MyEmpire Casino - A conta do jogador foi encerrada e os fundos estão retidos.

MyEmpire Casino closed my account without providing a clear reason. They are acting as if they intend to pay my remaining account balance of €2,420.45, but in practice, they are refusing to process my KYC documents.

I have been waiting for my account verification for 83 days!

If needed, I can forward more email evidence to Casino Guru arbitrator. One print PDF of the most recent email is attached already.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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

• What types of games did you play at this casino?
• When exactly was your account blocked? Please forward me the email you received from the casino after your account was closed at veronika.f@casino.guru.
• Could you please forward me the documents that you sent to the casino for your KYC verification?

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

I played blackjack and video poker, maybe a bit of slots too. I can't remember with 100% certainty anymore. I don't have access to the account anymore, so I could recheck.

The moment my account was already inaccessible, this was the email conversation that followed, March 6-7, 2026:

....

Hello,

I would like to request withdrawal(s). I can't log into my account right now because it's inaccessible. My balance should be €2420,45 at the moment.

Kindly let me know how many €500 withdrawal requests you could initiate at this time. The method can be the same as last time.

Best regards,

....

Dear .....,

Thank you for contacting the MyEmpire.com support team.

Kindly note that only 3 withdrawals can be active at any given time per account.

If you have additional questions, please feel free to contact us via email support@MyEmpire.com or via Live Chat.

Yours sincerely,

MyEmpire.com support team

....

Yes, I know. My request was, could you initiate a withdrawal for me now? I would like to withdraw €500 by my last used method.

Kind regards,

....

...

Dear .....,

Thank you for contacting the MyEmpire.com support team.

Unfortunately, we’re not able to initiate a withdrawal on your behalf. For security reasons, withdrawal requests must be submitted directly from your account.

If you have additional questions, please feel free to contact us via email support@MyEmpire.com or via Live Chat.

Yours sincerely,

MyEmpire.com support team

....

I received this on March 20:

We would like to request the following documents and information in order to verify your account:

- Photos of both sides of your identity document,

-Selfie photo of yourself,

-Please provide the transaction history of your Jeton wallet for the period of 03.01-03.02, you can click the arrows to expand the transactions in order to see the detailed information needed.

-Mifinity: Please provide 4 separate screenshots of your Mifinity account: Personal, Profile, Address, Wallet Number.

-Please provide the transaction history for the MiFinity account for the period of 03.01-03.02 in PDF format. All incoming and outgoing transactions made must be visible

-Kindly upload a transaction history in PDF of your Neteller account for the period 08.01-08.02 where are visible all your transactions and deposits made to our casino.

-Please upload a Selfie photo holding ID document against the background of our website (casino name to be visible) It should look like this - https://prnt.sc/i0vu4rbTuJ0r

We kindly ask you to make sure that the photos you send are of good quality and readability, all four corners of any documents are fully visible, and that documents are sent in the format of photos, not scan copies. Thank you in advance!

Please send all necessary documents to support@MyEmpire.com, indicating your login in the of the e-mail.

You can rest assured that any information you share with us will be treated confidentially and will not be disclosed to anyone outside of our Casino.

If you have any additional questions, please do not hesitate to contact us via email support@MyEmpire.com or via Live Chat.

Best Wishes,

MyEmpire.com

Financial Department

I replied to this email on March 22 with all the requested documents attached.

After this MyEmpire Casino refused to verify my account and didn't even continue asking for any corrections or changes to my documents.

I will forward the same KYC documents I sent them to veronika.f@casino.guru now.

Dear tmstms

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.v@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello tmstms,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear MyEmpire Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Dear Player,

Thank you for contacting us.

We would like to inform you that the relevant department is currently reviewing your case.

Rest assured that we will notify you promptly once there is an update.

Kind regards,

MyEmpire Casino Team

Dear MyEmpire Casino,

We are waiting to hear from you.

Dear Player,

Thank you for contacting us.

We regret to inform you that your account was closed as per an administrative decision.

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:

9.3 We reserve the right from time to time to conduct a game play review/review the customer`s betting activity to verify compliance with the Terms. If, upon such a review, it appears that the customer is participating in strategies, taking advantage of any software or system bug or failure, or participating in any form of activity that we, in our sole and complete discretion, deem to be abusive, we reserve the right to revoke the entitlement of such customer to any promotions awarded, to void any winnings obtained from the promotion, to prevent entitlement to other promotions or to close the customer account.

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 confiscate the real money balance of your account;

Regarding your remain balance of 1,920 EUR, we would like to confirm that these funds will be released for a refund as soon as your account verification process is successfully completed.

To finalize this process, we kindly ask you to provide the following documentation by replying directly to this email:

MiFinity Transaction History (03.01.2026 – 03.02.2026): The original, official PDF statement downloaded directly from your MiFinity account.

Jeton Transaction History (03.01.2026 – 03.02.2026): The original, official PDF statement downloaded directly from your Jeton account.

Jeton App Screenshots: Clear screenshots of these transactions taken directly from inside your Jeton app and saved as a PDF (do not send the app's default downloaded statement for this specific requirement).

Thank you for your cooperation and patience. Once these documents are received and verified, we will move forward with your refund.

 We hope this helps clarify the matter for you.

Kind regards,

MyEmpire Casino Team

First of all, before looking more into this, MyEmpire Casino's response here, the account balance that I remember wasn't 1920 EUR, but more. I would like the casino to provide proof that the mentioned amount is true.

Drawing attention to this inconsistency:

Originally, MyEmpire asked from Jeton, this:

-Please provide the transaction history of your Jeton wallet for the period of 03.01-03.02, you can click the arrows to expand the transactions in order to see the detailed information needed.

Now the request is more obscure as it has two different items:

-Jeton Transaction History (03.01.2026 – 03.02.2026): The original, official PDF statement downloaded directly from your Jeton account.

-Jeton App Screenshots: Clear screenshots of these transactions taken directly from inside your Jeton app and saved as a PDF (do not send the app's default downloaded statement for this specific requirement).

I don't have any better information about what the additional request for "Jeton App Screenshots" really means now.

---

I don't see any relevance to how my account would connect to those clauses 9.3 and 9.4. I just played on their website like any other player, I guess. My stance is still that the claims are only fabricated, but I'm not sure about the motivation, since taking this action and deducting maybe a few hundred from my total balance, if I really get my withdrawal in the end, doesn't sound like rational behaviour.

Dear Player,

We are contacting you to clarify the requirements for your account verification.

Please note that we cannot accept screenshots that have been converted into a PDF. We require the original, system-generated PDF statements downloaded directly from your payment providers.

To download the correct official statement from Jeton, please log into your account and navigate to:

Profile ➔ Documents and Statements ➔ Select Period (03.01.2026 – 03.02.2026) ➔ Print/Download to PDF

Please resubmit the original PDFs for both your MiFinity and Jeton transaction histories covering the period from 03.01.2026 to 03.02.2026.

• Log in to your Jeton Account.
• Navigate to your desired account section (e.g., Jeton Card for card statements or your main Wallet balance).
• Locate the Statement or Statement History button.
• Select your preferred Date Range.
• Choose PDF as the file format and click download

Regarding your actual remaining balance, our relevant team is currently reviewing the details, and we will get back to you with a clarification as soon as possible.

Thank you for your time and assistance.

Kind regards,

MyEmpire Casino Team

Dear tmstms,

Can you proceed according to the casino's instructions, or are there any additional limitations and/or questions on your side?

In response to MyEmpire Casino’s last message here:

"Profile ➔ Documents and Statements ➔ Select Period (03.01.2026 – 03.02.2026) ➔ Print/Download to PDF

Please resubmit the original PDFs for both your MiFinity and Jeton transaction histories covering the period from 03.01.2026 to 03.02.2026."

I currently have my Jeton account open, but it does not have any "Profile ➔ Documents and Statements" section. I only use Jeton on my computer, not on my phone.

My follow-up question is this:

Does the casino genuinely not know how to obtain transaction histories from Jeton, while still trying to guide me, or at least acting as if they are guiding and helping me?

Or do they know very well that they are giving misleading and incorrect guidance, but are doing so purposely in order to appear as if they are being helpful?

Nevertheless, I have provided MyEmpire with the original PDF transaction histories downloaded directly from my Jeton and MiFinity accounts both for the requested time period, multiple times, and in various messages.

The latest example was my email sent on June 26 to complaints@myempire.com.

This refusal to communicate, combined with acting as if they are "helping," already resembles classic non-payment tactics from the casino’s side.

What do you say, Michal?

Dear Player,

Thank you for your ongoing cooperation. We are reaching out with an update regarding your verification and account balance.

First, please be advised that screenshots converted into PDFs cannot be accepted for verification. We require the original, system-generated PDF files downloaded directly from your payment processors. Please re-download and submit the transaction histories for both MiFinity and Jeton for the period of 03.01.2026 – 03.02.2026.

For Jeton, you can obtain the original file by logging in, navigating to your statement history under documents, selecting the requested date range, and downloading it directly in PDF format.

Secondly, our financial team has reviewed your account history and confirmed that no deductions have taken place. Your current, actual remaining balance is exactly 1,920 EUR.

Once we receive the correct PDF documents, we will move forward with your account review.

Best regards,

MyEmpire Casino Team

Dear Player,

To clarify the difference in your balance, please be advised that a withdrawal of 500 EUR was successfully completed on our end on March 6, 2026 (following your request on February 7, 2026).

Taking this completed transaction into account, your actual remaining balance is 1,920 EUR instead of 2,420 EUR.

Thank you for your cooperation and understanding.

Best regards,

MyEmpire Casino Team

Dear MyEmpire Casino,

We would greatly appreciate it if you could provide us with clarification regarding the concerns raised about the statements submitted by the player on June 26th. If there are any specific areas where you find the statements to be lacking, please do not hesitate to share those details with us. Your assistance in this matter is invaluable to us.

Dear Casino Guru Representative,

Thank you for following up on this case.

Please be advised that we cannot locate any emails from the player on the referenced date of June 26. Our last recorded communication from them was on June 19 regarding their verification documentation.

Following that receipt, we reached out to the player twice to clarify exactly what was incorrect with the provided documents, but we have not received a response since.

To help move this process forward, we would like to reiterate our verification requirements so the player can provide the correct files:

No Converted Screenshots: Please note that standard screenshots converted into PDF format cannot be accepted for verification.

Original PDFs Required: We require the original, system-generated PDF files downloaded directly from the payment processors.

Required Accounts & Timeline: The player needs to re-download and submit the official transaction histories for both MiFinity and Jeton covering the period from 03.01.2026 to 03.02.2026.

How to obtain the Jeton statement: The player can acquire the original file by logging into their Jeton account, navigating to the statement history under "Documents," selecting the requested date range, and downloading it directly in PDF format.

Thank you for your assistance and understanding in helping us resolve this matter.

Kind regards,

MyEmpire Casino Team

Dear tmstms,

Could you resend the email from the 26th of June, since the casino claims they did not receive anything from you on this date? You can CC me in the email, so we can be sure it was sent to the correct email address.

The email was sent to complaints@myempire.com. This was the exact email address from which the request for the KYC documents was made, and I replied directly to that address, naturally. I have never redirected or changed the communication to any other email address.

I am now resending the documents once again. This time, I have also added the following recipients:

support@myempire.com

michal.v@casino.guru

The subject line of the resent email is:

"Fw: Re: [MyEmpire] Re: Regarding Your Request"

This behavior resembles a non-payment-tiring tactic on the casino's side; do you think so, Michal?

Dear Player,

Thank you for providing the requested documentation.

We have forwarded it to the relevant team for review and will notify you when there is an update.

Kind regards,

MyEmpire Casino Team

Dear MyEmpire Casino,

Thank you for the confirmation. We will be waiting for your updates.

Dear Player,

We are pleased to inform you that your account has been successfully verified.

In order to proceed with the refund of your remain balance, we kindly ask you to provide the following details:

Full Name (please provide all names, including middle name)

Email

Name of the owner of the bank account

IBAN

BICits germany

Bank name

Bank location (country)

Once we obtain this information, we will proceed with the payment process.

If you have any additional questions, please do not hesitate to contact us.

Kind regards,

MyEmpire Casino Team

Dear tmstms,

Please proceed according to the casino's instructions. If you decide to post the information here, I will mark your message as sensitive, so it will be visible only to you, to me, and to the casino.

I have sent MyEmpire Casino my bank details. I'm waiting for the payment now.

Dear MyEmpire Casino,

We are waiting to hear from you.

Dear Player,

Thank you providing us with payment details.

We are pleased to inform you that we have successfully scheduled the refund of your remaining balance, which will be processed on July 30, 2026.

Please note that, depending on the payment method used and your bank's processing times, it may take 3 to 5 business days from the processing date for the funds to reflect in your account.

Thank you for your patience throughout the process. We consider the matter resolved.

Best regards,

MyEmpire Casino Team

Dear tmstms,

Please let me know as soon as you receive the payment. I will keep the complaint open until then.

No payment received yet

I have received a withdrawal of 1920 EUR from the casino now. I would like to ask from MyEmpire Casino, why I didn't get the full balance 2420 EUR? Would it be possible to get my gameplay history, at least for the last month or some weeks before my account closure, so that I can verify the full balance was actually 1920 EUR not 2420 EUR as I remembered, thank you.

And if there was some deduction, could the casino kindly specify the reason for it?

Dear tmstms,

The casino had already explained this difference in their post from the 8th of July:

"Dear Player,

To clarify the difference in your balance, please be advised that a withdrawal of 500 EUR was successfully completed on our end on March 6, 2026 (following your request on February 7, 2026).

Taking this completed transaction into account, your actual remaining balance is 1,920 EUR instead of 2,420 EUR.

Thank you for your cooperation and understanding.

Best regards,

MyEmpire Casino Team"

Could you kindly confirm if this complaint could be closed as resolved?

Correct. All ok then. I got my money finally fully out of the casino. It was a long-lasting struggle, but now it's over. I will click Issue resolved. Thank you so much for the arbitration, Michal.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear tmstms,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal