MyEmpire Casino - O encerramento da conta do jogador está sendo contestado.

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 your complaint. I’m sorry to hear about your negative experience with MyEmpire Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues, including the original correspondence from the casino awarding you a refund? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings MyEmpire Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

Dear valitusvirsi,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru

We’ve reopened this complaint at the request of valitusvirsi. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message: (translated)

Hi. Can we reopen this case? I don't have a copy of the message I sent them where I first requested that my game account be closed. But here are a few messages, in case they're of any help.

Dear valitusvirsi,

Has the casino processed the refund to you?

Could you please specify when you spent the remaining 1000€ that the casino didn't offer to refund you?

Looking forward to your reply.

Hi. Here is the current situation. First they agreed to pay only €200 even though the correct amount is €1200. Now they agree to pay the full amount but again it is taking them a really long time. Four days have passed since the last message and I still haven't received a response from them that the payment has been made.

Hei. Tässä tämän hetken tilanne. Ensin he suostuivat maksaa vain 200€ vaikka oikea summa on 1200€. Nyt he suostuvatkin maksamaan koko summan mutta taas heillä kestää tosi kauan. Neljä päivää on kulunut viimeisimmästä viestistä ja en ole vielä saanut heiltä vastausta että maksu on tehty.

Thanks for the update.

From our perspective, refunds can often take longer to process, since the process might involve other third-party processors.

We'll set a timer for 2 weeks, and if the casino won't process your refund, we'll investigate further.

Looking forward to any news from you.

Hi. First time they offer me the full refund (1200€) was 10th of July and i responded to it with my bank details. Then they sent new message but same contents on 15th of July and i accepted it. After that i haven't heard anything from them. When i go to myempire chat and ask about this, they say that this matter must be handled via email. How can I finish this while they don't answer to my emails.

Hi. I haven' heard anything from then since 15th of july. This is getting pretty ridiculous.

Dear valitusvirsi,

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, Igor (igor.p@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,

Tomas

Dear valitusvirsi,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the MyEmpire Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a MyEmpire Casino representative to join this conversation and participate in resolving this complaint.

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 for providing the information.

Dear valitusvirsi,

Thank you for reaching out.

After a careful review, we would like to inform you that we still didn't receive the required bank details.

We kindly request to provide them as soon as possible in order to proceed with the payment.

Thank you for your cooperation.

Kind Regards,

MyEmpire Casino Team

Dear MyEmpire Casino,

The player posted their bank details in the message above.

Please let us know once there is any news to share.

Dear valitusvirsi,

We are pleased to inform you that your payment is in process.

Thank you for your cooperation and patience.

Kind Regards,

MyEmpire Casino Team

Dear MyEmpire Casino,

Thank you for your update and for informing us that the payment is being processed.

Do not hesitate to let us know once it is fully processed on your side.

Dear valitusvirsi,

If you receive your refund in the meantime, please inform us.

You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Job done, thanks to all parties involved.

Homma hoidettu, kiitos kaikille osapuolille.

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

Dear valitusvirsi,

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,

Igor