MyEmpire Casino - A conta do jogador foi encerrada sem motivo.

My account January 2024 was reset, Without information or warnings and above all without valid reason. I do not find it is not right it is not legal and I ask that more 6000 euros return to my gaming account. 05.05.2024 I won 7000 euros after a few days my account found disabled. June I started sending documents - to the department of card verification both Polish and Italian identity. I have Polish citizenship but I am resident in Italy, electricity bill internet bill at home, selfie credit cards, current and historical account statements always not enough apart from each response it took weeks in so much my words confirm more than 25 emails sent and a little less received. last emails 29.12.2024 I requested to delete ATM cards on my account and replace with new ones / 08.01.2025 sent reminder / I had theft on the account / consequently old cards were replaced with new ones unfortunately zero response from my Empire. However January 2025 I suddenly found an open account but money 0.00. Balance zeroed without Through live chat I found information that the reason for the account zeroed and deactivated and lack of requested documents .And crazy a huge lie they say email-e and then what activity could I do with a disabled account?

Mio account gennaio 2024 stato azzerato, Senza informazioni o avvisi e sopra tutto senza motivo valido .Non trovo non e giusto non è legale e chiedo che piu 6000euro ritorna sul mio conto di giocho. 05.05.2024 ho vinto 7000euro dopo pochi giorni mio account trovato disabilitato.Giugnio Ho cominciato mandare documenti -a dipartimento di verifica carta l'identità sia polacca sia italiana.ho cittadinanza Polacca pero sono residente in Italia ,boletta della luce bolletta internet a casa, selfi carte di credito, estratti conto sia corrente sia storici sempre non sufficiente a parte ogni risposta ci vuoleva le settimane in tanto mie parole confermano più 25email inviate e poco meno ricevute.ultime email 29.12.2024ho richiesto eliminare carte bancomat su mio account e sostituire con nuove /08.01.2025 inviato sollecito/avevo furto sul conto/di consequenza vecchie carte state sostituite con nuove pultroppo zero riscontro da parte my Empire.Pero Genaio 2025 ho trovato improvviso account aperto però soldi 0,00.Saldo azzerato senza Tramite chat al vivo trovato informazioni che motivo di conto azzerato e disattivata e mancanza documenti richiesti .E folle una enorme bugia dicono email-e e poi che attività potevo fare con account disabilitato?

Dear Bea27010592,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format?

Was your casino account balance reset this January?

Has the casino given a specific reason for this reset?

Did someone hack your account?

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

Best regards,

Dominika

Dear Bea27010592,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Docs sent via email empire.com"> are: Photos and Selfies the card the identity both Italian and Polish / I have Polish citizenship but I have been resident in Italy for 22 years / Photos and selfies credit cards. Current and historical account statement requested on two cards. Electricity bill of the house where I live, wifi internet bill at home. Last docs requested and sent again mod.PDF go up 15.12.2024 and are selfies credit cards and historical transactions. / Balance was reset January 2025. Suddenly at the end of January I found my account enabled but with a balance of 0.00 / was disabled from May 2024 to January 2025. Until today the mess has not provided me with any information indeed since 08.02 I have asked for explanations but I am ignored, from Empire.com no information, live chat instead always kind they tell me every time they make a request and I have to wait for feedback. I do not see anyone hacked on my account.

Doc.inviati tramite email support@myempire.com sono:Foto e Selfi la carta l'identità sia italiana sia polacca/ho cittadinanza Polacca pero sono residente in Italia da 22anni/ Foto e selfi carte di credito .Estratto conto sia corrente sia storico richiesti su due carte.Boletta del energia elettrica di casa dove sono residente,boletta internet wifi a casa.Ultime doc richieste e inviate nuovamente mod.PDF salgono 15.12.2024 e sono selfi carte di credito e transazioni storici. /Saldo stato azzerato genaio 2025.Improviso fina genaio ho trovato mio account abilitato però con saldo 0,00/stato disabilitato dal maggio 2024 al genaio 2025.Fina oggi il casino non mi fornito nessun informazione anzi da 08.02 ho chiesto spiegazioni però sono ignorata,da support@myEmpire.com nessun informazioni,chat al vivo invece sempre gentili mi dicono ogni volta che fanno sollecito e devo aspettare per riscontro.Non mi risulta nessun hackerato sul mio account.

Dear Bea27010592, could you please share your communication with the casino regarding the account? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I sent some emails directly to your email address

Ho inviato un po email direttamente sul Vostro indirizzo email

Dear Bea27010592, I have not received any emails from you.

Strange, I sent them to the address provided to me and they appear to have been sent correctly on 03/06/25

Strano, le ho inviate all'indirizzo a me fornito e risultano inviate correttamente il giorno 6/03/25

If you don't find it please indicate me another way that I can send it to you thanks.

In caso se non trovate per favore indicate mi altro modo che posso inviarvi grazie.

I apologize, I made a mistake with the name instead of k I wrote c. This is probably the reason why you did not receive any emails. I have sent some back now, I hope they arrive

Chiedo scusa ho sbagliato sul nome invece k ho scritto c .probabilmente questo e motivo che non arivati nessun email. alcuni ho rinviato adesso spero che arrivano

Thank you very much, Bea27010592, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you Bea27010592 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask MyEmpire Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Thanks, let's hope for the best.

Grazie speriamo bene.

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.

I guess they don't answer, they either give me an answer that is so out of question or they ignore me without an answer on live chat they can't help me they tell me I can only contact by email. I don't know where else I can do it if there is another way I ask for advice where? Thank you so much.

Suppongo che non rispondono, a me o danno risposta talmente fuori domanda oppure me ignorano senza risposta su chat al vivo non possono aiutarmi mi dicono che posso contattare solo tramite email. No lo so dove altro posso svolgermi se esiste un altro modo chiedo consigli dove ?Grazie di cuore.

Dear Bea27010592,

We sincerely apologies for your experience. 

We kindly request you and Peter to please give us some more time we are checking your case with our relevant departments and we will try our best to help you in this situation at the earliest as possible.

Thank you for being so patient with us! We really appreciate it.

Best regards,

MyEmpire team.

Hello Peter,

We have sent an email to you and we are waiting for your update. Thank you!

Best regards,

MyEmpire team.

Thank you for providing me with the information MyEmpire Casino representative.

Dear Bea27010592, according to the information provided by the casino, you have used a card not belonging to you to deposit into the casino. It is an industry standard that each person may only operate one account in their name using their own funds. Can you clarify why you have used a card belonging to someone else to deposit into the casino? Thank you in advance!

By email I am trying to send you answers obtained from casinos recently

Tramite email Vi cerco mandare risposte ottenute da casino di recente

Hello Bea27010592,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Bea27010592, I apologize for the lack of response. I was out of the office due to an injury.

While I understand you have used the card with the consent of your daughter, it created a situation that raises concerns. There are anti-money laundering regulations that the casino needs to adhere to. As this is an industry standard, we choose not to go against it and can only recommend using cards and funds belonging to you only to prevent situations like this in the future. I understand this isn't a satisfactory solution to your issue, and I am sorry I could not be of more help on this occasion. Thank you for your understanding.

Best regards,

Peter