The player from Switzerland requested self-exclusion, however, her account has been reopened. She also made a deposit that has never been credited to her casino account. Even though the misplaced deposit issue was resolved, the casino never replied to the self-exclusion problem. We ended up closing the complaint as ‘unresolved’.
Casino Empire - Player's dissatisfied with the overall casino experience.
Black points: 356
Amount: €3,000
Casino Empire
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.4
Casino Empire has a Safety Index of 3.4, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
9 months ago
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2 years ago
Translation
Good day
I hope you can help me here. I don't like arguing with the casino empire anymore!
Either I don't get an answer or it means it's been forwarded and I haven't heard anything for a long time!
I've been trying to live chat with support@casinoempire.com since May 10, 2022
to solve my problem, have written more than 50 emails 80% is not answered 4 × answer was written and confirmed that I am right. But money will not be refunded. I tried to reach you by phone at contact number +35722 23 23 65, but the phone number is wrong! It says no connection!
1. PROBLEM : IT WAS ABOUT THE 350EUR AMOUNT CHARGED FROM MAY 10TH THEY STILL HAVE NOT REFUNDED ME UP TO DATE. ALTHOUGH YOU HAVE CONFIRMED THAT IT HAS BEEN DOUBLE CHARGED. AND THEY WILL REFUND ME BUT IT'S STILL NOT IN MY ACCOUNT!!!
(I had to send proof 10 times)
It's still not in my account.
2nd issue
1 day later I had my account blocked immediately after the topic of too much debited 350eur because I am addicted to gambling.
They blocked my account at empire casino straight away which i think is nice too.
I wrote to support@casinoempire.com casino that they want a list of all transactions because of the double debited 350eur, but casino empire activated my account again without my permission. They blocked me just 3 or 4 days before because of my gambling addiction. After that I gambled all my money around 3000eur.
I politely wrote support@casinoempire.com they should refund me the money or transfer it. I was informed that gambling addicted customers are not allowed to reactivate their account, especially without my permission. Although I don't want to reactivate my account.
They shouldn't have reactivated my account because I'm addicted to gambling. You knew why.
Again, I would like help from you.
Casino really robbed me on purpose.
Thank you for your help & and support.
With kind regards
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2 years ago
Dear Vreni,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes one month approximately. In these cases, the casino usually has its hands tied.
Moreover, I checked the casino’s Responsible Gambling section and I found this:
"In case You are diagnosed with a gambling addiction or try to stay away from gambling for a different reason, we want to assist you to stay away from anything, that does nothing good for you. "Self-Exclusion" means, that You exclude yourself, out of Your own choice, from all gambling services. This exclusion cannot be undone for a set amount of time. If you wish to self-exclude yourself from gambling, please message our support and give them a time span between 6 months and 5 years. They also will explain you all future steps and what is needed from you.
email: support@casinoempire.com
Please keep in mind that Self Exclusion is permanent for the set time span and will not be undone for your own protection.
During Self Exclusion you are not allowed to create a new Account and every attempt to create a new Account during Self Exclusion is a violation of our Terms of Service and may result in the permanent ban of your original account."
Could you please forward all the emails or screenshots showing that you have sent requests for your account’s closure? My email address is kristina.s@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?
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,
Kristina
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2 years ago
Translation
Hello Kristina.
Thanks for the feedback.
I got my account banned forever via live chat. Also mentioned that I am addicted to gambling and they want my account banned forever.
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2 years ago
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Perhaps you can also understand on the Empire Casino website (contact) there is an email support@casinoempire.com man can write directly and press send I have also described my problem here.
But what I have already sent you are 2 emails. Wrote an email early tomorrow around 3am and mentioned that my account with them is blocked. (I had myself blocked precisely because of gambling addiction) and she should please send me the transactions from May 10th. Because an empire employee requested casino empire transactions from me. And she reactivated my account around 11:00 a.m. without my permission.
I sent it to your email.
Ps. Thanks for your info:
I was aware that the reason for this was always gambling problems and that I was addicted to gambling, as was the case with empire casino. Nevertheless, they opened my account again, that's my biggest problem. They really shouldn't have reactivated the account, I gave gambling addiction as the reason after it opened again at 11 a.m., lost a lot, down to the last cent, gambled away everything I have, had no control, no overview anymore, I'm very confused 😕 have no longer knew my limits.
If you hadn't activated my account again, I would have reacted quickly and still have money in the bank. After you activated my account again, I somehow fell in and lost everything down to the last cent!
I hope you can help me here Kristina.
Thank you again in advance.
LG,
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2 years ago
Thank you for your reply, Vreni. I would like to kindly ask you to forward me an official letter or email from your payment provider (bank), that these funds have been processed and sent to the recipient (the casino). I would also like to ask you for the deposit receipt, any communication between you and the casino regarding the deposit issue, and lastly a screenshot from your cashier/deposit history from your casino account if that is possible.
Moreover, I see that you forwarded me a screenshot of the self-exclusion request, however, this request was sent to a different casino. Do I understand correctly that you do not have a screenshot or email proving that you sent a self-exclusion request to Casino Empire?
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2 years ago
Translation
Dear Kristina
Thanks for the feedback.
I will send you all the information you need. Have everything with me on the email. Of course I will send you the emails that she replied to. The first 15 emails and a total of about 35 emails have not responded. No answer nothing!
Ps. You got it right. I created my account at Empire Casino via live chat and (direct email) to empire. The self-exclusion request email was written to Rouge casino because I'm having similar issues there too. But I've attached a screenshot again for you, regarding my account re-activation despite being blocked, gambling problem. Actually, a Casino Empire employee asked me for transactions and I told him that I no longer have access, you can check it yourself. After that they just reactivated my account by themselves without my permission.
Ps. Kristina, do you have any Any way at Empire Casino to send my self-exclusion request reason.? Because I wrote to live chat ?
It would be great.
Many thanks for your efforts
lg
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2 years ago
Vreni, I am afraid that at this point you are the only one who can request proof of self-exclusion request from the casino. Without it, we are not able to proceed with this complaint as failed self-exclusion.
In the meantime, could you please advise if you have already contacted the payment provider regarding the lost transaction? I still have not received all the required information regarding this issue (please, check my last reply).
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2 years ago
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Dear Kristina.
OK. I will contact Casino Empire if they can send me proof of self-exclusion.
But the problem is they don't respond to my email. Then I need some help from you.
Subject overcharged amount: Kristina. Three days ago I sent you an account statement or account statement with the excess debited amount of 350eur and all the emails I wrote to empire casino and responses from empire casino to your email. I just phoned my bank advisor, they told me that the bank statement should be enough, they can't do more. But if the problem persists I must have a written letter from you. Why don't you accept bank statements (PROOF).?
Thank you for your prompt feedback
With kind regards
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2 years ago
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Dear Kristina.
I'm so angry about the whole thing. What's going on. With Casino Empire.
You don't understand me at all either.
Subject: I sent you all the emails from Casino Empire for the EUR 350 that was deducted too much. Casino empire even confirmed by email that 350eur was actually debited twice and they will refund me the excess amount of 350eur. I forwarded you this email from empire casino last week. As I said, it's been almost 2 months since May 10th, 2022 and it's still not on my account.
You ask me for a letter from the bank that it has been debited from me. As I said, the bank doesn't do that. They told me there was bank statement proof. I sent this to Casino empire 20 times and also emailed it to you.
I just don't understand why it's so complicated!?
Subject: Self-exclusion for gambling addiction
I already knew that they would not send me my letter with live chat account (reason) self-exclusion due to gambling addiction.
I politely asked him if he could please send me my letter or reason for my account self-exclusion.
This is what a casino empire employee wrote to me:
I cannot share any internal documentation as such, per company policy I have deactivated your account and signed you out of all services and deleted your data for the base so I cannot even access your account details at this time.
It's a very bad casino.
But I sent you 3 emails.
1. Email from casino empire saying my account has been deactivated.
2. Email next day they reactivated it again by itself without my permission. You are welcome to check the email.
You can see that too I sent you both emails from empire casino to your email.
Thank you for your efforts.
LG
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2 years ago
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Why isn't my email published? It's been 2 days and still not published?
Thanks and best regards
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2 years ago
Please understand that Casino.Guru Complaint Resolution Center is not 24/7 live chat. I didn't reply and didn't publish your messages as we also have days off. Thank you very much for your consideration.
Moreover, I went through all your emails again and I have not received any bank statements or other information that I required. Could you please forward it again? I asked you for this information on the 29th of June:
"... I would like to kindly ask you to forward me an official letter or email from your payment provider (bank), that these funds have been processed and sent to the recipient (the casino). I would also like to ask you for the deposit receipt, any communication between you and the casino regarding the deposit issue, and lastly a screenshot from your cashier/deposit history from your casino account if that is possible. ..."
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2 years ago
Translation
Hello Kristina.
Thanks for the feedback.
I would be happy to email you again.
With kind regards
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2 years ago
Thank you very much, Vreni for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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2 years ago
Hi Vreni,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Casino Empire to the conversation to participate in the resolution of this complaint.
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2 years ago
Translation
Dear Kristina and dear Peter.
Thank you very much for your support.
I hope it will work of course with the help of you.
I couldn't do it alone.😞
LG, Vreni
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2 years ago
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Dear Peter.
Many thanks for your prompt completion.
It worked with the double debited amount of 350eur. It is credited to my account 🙏 Thank you
Were you able to clarify the problem: account blocking due to gambling addiction, which you activated again 2 days later without my permission. I get no reply from Casino Empire 😏😞
Thank you very much for your efforts
LG
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2 years ago
Hi Vreni,
That is good news, thanks for the update. When it comes to the self-exclusion, I'm not sure if we will receive any response, but we will certainly try.
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2 years ago
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’.
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2 years ago
Hi Vreni,
I'm afraid the casino won't be responding. has there been any news regarding your self-exclusion?
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2 years ago
Hi Vreni,
I tried to get in touch with the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Curacao Gaming Authority (http://www.gaming-curacao.com/) and submit a complaint to them. It's not the best licensing authority out there but it has more options and tools to help players. Let me know how they responded (peter.m@casino.guru). I wish I could be of more help.
Best regards
Peter
