MyEmpire Casino - O nível da conta do jogador foi rebaixado.

Good evening. I have been a player at this particular casino for several months. I have incurred many losses. Despite this, the casino offers account tiering from level 1 to level 5. Over time, I reached level 4 and even spent some days at level 5. At these levels, withdrawals are much more immediate and the withdrawal amount can be up to 1500€ per day. Recently, I started winning on my account and began making withdrawals. Suddenly, my balance reached approximately 8000€. However, when I went to withdraw 1000€, which was allowed at level 4, I discovered that my account had been downgraded to level 1. So, just after I finally won a respectable amount and started making withdrawals, my account was downgraded, limiting my withdrawals to 500€, and I lost all the privileges I had—such as VIP bonuses, management, and fast withdrawals. Is this how this casino rewards a good and loyal player? Shame on them!

Καλησπέρα. Είμαι για αρκετούς μήνες παίκτης του συγκεκριμένου καζίνο. Είχα πολλές απώλειες. Παρόλα αυτά το καζίνο δίνει διαβαθμίσεις στο λογαριασμό από το επίπεδο 1 έως το επίπεδο 5. Τόσο καιρό έφτασα να είμαι στο επίπεδο 4 και μάλιστα για κάποιες μέρες στο επίπεδο 5. Όπου οι αναλήψεις γίνονται πολύ πιο άμεσα και το ποσό της ανάληψης φτάνει τα 1500€ ανά ημέρα. Πρόσφατα άρχισα να έχω κάποιες νίκες στο λογαριασμό μου και ξεκίνησα να κάνω αναλήψεις. Ξαφνικά έχω φτάσει το ποσό των 8000€ περίπου στο λογαριασμό μου. Ταυτόχρονα όμως ανακαλύπτω πηγαίνοντας να κάνω ανάληψη 1000€ που μου επιτρεπόταν στο επίπεδο 4 , ότι έχουν υποβαθμίσει το λογαριασμό μου στο επίπεδο 1. Δηλαδή μόλις κέρδισα επιτελουσ Ένα σεβαστό ποσό και ξεκίνησα να κάνω αναλήψεις μου υποβάθμισαν το λογαριασμό μου περιόρισαν τις αναλήψεις στα 500€ και φυσικά έχασα κάθε προνόμιο που είχα. Δηλαδή μπόνους vip διαχείριση καθώς και γρήγορες αναλήψεις. Ετσι ανταμείβει αυτό το καζίνο έναν καλό και πιστό παίκτη; Ντροπή τους!

Dear johnakis2072,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MyEmpire Casino. We regret to inform you that we are unable to compel casinos to upgrade your player's status or suggest that they provide you with loyalty rewards. It is important to note that casinos are not obligated to offer any benefits to their players and may exclude individuals from their loyalty program without prior notification. While we understand the importance of keeping customers informed about any changes that may impact their player experience, we do not intervene in these matters and allow casinos to make their own decisions regarding who receives loyalty rewards and who does not.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you accumulated your winnings with the help of a bonus?
• Are any withdrawals pending on your account?
• Are you able to withdraw your winnings according to the new withdrawal limit without issues?

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I earned this money without bonuses. Now as far as level 4 withdrawals were concerned the withdrawals were done exactly the next day. Now I know it will take over a week to complete. I already have 3 withdrawals of €500 pending and an additional €8125 in my account.

Τα χρήματα αυτά τα κέρδισα χωρίς μπόνους. Τώρα όσον αφορά τις αναλήψεις στο επίπεδο 4 οι αναλήψεις γίνονταν ακριβώς την επόμενη ημέρα. Τώρα πλέον ξέρω πως θα παίρνει πάνω από εβδομάδα για να ολοκληρώνονται. Έχω ήδη 3 αναλήψεις των 500€ σε αναμονή και επιπλέον 8125€ στο λογαριασμό μου.

Thanks for the explanation.

Could you please share screenshots of the recently requested unprocessed withdrawals?

If you have any recent communication between you and the casino saved where you discuss your VIP status or unprocessed withdrawals, please forward it to me or share screenshots here.

My email is tomas@casino.guru

I have forwarded you some screenshots.

Σας έχω προωθήσει κάποια στιγμιότυπα οθόνης

Thanks for your emails.

I went through the provided information.

Could you please describe what your gaming activity was like in the last 90 days in this casino to your knowledge? (deposits, withdrawals, bonuses)

Was any of your withdrawals processed since your last post?

Please let me know.

Dear johnakis2072,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.