MyEmpire Casino - La chiusura dell'account del giocatore è contestata.

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?
• When was the last time you received
• 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 [email protected]
• 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.