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.

Below we have divided all the frequently asked questions into various categories. Click on the category to view the set of questions and you might just find the answer to your question instantly.

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.

Click on “Reset your password by clicking here”. You will then see a form where you can enter either your username and or your email address.

You will then receive an email to your registered address with the link to reset your password. If you have asked us to reset your password, you will be emailed a new password which you can then login with “after we have done a security check”. It’s best to then change it again in your account from ‘Settings’) shortly after to something that only you know and can remember to improve your security.

2) 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.

3) 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.

4) How do I know if I can register from my country?

We are excited that you are trying to sign up for an account with us!

Click on the Sign Up button and select the Country to see a list of countries that can register at our Casino or you can always contact our Customer Support Team.

5) 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.

1) 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 5 times in a row
  • Username has been entered incorrectly more than 5 times in a row
  • 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.

2) How long does account verification take?

Submitting the documents takes no longer than a few minutes. Submitted documents are processed by our Security Team within a maximum of 24 hours provided all documents meet the necessary standards and requirements, however processing over the weekend may take longer. Our Payments & Security Team will be in contact with you via email once your account has been verified or when additional/new documents are required to fully verify your account.

If you wish to know more regarding account verification, see our Account Verification page or contact our Customer Support Team.

3) 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.

4) Can I upload my documents via live chat with your Customer Support Team?

This is something we strictly do not allow and it is a breach of compliance. As such, when you upload the documents, the Customer Support Team will delete them and you would need to then upload the documents all over again from your account on the Verification page.

5) How do I activate my account?

After registering, you will receive an activation email at the email address you entered during registration. Select the link in the email to activate your account.

If you do not see the activation email in your email Inbox, check your Spam, Junk, Archive or Trash folder. If the email is not in the folders, resend the activation email from your Profile. Should you not receive the email after clicking the resend email link, please contact our Customer Support Team.

1) 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:

  • Register an account at EmuCasino
  • Login to your EmuCasino account
  • Navigate within your EmuCasino account to the “Available Bonuses” tab
  • Click on “Deposit”
  • Choose your preferred payment method and make the deposit when you make your deposit.
  • The bonus should then reflect in your account.

Claiming a bonus voucher code:

  • Register an account at EmuCasino
  • Login to your EmuCasino account
  • Navigate within your EmuCasino account to the “My Bonuses” tab
  • Look for “Enter voucher code”
  • Enter the relevant bonus voucher code into the empty field and click submit.

Find out more details on all EmuCasino promotions and bonuses here

2) 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 free spins 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 normally only valid for 3 days after awarding.

3) How do I earn EmuPoints?

Players can earn EmuPoints in numerous different ways:

– Registration: Collect 1,000 EmuPoints to start with, from simply registering an account.

– Games wagering: For every $10 stake on a slot game or online scratchie, players earn from 9 to 14 points, depending on their VIP level. For every $10 stake in any other games, players will collect 1 EmuPoint. Platinum or Elite players are awarded 2 EmuPoints per $10 stake. Find out more about how are loyalty levels work in our VIP club here.

– Daily Login and play: Players can collect 200 EmuPoints, for simply logging into their your account each day and playing on real play games with the condition of wagering $50 within 15 minutes of login.

– Deposit: On every deposit of $100 or above, players will earn 500 EmuPoints.

– More ways to collect points coming soon.

For further information on funding your EmuCasino account, see our EmuPoints and EmuShop page or contact our Customer Support Team.

4) Why is my bonus request declined?

At EmuCasino, we do value and appreciate the deposits made by our customers and we do add bonuses based on significant amount of deposits made. However, we also have procedures in place where we are unable to add any more bonuses after a certain limit.

5) How do I check my bonus details?

All of our bonuses will have wagering, max bet amount, withdrawal limit and also expiry dates. If you want to know these details, kindly look under you your account Profile > Bonuses > More Info.

6) Why does the bonus status appear as Failed/Forfeited in my account history?

Oh no!

That means the bonus have either expired or forfeited and the amount appears as $0.00 as the bonus is no longer valid.

7) Why I didn’t receive promotion emails?

Emails related to promotions are sent by the Marketing Team depending on how active the players are for the week and also the amount they have wagered. So we encourage you to keep an eye out on your email for any of our upcoming promos. Do check your Inbox and also other email folders because we don’t want you to miss our awesome promos.

1) How can I transfer funds into my EmuCasino Account?

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

Depending on where you are based, we accept over 12 different transfer methods including:

  • All types of Visa and MasterCard
  • Skrill
  • Neteller
  • EcoPayz
  • UPayCard
  • Bitcoin
  • Paysafecard
  • Flexepin
  • Neosurf
  • Instant Banking
  • Instadebit

What’s more, all transfers to your EmuCasino Account are completely free! For further information on funding your EmuCasino Account, see our Deposit page or contact our Customer Support Team.

2) How do I cash out when I win?

When you are logged into your EmuCasino account, click the ‘Withdraw’ button located on the top right side of your screen, 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 10 different transfer methods including:

  • All types of Visa and MasterCard
  • Skrill
  • Neteller
  • Ecopayz
  • UPayCard
  • Bitcoin
  • Neosurf
  • Instadebit
  • 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.

3) 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 or MasterCard and once your identity has been approved you will receive your funds within 7 working days. For Skrill, Neteller or Bitcoin, transfer time is instant from time of approval.” For Bank Transfers/EFT withdrawals, this can take up to “7-10 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, see our Cash Out page or contact our Customer Support Team.

4) Why are my withdrawals and documents not processed and they have been more than 24 hours?

We offer a variety of online games of chance and winnings are random and at an unspecified time. Due to the nature of such unpredictable events, withdrawal requests and documents may spike resulting in a longer than usual processing time, processing may also take longer over the weekend. We manage such volume surge by deploying additional resources to ensure your items are processed as soon as possible.

5) Can I use third party card to make a deposit?

It is strongly advised that customers ONLY ever use deposit methods registered to them. When verifying a customer’s account, any deposit methods used that are not registered to the customer, will likely require further checks, authorization and notarized documentation. Any usage of payment methods that are not registered under your name may result in non-payment of winnings.

6) How do I know if my withdrawal has been accepted?

The withdrawal status on your statement will be reflected as “Accepted” with the date and time.

7) What should I do if I deposited and the amount is not reflected in my EmuCasino account?

Even though your deposits should normally reflect immediately however there are times when the unexpected happens. If your transaction appears to be Pending especially for deposits via card, we would suggest players to wait for the transaction to be reflected in your account or appears as Finalised.

Why did this happen? Well, it could be due to many reason(s) and if the transaction is not reflected after a certain time, please contact our Customer Support Team.

1) 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.

2) 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 for Fun’ button to load it up, in free play mode.

3) How to check if there are new game release?

We offer a large portfolio of great games however we do bring in new Pokie games if they are impressive enough to be included in our gaming library. When we add a new game provider, we will normally publish the promo banner (on the carousel slider) on our homepage with more information.

4) Can I check what game(s) did I play?

Of course you can!
Go to your Account History under Game play and you will be able to filter the date and check the list of game(s) you played.