Best regards,

Petronela

Casino.Guru