MyEmpire Casino - O saldo da conta do jogador está faltando.

I deposited €100 with a 200% bonus (non-sticky), which increased my balance to €300. I then closed the site, intending to play again later. When I tried to log back in, my account was empty, despite my email address being linked. Even my payment history was gone. The account is essentially reset. I contacted support seven times, each time for 30 minutes, but they refused to help. I also received an email confirming my account was simply empty. I have proof of my transaction ID and the balance I had, yet they still claim they can't link my account. The €300 is now gone. I can't log into my "real" account using my username either. A duplicate account is impossible since I was able to log in with my single email address.

Ich zahlte 100 euro ein mit einem 200% bonus (non sticky) mit den 100 euro kam ich auf 300 euro, und schloss die Seite um zu einem späteren Zeitraum erneut zu spielen... als ich mich wieder einloggen wollte kam ich auf ein leeres Konto TROTZ meiner email, selbst der zahlungsverlauf ist gelöscht. Das konto ist quasi wie zurück gesetzt... ich wurde vom support nach 7 mal 30 minuten jedesmal abgewiesen sie könnten nicht helfen. Auch über Email bekam ich die rückmeldung mein konto sei einfach leer... ich habe einen Beweis dank meiner Transaktionsid + dem guthaben das ich hatte, und trotzdem können Sie mein Konto angeblich nicht zuordnen... die 300 euro sind nun leider einfsch weg. Per benutzernamen ist der login in mein "richtiges" konto auch nicht möglich. Ein doppelkonto ist auszuschließen da der LOGIN funktionierte mit meiner nur einzigen email....

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 I can better understand the situation.

• Do I understand correctly that you have access to your player's account?
• Have you completed the wagering requirements? What was the expiration period set for the bonus, to your knowledge?
• Is your game history available to you in your player's profile? Were you able to check the records?
• Were you able to request your game history records from the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

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 72 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 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

The bonus wasn't activated yet! I was playing with my deposit balance without the bonus. The bonus was meant to be activated later. No... my account is completely reset, my game history and deposit history are completely empty... but I can still log in. I have chats with support and the transaction ID.

Der Bonus war noch nicht aktiviert ! Ich spielte mit dem Einzahlungsguthaben ohne Bonus. Der Bonus war zum später aktivieren. Nein.. mein Konto ist wie zurückgesetzt, spielverlauf und Einzahlhistorie ist komplett leer... log in funktioniert jedoch. Chats mit dem supporter vorhanden ebenso die transaktions id

Thanks for your reply and explanation of the situation.

Kindly provide evidence of the incident, such as your recent communication with the casino.

Share screenshots here or submit the information to my email at tomas@casino.guru

Thanks in advance for your cooperation.

I sent you the evidence to tomas@casino.guru sent

Ich habe Ihnen die Beweise an tomas@casino.guru gesendet

Thanks for sharing the evidence and for your patience.

Has the casino provided you with an update?

Was your player's balance restored or an explanation provided to you since your last response?

Please let me know.

Unfortunately not, no! I still haven't received my 300 euros back.

Leider nicht nein !!! Ich habe nach wie vor meine 300 euro NICHT zurück

Dear JIMI69,

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 JIMI69,

I am so sorry to hear about your problem with the MyEmpire Casino. I will contact the casino and try to resolve the issue as soon as possible.

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 comment on the situation?

Thank you in advance for providing the information.

Thank you so much for your help, Casinoguru...!!!!

Vielen Dank für Ihre Hilfe Casinoguru ...!!!!

Dear JIMI69,

We would like to inform you that we are looking into your request.

We would kindly request that you remain patient as we endeavor to complete the verification as soon as possible.

Thank you in advance.

Kind regards,

MyEpire Casino Team

Okay... I want my Rawcash balance of 300 euros back, plus the 200% bonus! My account is like it's been reset... That can't be right!

Okay..... Ich möchte mein Rawcashguthaben von 300 euro zurück + den 200% bonus ! Mein Account ist wie zurückgesetzt... Das kann nicht sein !

Dear JIMI69,

The casino has informed us that they are trying to complete the verification process as soon as possible.

For now, the best approach would be to wait and remain patient until we receive an update from the casino.

Dear MyEmpire Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Dear JIMI69,

Upon reviewing the details with our payment provider, we were informed that the transaction has been located. However, it has been noted that you are not listed as the intended recipient of this payment. It appears that the details you provided may belong to a different account or transaction.

To help us resolve, please double-check the following on your end:

Recipient Details: Verify that the "Proof of Payment" shows your name and account details as the recipient. 

Support Channel: Confirm that you are contacting the correct support team for the specific platform or service used. 

Correct Documentation: Ensure you are not sharing a screenshot for a different transaction by mistake. 

If you have an alternative document, such as an official bank statement in PDF format showing the transaction and your name, please upload it here so we can re-evaluate your request.

Best regards,

MyEmpire Casino Team

Dear JIMI69,

Just to clarify the situation, when you say that "this is the correct screenshot," are you referring to the screenshots in the very first message?

Because no screenshot was attached to your last message.

I'm referring to the screenshots I initially sent you... I believe it was via email. Dear CasinoGuru, thank you for your help. I hope MyEmpire will restore my account to which I made the deposit. I think it's possible to trace the transaction using the ID I sent.

Ich beziehe mich auf die Screenshots die ich anfangs an Sie sendete genau... Per email glaube ich liebes casinoguru danke für die Hilfe ich hoffe myempire stellt mir mein konto auf das ich einzahlte wieder zur verfügung.... Man kann ja nachverfolgen wohin die transaktion ging durch die von mir gesendete id denke ich.

Dear MyEmpire Casino,

In the very first message of this complaint, the player shared a screenshot confirming the payment.

Please let us know if you consider this sufficient evidence, or if you would like to receive, for example, an official bank statement document.

Thank you.

There can be no bank statement, since I deposited via paysafecard...

Es kann keinen kontoauszug geben , da ich ja per paysafekarte einzahlte ...

Dear JIMI69,

Thank you for your patience while we investigated this matter with our payment provider.

Following a thorough review, our provider has confirmed that the screenshot you submitted does not correspond to our services. The details provided indicate that the funds were sent to a different recipient. While we understand you used Paysafecard, we still require a valid proof of payment that specifically identifies the transaction made to our platform.

Please contact us with an official transaction receipt or a statement from your Paysafecard account showing the specific payment details for this deposit so we may assist you further.

Kind regards,

MyEmpire Casino Team

I feel cheated. I made a payment to the casino. I already sent the transaction ID. I have two screenshots; where else should I send this? And before, you said you knew which account it was. Strange.

Ich fühle mich verarscht. Es gab eine zahlung die ivh an das casino tätigte. Ich sendete bereits die transaktions id . Habe 2 Screenshots wo soll ich es noch hingehen ? Und vorher meinten Sie ja sie wissen um welches konto es geht. Komisch

I feel cheated. I made a payment to the casino. I already sent the transaction ID. I have two screenshots; where else should I send this? And before, you said you knew which account it was. Strange.

Ich fühle mich verarscht. Es gab eine zahlung die ivh an das casino tätigte. Ich sendete bereits die transaktions id . Habe 2 Screenshots wo soll ich es noch hingehen ? Und vorher meinten Sie ja sie wissen um welches konto es geht. Komisch

Dear JIMI69,

Please note that the casino is requesting "an official transaction receipt or a statement from your Paysafecard account", not a transaction ID.

Dear JIMI69,

Your screenshot only shows the same information as the screenshot you already sent in the very first message.

Could you please share a document where the recipient is also shown?

I sent you an email to igor.p@casino.guru Sent. A screenshot of my profile.

Ich habe Ihnen eine Email an igor.p@casino.guru gesendet. Eine bildschirmaufnahme meines profils

Dear MyEmpire Casino,

The player has shared a screenshot showing the Merchant ID (Händler-ID).

Would it be possible to check the transaction using this number, or do you need different information?

Dear JIMI69,

To assist with our investigation into your deposit, could you please confirm the specific email address you used when making the transaction? This will help us locate them in our system more quickly.

Kind regards,

MyEmpire Casino Team

Dear MyEmpire Casino,

The player has provided the exact email address they used when making the transaction.

Please review it and let us know when there is any update to share.

Dear JIMI69,

To assist our payment provider in locating your funds, could you please provide all available receipts or official documents regarding this transaction?

Could you please provide any receipts or official documents from the issuer (wallet/card issuer) regarding this specific transaction? This will help us track the funds more effectively.

Kind regards,

MyEmpire Casino Team

Shouldn't it be time to stop providing evidence? You have the transaction ID, the merchant ID, proof of name. And what kind of proof are you demanding? What's with this nonsense? This just shows what kind of scammers you are. I've provided everything. You've indirectly, if not directly, confirmed that you know which account it is. 😂

Sollte es nicht langsam mal reichen mit Beweisen ? Sie haben die Transaktions id, die Händler id, Namensbeweis. Und wie soll ihr geforderter beweis denn aussehen ? Was soll der mist. Da sieht man was Sie für Betrüger sind. Habe alles vorgelegt. Sie bestätigten indirekt bis direkt das Sie wissen um welches Konto es geht😂😂

Dear JIMI69,

If I’m not mistaken, you have only provided screenshots of the transaction.

The casino is asking for an official document or bank statement, for example in PDF format.

From what? From the purchase of the paysafecard? Isn't that unnecessary? So you want proof of how I purchased the paysafecard?

Von was? Vom erwerb der paysafekarte ? Ist das nicht überflüssig ? Also wollen Sie einen Beleg wie ich die paysafekarte erworben habe??

Dear JIMI69,

You have already shared a screenshot of the transaction.

If you are able to locate the payment in question, you should be able to obtain an official document (confirmation) regarding the payment.

Please share the document once you obtain it.

You can either send me an email or post it in this conversation as an attachment.

Don’t worry, all messages are automatically marked as sensitive, and no personal information will be made public.

I only have what I've already submitted... I don't understand the question... How do I do what's required?

Ich habe nur was ich bereits vorgelegt habe... Verstehe die Frage nicht... Wie mache ich das geforderte denn...

Dear MyEmpire Casino,

Since the payment in question was processed using PaySafeCard, could you please provide further details and assist the player with the necessary documentation?

What specific type of document and what information are you seeking?

Additionally, could you clarify what information should be included in this document?

Dear All,

As part of our standard security review, it is necessary to upload a statement for your Paysafecard wallet.

Verifying the source of these deposits is an essential step in ensuring the ongoing security of both your account and our platform.

Kind regards,

MyEmpire Casino Team

How is a statement supposed to work there? I sent you a screenshot of the transaction directly from the app, showing that the balance was deducted. It was a screen recording!

Wie soll denn dort ein Auszug funktionieren ? Ich sendete Ihnen von der App dirrkt einen Screenshot der transaktion wo zu sehen ist das das Guthaben abgerechnet wurde. Per screenrecording !

Dear JIMI69,

If I am not mistaken, it appears that you have only submitted screenshots of the transaction.

The casino is kindly requesting an official document or bank statement, preferably in PDF format, to proceed with your inquiry.

No, I sent you a screen recording showing my account with my name and the statement.

Nein ich habe Ihnen ein Screenrecording gesendet wo mein konto zu sehen ist mit meinem Namen und der Abrechnung

Dear JIMI69,

Sorry if I didn’t clarify the situation enough.

Would it be possible for you to provide us with a statement (for example, in PDF format) for the transaction in question, or a general bank statement that also includes this payment?

Thank you in advance for your cooperation.

That's not possible with the paysafecard app.

Das geht nicht bei paysafecard app

Dear JIMI69,

Would it be possible for you to contact your bank’s support and ask for confirmation regarding this payment - specifically whether it was processed, returned, or if they can provide any additional information?

I bought the Paysafe code in the store with cash!

Ich habe den Paysafecode im Laden mit Bargeld gekauft !

Dear JIMI69,

You have provided screenshots from your account showing the transaction.

Please correct me if I’m mistaken, but from what I understand, you purchased the Paysafecard in a physical store and then added it to your virtual account. Is that correct?

Also, please note that I asked you to contact the support to confirm whether the Paysafecard payment was processed, not to provide proof that the card itself was purchased.

Dear JIMI69,

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.

You can see that the payment has been processed... But I'm still supposed to contact support and ask if the payment has been approved? Even though it says so right there.

Man sieht doch das die Zahlung verarbeitet wurde.... Aber ivh soll mich trotzdem mit dem Support in verbindung setzen und fragen ob die zahlung genehmigt wurde ???? Obwohl es da steht

Dear JIMI69,

Yes, as I have mentioned twice already, please contact your bank’s support and ask for confirmation regarding this payment — specifically whether it was processed, returned, or if they can provide any additional information.

The screenshot you have provided is not sufficient evidence that the payment was successfully processed.

How could the money have gotten into the account if it hadn't gone through? And how am I supposed to ask the bank if the bank has nothing to do with it? I bought a paysafecard in a store. And I redeemed it on my paysafe app, and it shows there that the payment went through.

Wie sollte dann das geld auf das Konto gekommen sein wenns nicht durchgegangen wäre? Und wie soll ich die bank fragen wenn die bank nichta damit zu tun hat. Ich habe eine paysafekarte im laden gekauft. Und bei paysafe auf meiner app eingelöst und dort ist zu sehen das die zahlung durchging

Dear JIMI69,

Would it be possible for you to contact your bank’s support and ask for confirmation regarding this payment - specifically whether it was processed, returned, or if they can provide any additional information?

Dear JIMI69,

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.

I don't think they understand... I can't contact my bank if nothing can be displayed there, since I bought the paysafecard in a local shop. With cash... what is the bank supposed to issue me then? I had the money in cash, not in the bank.

Ivh glaub sie verstehen das nicht..ich kann nicht mit meiner bank in verbindung treten wenn dort nichts angezeigt werden kann, da ich die paysafekarte in einem lokalen laden geholt habe. Mit bargeld..was soll die bank mir da ausstellen? Das geld hatte ich in bar und nicht auf der bank

Dear JIMI69,

I have asked you multiple times to provide us with evidence that the Paysafecard payment was indeed processed.

Since you purchased the card in a physical store and later added it to your Paysafecard app, there should be a document available in the app confirming the transaction.

You should either be able to download it directly or request it from Paysafecard support.

Unfortunately, as no progress has been made on your side in recent weeks, I have to close this complaint as rejected.

If you obtain such a document in the future, please feel free to request this complaint to be reopened.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.