Hi there,

I have fulfilled all the wagering requirements for the bonus and now I want to withdraw my remaining 73 euros. At KYC, my passport was rejected for no reason. I have already played in several casinos and each time the photo with my passport was accepted. The support doesn't want to give me any further information on why it fails.

see this mail:

Your ticket is now solved! KYC issue

Martin Thu, 01/07/21 10:23 pm Hello Wolfgang,

Thank you for getting back to us.

We cannot accept your documents due to the security reasons. We cannot disclose any more information.

Thank you for your time.

Regards,

Martin

Emojino Customer Care

So I ask you if you can help me.

VG

wolfgang

Hallo,

ich habe alles Umsatzbedingungen für den Bonus erfüllt und m?chte jetzt meine verbleibenden 73 Euro auszahlen. Bei der KYC wurde mein Pass ohne Grund abgelehnt. Ich habe bereits in mehreren Casinos gespielt und jedes mal wurde das Foto mit meinem Pass akzeptiert. Der Support will mir keine weitere Auskunft geben woran es scheitert.

siehe dieses Mail:

Your ticket is now solved!   KYC issue

       Martin Thu, 01/07/21 10:23 pm  Hello Wolfgang,

Thank you for getting back to us.

We cannot accept your documents due to the security reasons. We cannot disclose any more information.

Thank you for your time.

Regards,

Martin

Emojino Customer Care

Daher meine bitte an euch ob ihr mir weiterhelfen k?nnt.

VG

Wolfgang

Dear Wolfgang,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Would you be so kind and clarify how did you find out that your passport was rejected? Did the casino inform you about this fact? From the casino's message, it seems that none of your documents have been accepted.

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

Looking forward to hearing from you.

Best regards,

Kristina

Hello Kristina,

that was the mail:

Primary KYC verification failed

Emojino

12/31/2020 5:43 PM

To woland   

• Quick Reply Reply to all ForwardDeleteActions

Our KYC provider has rejected your application. Please try again and note the following: Provide a clearly cropped picture of your ID photo. Your photo should be bright, clear and free of any signs. Your ID should be valid (not expired) or contact our support team for more details. try again

Hallo Kristina,

das war die Mail:

Primary KYC verification failed 

Emojino

<[email protected]>

31.12.2020 17:43

An  woland  

• SchnellantwortAllen antwortenWeiterleitenL?schenAktionen

Unser KYC Anbieter hat Ihren Antrag abgelehnt. Versuchen Sie bitte noch mal und beachten Sie dabei Folgendes:  Geben Sie ein deutlich abgeschnittenes Bild von Ihrem Ausweisfoto.  Ihr Foto soll hell, klar und frei von jeglichen Zeichen sein  Ihr Ausweis soll gültig sein (nicht abgelaufen)  oder kontaktieren Sie unser Support Team für mehr Details. Erneut versuchen

Thank you very much Wolfgang 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.

Hello Wolfgang,

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.

Hi Peter,

I received the following email today:

Hello Wolfgang,

We approved your KYC so you could withdraw the money from your account. Please log in a request for a withdrawal. Once the withdrawal is approved-your account will be blocked.

Regards,

Martin

Emojino Customer Care

I still don't understand what the problem is and why they are blocking me. But I don't care now either. I got my money today.

Thank you for your help.

VG

wolfgang

Hallo Peter,

ich habe heute folgendes Mail erhalten:

Hello Wolfgang,

We approved your KYC so you could withdraw the money from your account. Please log in a request a withdrawal. Once the withdrawal is approved -your account will be blocked.

Regards,

Martin

Emojino Customer Care

Ich verstehe noch immer nicht wo das Problem liegt und warum sie mich blockieren. Ist mir aber jetzt auch egal. Ich habe mein Geld heute bekommen.

Danke für deine Hilfe.

VG

Wolfgang

Hi Wolfgang,

It is hard to say what the reason for this is. There is absolutely no clue in the casino's statement but I'm glad to hear you received your funds. I will now mark the complaint as 'resolved' in our system. 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