Online Casino Frequently Asked Questions

Online casinos have been around for a good few years now and getting used to how they work over a traditional casino can take a little while to get to grips with. On top of this, all online casinos are different, so even seasoned online players might have some fairly standard questions.

Most questions regarding EmuCasino are usually pretty common, so we’ve created this FAQs section to cover most of the more frequently asked questions. Often its quicker and more convenient to refer to this rather than contacting support, on top of this, we’re always updating this with more common questions as they come in.

To see the answers to these queries, simply click on any of the below questions for the answer to appear.

Online casino FAQ

1) I’ve forgotten my username or password, how can I log in?

Easy, just click Forgot Details within the footer or help section.

You will then see a form where you can enter either your username or your email address, with your date of birth depending on which of your details you have forgotten.

You will then receive an email to your registered address with your username or new password. If you have asked us to reset your password, you will be emailed a new password which you can then login with. Its then usually best to change it again in your Emu Account (under ‘Profile’ then ‘Preferences’) shortly after to something that only you know and can remember to improve your security.

2) Why has my account been blocked?

When an account is blocked at EmuCasino, this is usually part of a security protocol that is designed to protect the customer from any fraudulent attempts against them.

There are few common reasons for accounts getting blocked, all of which can be unblocked relatively easily, these include:

  • Password has been entered incorrectly more than 3 times in a row
  • Username has been entered incorrectly more than 3 times in a row
  • A customer tried to login from a country that they’re not registered in
  • Failure to enter SMS verification code sent 3 times (when depositing via Credit/Debit)
  • Bonus abuse – a clear breach of the bonus use terms and conditions
  • Requested to be blocked or closed by yourself (normally you should know about this)

To get your account unblocked you’ll need to contact our Customer Support team. Depending on the reason why an account has been blocked, we should usually be able to unblock it straight away or within a maximum of 24 hours.

3) How do I claim a bonus?

We offer 2 different bonus types at EmuCasino:

  1. Matched deposit bonuses
  2. Bonus voucher codes

Claiming a matched deposit bonus:

  1. Register an account at EmuCasino
  2. Login to your EmuCasino account
  3. Navigate within your “Emu Account” to the “Bank” tab
  4. Click on “Deposit”
  5. Choose your preferred payment method and when you make your deposit simply enter the relevant bonus code into the bonus field.

Claiming a bonus voucher code:

  1. Register an account at EmuCasino
  2. Login to your EmuCasino account
  3. Navigate within your “Emu Account” to the “My Bonuses” tab
  4. Click on “My Vouchers”
  5. Enter the relevant bonus voucher codes into both the voucher name and code fields and click submit

Find out more details on all EmuCasino promotions and bonuses here.

4) How do the EmuCasino bonuses work?

Matched deposit bonuses

At EmuCasino we have recently introduced a new bonus mechanic on our matched deposit bonuses (on a trial basis), whereby the way it works differs slightly from how some other casinos work. We now pay out the bonus in incremental amounts – 10% at a time.

Example bonus: “100% match deposit up to 100” with a 35 times turnover.

If you were to choose to use this and deposit 100, you’d be rewarded with 100 bonus cash. This would show up in your account and as you play through your deposited cash balance, you bonus cash is awarded and becomes available to you in 10% increments at a time based on the turnover requirements.

Turnover requirements are what is required (with most casino bonuses) to be able to cash out a bonus, therefore on the above example 100 X 35 = 3,500, means you’d need to stake 3,500 worth of bets to then be awarded the equivalent bonus amount. Please see our bonuses explained page for further details.

Bonus voucher codes

Bonus voucher codes are essentially bonuses that give you a cash bonus with no need to deposit. These are usually sent out to certain groups of players and usually limited in both their number and games that they can be played on. They also are usually only valid for 1 or 2 days maximum.

5) Do I have to download your casino?

In a word, no.

At EmuCasino we believe that in this day and age, you can play casino games securely through your browser without the need to download any sort of client.

6) How can i transfer funds into my Emu Account

With a wide range of currencies, your can transfer your money in and out of your accounts to your EmuCasino account with ease.

We accept over 8 different transfer methods including:

  • All types of Visa and MasterCard
  • Skrill
  • Neteller
  • Paysafecard
  • Instant Banking
  • Flexpin

What’s more, all transfers to your Emu Account are completely free! For further information on funding your Emu Account, please go here.



7) How do i cash out when i win?

When you are logged into your EmuCasino account, click ‘Emu Account’ on the top right of the screen. Within this area select ‘Bank’ and ‘Withdraw’ then choose your method of withdrawing. For security reasons, we only allow you to withdraw to the same card, payment method or account that you deposited with excluding Bank Transfer/EFT.

Depending on where you are based you can cash out with up to 4 different transfer methods including:

  • All types of Visa and MasterCard
  • Skrill
  • Neteller
  • Bank Transfer/EFT

You will also need to verify your identity – this is to make sure we only ever pay-out funds to customers who actually own the account. If you wish to know more regarding the conditions of depositing and withdrawing see our Cash out page or contact our Customer Support team.



8) How long should it take for my withdrawal to arrive in my bank account?

EmuCasino has a commitment to paying out your funds as quickly as possible.

If you choose to withdraw using Visa, MasterCard, Skrill or Neteller and once your identity has been approved you will receive your funds within one working day. For Bank Transfers/EFT withdrawals, this can take up to 7 working days from time of approval. Such identity checks are required as an industry standard and are put in place for your security.

For further information on making withdrawals, please go here.

9) How do i know that the games on EmuCasino are not rigged?

All games on EmuCasino are provided by our trusted gaming partners.

Our leading gaming partners and developers provide their games, applications and software to hundreds of online casinos. All gaming partners are regulated and licensed by a number of jurisdictions as a software provider to which they must pass rigorous programming tests proving that all games are fairly developed with correct number scrambling.

On top of using a well-established and reputable games provider, we also are independently audited every quarter to make sure everything is in check. For further information on our security and ethics, please go here.

10) Is EmuCasino Licensed?

EmuCasino is fully licensed and regulated with the Curacao eGaming authority – one of the first jurisdictions to regular online gambling back in 1996. For further information, check out our Security and Ethics page.

Our license number is – #365/JAZ

Our license can be viewed here: EmuCasino License

11) Is my information and payment details safe with EmuCasino?

At EmuCasino, we’ve taken the extra steps to ensure that all transactions within our casino are safe and secure. We turned to one of the industry’s leading security providers to give us with the highest level of protection and safety on the Internet.

Our SSL certificate with Extended Validation from Thawte® protects our players confidential information with up to 256-bit SSL encryption – this is pretty much on par with what online banking provides! You can always be assured that your personal and banking details are 100% secure. To learn more about our security measures, please read more on our Security & Ethics page.

12) Can i travel and play overseas with EmuCasino?

Of course you can!

For your security we will only allow you to login from Australia or the country in which you registered in, this means that if you try logging in from another country you will be automatically locked out of your account.

If this does happen, not a problem, simply contact our Customer Support team with the country in which you will be travelling to and we’ll do the rest for you and unlock your account for access from those countries.

13) Can i practice and play for free?

In a word, Yes!

At EmuCasino we let you play with fun money on most of our games so you get your practice in before you decide to play the game with real money. You don’t even need an account, just find a game you like and simply click on the ‘Play’ button to load it up, in free play mode.

14) What is EmuCasino and where did it come from?

First established back in 2012, the site was completely re-launched in June 2015 with a much improved system and setup now able to give its players even more!

Best to check out the About Us section for a full rundown on EmuCasino and what we’re all about.