MyEmpire Casino - A conta do jogador foi encerrada após uma grande vitória.

Hello everyone,

Recently, (2 months ago) I hit a max win on Reapers with 0.25€ bet (5000€ total).

Long story short, I immediately began the withdrawal, the first 2000 were withdrawn without problems, after that, they asked for an authorization, which is more than fair, and I provided them with the necessary files. As I was waiting for the process, I tried to sign in and my account was suspended with 3000€ inside.

I sent them messages, and only when I said that I will take it to a court, they responded by saying that I breached the Terms and Conditions. I asked them which exactly and the answer they provided was (excuse my language) complete nonsense, as I've never given my account to someone else or made a deposit from a different bank account.

Dear Xionks,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify if your identity documents were approved during the KYC verification, or if your account was blocked due to unsuccessful verification?

Which documents did you send to the casino for KYC?

Could you kindly forward me the entire email you received from the casino after your account was closed? My email address is veronika.l@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

The files that were verified were my ID, my address, my photos and my credit card.

Every document except the e-statement from my bank was approved, although I asked beforehand if I could send them the e-statement and they told me that I could.

Also, the reason why my account was suspended was supposedly because I logged in too many times using the wrong password.

Thank you for your email. However, I will need the complete copy of the email you received from the casino, where they explicitly mention the Terms and Conditions you allegedly breached.

While I appreciate the two screenshots you’ve already shared, it’s important for us to review the email in its original format to ensure we have all the necessary details.

Thank you for your cooperation. I look forward to your response.

Thank you for time again.

I just send you on email the whole conversation that I had with them with every email.

Hope it helps.

Thank you very much, Xionks, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you Veronika.

I appreciate your assistance, should I wait for a message from Michal, or is there anything I need to do?

Hello Xionks,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite MyEmpire Casino to join the conversation.

Dear MyEmpire Casino,  

I would appreciate it if you could clarify the reasons behind the closure of the player's account and the status of the remaining funds, which have not yet been disbursed. If this matter pertains to possible rule violations, I kindly request any evidence that substantiates the claims regarding the player's alleged breaches of your terms and conditions. Please feel free to send the information alongside the supporting evidence to me at your earliest convenience at michal.k@casino.guru

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Alright, but even if they do get their ratings down. They still have my money and they don't seem to care to give them back. Let them have a high rating for all I care.. I just want what is rightfully mine, that's all.

Hello Xionks,

We would like to draw your attention to the following point of the General Terms and Conditions, which you accepted when creating your account on our website:

6.21 :- Transfer of funds between customers in any form is strictly prohibited. The Company reserves the right to block all the accounts involved in transfers, deduct any winnings and report such activity to the relevant authorities.

9.1 :- The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

•  engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;

•  colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;  

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

• immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation;

• permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites;

• void any winnings obtained, cancel any pending withdrawals and refund the last deposit made into the account;

We hope this helps clarify the matter for you.

Best Regards

MyEmpire Team.

Dear MyEmpire Team,

Please forward any evidence of the above-mentioned to me at michal.k@casino.guru

Hello Michal,

We have shared the evidence to you via email.

Waiting for your update!

Best wishes,

MyEmpire Team.

Thank you for the information and evidence provided, MyEmpire Team.

Dear Xionks,

I have now gathered information and evidence from the casino team to understand the situation. Upon careful examination of the gathered materials, it appears that the actions taken by the casino team were consistent with their established rules, and violations of rules have indeed been identified, as previously noted and communicated via email to you by the casino team.

Based on this, we regret to inform you that we must reject this complaint, as it is considered unjustified.

I apologise for not being able to assist you further in this matter. If you experience any issues with this or any other casino in the future, please do not hesitate to contact us, and we will try our best to help.

Best regards,

Michal

Casino Guru