Emojino Casino - プレイヤーのボーナスはキャンセルされました。

I made a deposit of 50 euro and get a bonus of 150% on it, played a while till my balance was 75,70 euro, than was 75 euro bonus money gone. Live support told me that the casino removed my bonus for security reasons but they have no specific information and cant forward my problem to onyone. I will be happy to know why they removed my bonus and get myyl money back.

Hello yetiindom,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Emojino Casino. Please allow me to ask you a few more question before we would try to contact the casino to clarify it as much as possible.

Is your account still active in the casino, are you able to login into it? Did they void all your balance and refunded the deposit or just voided all balance. Please note that I've checked the casino's terms and conditions and I've found that Germany is restriced in the casino and you should not be able to play there at all. Could you register without any issues? Are you verified there? If you have any proof or communication between you and the casino, please send it to nikolas.b@casino.guru.

Looking forward to your answer and I hope we will be able to help you out in your case.

Regards,

Nick

Casino.guru

Hello, thank you very much for Your reply. Yes my account is still active and i can log in. They voided my bonus balance, because the real money was already gone. They didnt refund the deposit. I didnt get any information that germany is restricted country, i have a account there since about 1 jear. I get per mail that bonus offer, made deposit and received the bonus of 150% without any problem. Im not fully verified, i didnt complete the KYC, i do it always for the first time, when i win and made a witdrawal. I have no proof of comunication, i was writing with them only on live chat. They could not give me any reason why my bonus was removed.

Thank you yetiindom for providig additional information regarding your case. I'll now forward your complaint to my collegue Andrej who will be assisting you from now on.

Wish you best luck.

Regards,

Nick

Dear yetiindom,

I’m sorry to hear about your problem. I’ll contact the casino and see if I can help.

I would like to invite Emojino Casino to join this discussion.

Dear Emojino Casino,

Could you please state the specific reason why yetiindom’s bonus was removed?

Dear Casino Guru and yetiindom!

We are really sorry for inconvenience that happened.

As Sebastian used bonuses too often, the system has dedicated him to a specific group.

That’s why the bonus has been failed.

For now Pragmatic Live Bonus is active, and the player may use it anytime.

If any questions appear - feel free to contact our LiveChat, and our support will help you anytime!

Thank you, Emojino Casino team, for clarifying.

Dear yetiindom,

Could you please let us know if this solution is satisfactory and if we can consider the issue to be resolved?

Dear Andrej and casino emojino, i am happy with the solution and i can confirm that i received the bonus money on my account. Case can be closed from my side. Have all a nice day.

Thank you, yetiindom, for confirming and for using the Casino Guru complaint resolution center. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru