With thousands of euros already in withdrawal emojino decided not to pay out my winnings because a day after i won a lot of money i streamed with apple air play from MY device to the TV at my friends house. Because i won big and i told him about the casino he decided to sign up after i left and he streamed from HIS phone to his TV. NOTE: THIS HAPPENED A DAG AFTER I ALREADY WON BIG AND HAD PENDING WITHDRAWALS. I have printscreens and full proof of the withdrawals etc wich they blocked me from now and also printscreens from the live chat.

I was on a total balance of around 9000€ and they offered me 100 euro withdrawal so they can close my account.

Dear Cedric,

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

Would you be so kind as to send me all the relevant communication between you and the casino together with any other supporting evidence, so we can gather as much information as possible? My email address is [email protected].

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

I’ve sent you all evidence! Conversations between me and emojino and printscreens of withdrawals, kyc completion, completion of bonus, service transfers from emojino. I even have printscreens of some of the big wins while playing.

best regards,

Cedric

Thank you very much Cedric for your reply. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Cedric,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Emojino Casino to the conversation to participate in the resolution of this complaint.

Hi ,

Thank you so much! Happy to hear from you.

cedric

Dear Casino Guru Team,

we’ve already explained the whole information to Cedric so what was the situation.

Cedric played with our bonus, it’s called Hello bonus. Player wagered bonus on 2021-07-24 and won 2,900 EUR.

Due to some suspicious activity, he was being checked by our security department.

As the result, our department figured out that Cedric has played bonus with one more person. It’s forbidden on our platform and due to our T&C:

Only one Account for each household, IP address and computer device is allowed. If two or more users share the same household, IP address and computer device, Emojino must be informed by the respective Accounts’ holders. Failure to do so may lead to your Account being blocked for access and "freezing" or confiscation of all your funds.".

The Player didn’t warn us or ask if it’s possible to do it in such a way, we warned Cedric that his account will be blocked due to a rule violation. But we allow him to withdraw his last deposit and only then the account will be closed.

First of all you never informed me about the problem. You almost ignored me. And it’s a lie about the 2900euro. Yes i finished the bonus with that amount in my account. But you removed around 8000 euro! And i want to add that i had full kyc completion and already PENDING WITHDRAWALS in my account before the incident happened. A day after the incident you saw my withdrawals coming in and you tried to find a reason to take thousand of euros from my account as a "service transaction". Also i want to add we did NOT sign up on the same household. Its a different ip.

The only thing we shared was a device (television) we streamed with apple air play from our OWN device to a APPLE TV device. I was still using MY phone and he was using HIS phone.

******If two or more users share the same household, IP address and computer device, Emojino must be informed by the respective Accounts’ holders. Failure to do so may lead to your Account being blocked for access and "freezing" or confiscation of all your funds.".**** NOTE: WE DO NOT SHARE SAME HOUSEHOLD, WE DID NOT SIGN UP WITH SAME IP. ONLY BOTH USED A APPLE TV DEVICE FOR STREAMING FOR EVERYONE TO WATCH!

NOTE: i have never received proof from emojino about the rule violation also they did not want to explain it to me after being in major stress after seeing such a big amount getting taken from you for no reason at all

NOTE:

i also offered to emojino to send full identification and bank details from my friend in this story. They didnt want to do something with it.

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Hi all,

Thank you for your replies.

Dear Emojino Casino team,

Could you please forward any relevant evidence to my email address? Is the accusation solely based on the player and his friend taking the bonus from the same IP? What happened to the rest of the aforementioned winnings?

but we did not take the bonus from the same ip. I got my bonus on my own ip and he on his own ip. I only played on my account using my own device while connected to my friends wifi. (And i streamed to his appletv for everyone in the room to watch!

Also i want to add that i play with a lot of other casinos and i have a big record of deposits and withdrawals on a few and never had problems with any casino about "suspicious activity"

I hope you both can figure this out here. Otherwise i’m contacting MGA because i’m 100% sure Emojino is not treating me the right way.

Dear Casino Guru Team,

unfortunately, we can only provide the relevant authorities with such information, the player can contact eCogra or MGA, and then we will provide them with all the detailed information on this case.

Alas, we cannot provide internal information of the company to 3rd parties who do not belong to these structures.

All that we can provide you with it’s our emails to user regarding the discussed case.

The user was playing from the same device with a friend and didn’t warn us about it, thereby violating the company’s rules.

User wagered the bonus in the amount of 1015 EUR then he continued playing, some of the amount he won and some of the amount he lost.

Now we reviewed the case one more time to give you the exact amount of winnings.

User made a withdrawal request which was pending due to a security check, the amount of it was 5000 EUR and the balance was left at 2898 EUR.

All of these winnings were deducted because the user violated our rules but we still allow him to withdraw his last deposit and only after this his account will be closed.

*****The user was playing from the same device with a friend and didn’t warn us about it, thereby violating the company’s rules.*****

It was a stream from MY OWN phone to a Apple TV device and it was from HIS OWN phone to a Apple TV device. Its not a device we shared its a streaming service we both used. We used it in the living room so everyone in the room could watch the gambling session (other friends) We played and streamed from our own phone!

Emojino just accept the fact that you are in the wrong. It’s going to make it worse for you guys if you don’t solve this. Your reputation here is already questionable. If im sending my lawyer to the MGA with this story its not looking good for you i can already tell. Think wise.

funny fact: I only deposited 350€

so strange my account gets blocked after winning with such a big difference in deposit/withdrawal.

Not fishy at all?

Hi all,

Thank you for your replies.

Dear Emojino Casino team,

If the bonuses weren't even taken from the same IP as Cedric mentioned above, what is the whole case based on? I'm afraid the complaint will become "unresolved" in favor of the player.

Dear Cedric,

I'm afraid we can't make any progress here without evidence from the casino. I believe you already submitted an official complaint to the casino, right? According to the casino's T&Cs, the next steps would be as follows:

"2. Should you not be satisfied with the way your complaint was resolved or handled you may escalate directly to the Malta Gaming Authority or to an Accredited Alternative Dispute Resolution Service. MGA may be contacted via email on [email protected] or the MGA support portal. eCOGRA is one of such ADR service and can be reached by following link https://ecogra.org/forms/adr-dispute-step-1 to complete a dispute form"

Please submit complaints to both MGA and eCOGRA (I would start with eCOGRA) and keep me updated. The casino has to provide evidence to these organizations.

Only one Account for each household, IP address and computer device is allowed. If two or more users share the same household, IP address and computer device, Emojino must be informed by the respective Accounts’ holders. Failure to do so may lead to your Account being blocked for access and "freezing" or confiscation of all your funds.".

It is indicated here that one device for two is also unacceptable.

****If two or more users share the same household, IP address and computer device***

NO! it needs to say same household, ip, AND device. it has to say OR DEVICE to be valid.

we didnt share household or ip adress.

and the funny thing is we didnt even share a device!

don’t make it harder on you than it is Emojino, your claim is 100% false and you know it.

And your offer is ridicilous.

100€ instead of a €8000 win!

im even making a loss on deposits with that offer!

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**edited post**

****If two or more users share the same household, IP address and computer device***

NO! it says same household, ip, AND device. it has to say OR DEVICE to be valid.

we didnt share household or ip adress.

and the funny thing is we didnt even share a device!

don’t make it harder on you than it is Emojino, your claim is 100% false and you know it.

@peter

i didn’t make a official complaint at emojino yet. They didnt want to help me at all.

I see Cedric,

I recommend submitting an official complaint to the casino (some ADRs require this) then to the eCOGRA and eventually to the MGA. The contacts are in my previous post. The complaint will become "unresolved". I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. Please let me know if you need help with filling the form or how the eCOGRA and MGA responded if you can manage to do this on your own ([email protected]). I wish I could be of more help.

Best regards,

Peter