Empire.io Casino - Encerramento e confisco após autoexclusão.

I requested to self-exclude from this Casino, but in the meantime, due to my oversight, I deposited 0.931 BTC, as shown in the screenshot below.

The casino has closed my account and kept my deposit.

They are not even responding to my emails and messages.

Pedi a autoexclusao deste Casino, mas enquanto não foi feita, por lapso meu, depositei 0.931 BTC, conforme printscreen infra.

o casino fechou a minha conta e ficou-me com o depósito.

nem sequer respondem aos e-mails e mensagens.

Hello Dezanove19,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Empire.io Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when exactly did you request for the self-exclusion and how long after that did you deposit? Can you please forward the self-exclusion request you sent to the casino to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I've already sent everything by email.

I placed the order on chat and they said I had to send an email.

I accidentally deposited it about an hour later.

I don't care about my money, nothing more.

it ended up in the Empire.io wallet according to the screenshot I already sent.

Já enviei tudo por e-mail.

fiz o pedido no chat e disseram que tinha de enviar e-mail.

depositei sem querer cerca de uma hora depois.

ao quero saber do meu dinheiro, nada mais.

ele foi parar à carteira da Empire.io conforme printscreen que já enviei.

Hello Dezanove19,

When exactly did this deposit happen? Have your account been ever verified? If the exclusion was processed only a few days earlier, I would simply recommend to wait as every payment may take up to 14 days to be processed.

The deposit took place on 03/09 at 11:14 pm, one hour after self-exclusion.

Why doesn't Casino respond to me?

O depósito aconteceu dia 09/03 às 23:14, uma hora após a autoexclusao.

porque é que o Casino não me responde?

Thank you Dezanove19 for all the information provided so far. As we will require more details from the casino, your complaint will be now forwarded to my colleague Peter (peter.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Dezanove19,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Empire.io Casino to join the conversation and contribute to the resolution of this complaint.

It's very strange that they don't respond to anything! They don't say anything about my deposit, it was 0.931 BTC, which as everyone knows is rising!

It's a lot of money and I need it!

É muito estranho não responderem a nada! Nada dizem sobre o meu depósito, foram 0.931 BTC, que tal como todos sabem está a subir!

É muito dinheiro e preciso dele!

Hello Dezanove19,

I received pretty detailed evidence from the casino. After reviewing the evidence, I'm afraid I won't be able to help you. The data suggests that there were no transactions of 0.931 BTC from your wallet. Secondly, the transaction hash that you provided is incomplete and finally, the casino never received any funds from you after the self-exclusion. Unfortunately, your complaint will be rejected. If you disagree with our decision, please turn to the casino's gaming authority (https://casino.guru/licensing-authorities/curacao-license-4) for further assistance. I wish I could be of more help.

Best regards,

Peter