Dear ?zkan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino’s T&Cs and Turkey is listed as one of the restricted countries. Would you be so kind and confirm you created your account and always played from Germany, and you haven’t used a VPN (Virtual Private Network) to alter your location at any point?

Additionally, if there is any other relevant communication between you and the casino, please, forward it to [email protected] (or alternatively post it here).

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello Kristina, no, I don't use vpn and play from Germany. The last time I was in Turkey was 20 years ago. They're looking for a reason to confiscate my money. My passport is issued in Stuttgart. They didn't want to see my residence permit.

Hallo Kristina, nein ich verwende keine vpn und spiele von Deutschland aus. Ich war das letzte mal vor 20 Jahren in der türkei. Die suchen ein Grund um mein Geld zu beschlagnahmen. Mein Reisepass ist in Stuttgart ausgestellt. Mein Aufenthalttitel wollten die nicht sehen.

Thank you very much ?zkan for your reply. I will now transfer your complaint to my colleague Peter 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 ?zkan,

I 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.

Hello Peter, thank you for your trouble. My passport has been accepted in every online casino so far. With emojino it is only possible to verify first with a pass. Only then can you not send further documents beforehand. I also made several deposits there. What influence do they have on what happens? Do I have a real chance of getting my profit? I haven't done anything illegal. They have to be prosecuted somehow or not? Unfortunately, I don't know enough about that. Regards ?zkan *****

Hallo Peter, danke für deine Mühe. Mein Reisepass wurde bisher in jedem Onlinecasino akzeptiert. Bei emojino ist es nur m?glich als erstes mit einem Pass zu verifizieren. Erst danach kann man weitere Dokumente senden vorher nicht. Ich habe da auch mehrere Einzahlungen get?tigt. Was für ein Einfluss haben sie auf das Geschehen? Hab ich reale Chancen auf mein Gewinn zu gelangen? Ich habe nix illegales getan. Die müssen doch irgendwie zu belangen sein oder nicht? Ich kenn mich da leider zu wenig aus. Grü?e ?zkan *****

Dear Player and Dear Casino Guru Team. Thank you for your comments.

According to our terms and conditions - players, who provided documents from restricted countries violate regulations of the license.

In accordance with Terms and Conditions (Section: Your Obligations, clause 5) You should not use the services of Emojino if You are a resident or citizen in one of the following countries and/or territories: Turkey. As far as you are a citizen of Turkey we shall not provide services to you.

These are the rules of the casino and using the documents of a restricted country is against our terms. 

5. 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 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, Bahrain, Bangladesh, Belgium, Bhutan, Bonaire, Bulgaria, Brunei, Cambodia, Cayman Islands, Central African Republic, China, Cuba, Curacao, France, French Guiana, French Polynesia, French Southern Territories, 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").

7. As an Account holder You are responsible for providing Emojino with correct personal details and information. Consequently, You agree that all information that You give Us, such as but not limited to, address and email, during the term of validity of the Agreement, is complete and true, and that You will immediately notify Emojino should there be changes to such information. Should Emojino become aware that You have failed to provide to Us correct information, We retain the right to block and/or close Your Account immediately.

17. You shall not access Games that are not available within Your region (place of residence or citizenship). Additionally, You shall not mask your IP address by using a VPN, proxy or otherwise when navigating on our Website.

4. You agree that all information that you give us, such as but not limited to, valid identification, date of birth, address, email and a clear passport/ID card photograph, during the term of validity of this agreement is complete, true, correct and that you will immediately notify Emojino of changes of such information or change such details by yourself on the Website. You are hereby notified that We carry out verification procedures and that Your Account may be immediately blocked for access or closed if We suspect that You have supplied Us with false or misleading information.

5. You are required to update and keep up to date the mandatory information provided in the registration form in the event such information changes.

6. Emojino will make all reasonable efforts to prevent Players from restricted countries mentioned at Section 2 of this Terms & Conditions to reach the games.

1. If you breach any provision of these Terms and Conditions or we have a reasonable ground to suspect that you have breached them, we reserve the right to not open, to suspend, or to close your Account.
2. You acknowledge that Emojino shall be the final decision-maker of whether you have violated Emojino’s rules, Terms and Conditions in a manner that results in the suspension or permanent barring from participation in our site(s).

https://emojino.com/terms-of-use

That’s why, after the player had passed KYC, with a Turkish identity card (Which is a restricted country ), the decision was made, that the winnings would be deducted(as the user has violated our t&c), and the last deposit (from which he had won) would be returned.

The last deposit of 25 EUR, has been credited to the player’s balance, and we are waiting for the user to withdraw it.

Thank you for your time and patience.

That's not legal, I sent my Turkish passport for verification, no ID card. What should I use to verify myself? I live in germany and not in turkey. They ask for my passport for verification. I cannot withdraw the 25 euros because at least 40 euros is required for a withdrawal. What's next? Do I have no chance of no profit?

Das ist doch nicht rechtm??ig, ich habe mein türkischen Reisepass zur Verifizierung gesendet kein Personalausweis. Mit was soll ich mich den verifizieren? Ich lebe in Deutschland und nicht in der türkei. Die verlangen meine Reisepass zur Verifizierung. Ich kann die 25 Euro nicht abheben da mindestens 40 Euro für eine abhebung n?tig ist. Wie geht es weiter? Hab ich keine Chance auf nein Gewinn?

Dear Emojino Casino,

Since the player has been living in Germany for 20 years and can prove it, we are strongly convinced that his case should be judged individually and that he should get paid. If he's been living in Germany for 20 years, it was an obvious choice to pick Germany in the registration form. He lives in the country, works in the country, pays taxes in the country, so he should also be able to play in the casino from the country. If you want to exclude players, why don't you do the verification before they actually deposit money and play. If the player kept losing, nobody would contact him and tell him that he can't actually play in the casino and therefore all his deposits would be refunded, correct?

Hi Peter, I'm adding more info. I have already paid in several times before I had the winnings. My winnings are NOT from the first deposit. I've also been in Germany for 44 years. I was born and raised in Germany. The last time I was on vacation in Turkey was 20 years ago. That's what it was meant to be. Thank you very much for your effort ??

Hallo Peter, ich füge mehr Infos hinzu. Ich habe bereits bis ich den Gewinn hatte mehrmals eingezahlt. Mein Gewinn stammt NICHT aus der ersten Einzahlung. Zudem bin ich seit 44 Jahren in deutschland. Ich bin in Deutschland geboren und aufgewachsen. Ich war das letzte Mal vor 20 Jahren im Urlaub in der türkei. So war das gemeint. Vielen lieben Dank für ihre Mühe ??

What if they don't answer?

Was passiert wenn die nicht antworten?

Hi ?zkan,

Thank you for the additional information. This only speaks more in your favor. 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hello Dear Player and Dear Casino Guru Representative,

Thank you for your messages. We have already mentioned, we have our policy, which we follow. Please see the link:

https://emojino.com/terms-of-use

We do not accept documents from restricted countries. And we cannot refund deposits, which have already been played down. Since the last deposit was not played down to zero, we have a possibility to return it.

Withdrawals section

10. Kindly be aware that our products are consumed instantly during gameplay. Thus, we cannot provide refunds, returns of goods, or cancellation of your service when playing. If you play a game with real money, the money will be drawn from your Player account instantly.

By registering on owe website, user should read terms and conditions, where it is clearly stated, that we do not accept players from restricted countries.

Quoting our terms and conditions:

"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."

We strongly suggest to pay attention to the terms of our website before registering so that such situations do not happen again. There is nothing we can do in this case.

You should definitely warn this casino in forums. That's cheating. My 25 euros have not yet been transferred. They speculate that people will deposit, and if they win, the account will be blocked. So they can't lose at all.

Dieses Casino sollte man unbedingt in Foren warnen. Das ist Betrug. Meine 25 Euro wurden bisher auch nicht überwiesen. Die spekulieren darauf das Leute einzahlen, und bei Gewinn sperren die Konto. So k?nnen die garnicht verlieren.

Dear Emojino Team,

As mentioned above, since the player was born and raised in Germany and has been living in Germany for 44 years, he should be able to register and play in the casino like any other German player. You haven't even given him the option to send you his residency permit for verification. This makes an impression that you're more interested in keeping the winnings rather than solving the issue. Moreover, if your policies are so strict, why don't you perform the verification checks before the players deposit their money and play?

Dear All!

Our website does not tolerate any rules violations. So we would like to inform you, that the request has been declined.

The decision that was made is final, and cannot be discussed.

Our users should follow the policies they have accepted while registering. Even when the user has some doubts about our T&C, he always may come to our LiveChat support(which works 24/7) and check it with them right there.

We are really sorry that this situation has happened, but we cannot break the policies we have.

So as stated above, the refund request is declined.

Dear CasinoGuru Team, please close the complaint. Thank you all for your time!

They make it very easy for themselves

Die machen es sich sehr einfach

Hi ?zkan,

I’m afraid, there is not much that we can do to help you. The casino decided not to pay you your winnings which we find unfair. 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 may help change the casino's approach. If the casino decides to reconsider, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling the form or how the 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

We received information from the player that the casino changed its decision and restored the player's account including a full refund of his winnings. We are changing the status of the complaint to "resolved".

Dear ?zkan,

Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. 

Best regards,

Peter