CSGO Empire Casino - Player’s request for self-exclusion is ignored.

Csgoempire.com failed to ban me when I asked for permament ban. They used casino addict for their own gains. I want my money back since I asked for permament ban under my name. Look how support chat is mocking me.

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Dear Batterygo,

Thank you very much for submitting your complaint. I’m sorry to hear about your difficulties with the casino and the issues regarding your request for a permanent ban.

To better understand the situation, could you please clarify the following:

• When exactly did you request the permanent ban (date and time, if possible)?
• Did you clearly mention a gambling problem or addiction when requesting the ban?
• Did the casino reply to your ban request before you continued playing, or did they only respond later?
• Could you please describe what you mean by "support chat is mocking me"? If you have screenshots of that conversation, it would be helpful.

If you have any email communication or chat transcripts where you requested the permanent ban, or where the casino responded, please forward them to petronela.k@casino.guru for review.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Petronela

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.

I asked permanent ban 15 february 2023, they knew i was gambling addict. They failed to ban me, look how support chatted to me.

February 2023 13th

I asked for a permanent ban yes

Also I mentioned under my one of accounts that I want to commit a suicide, just ban me.

But i want money for my pain.

This is illegal how they are operating.

The permament ban was requested on 15th February 2023. And their excuse was that they dont do permament exclusions, only account ban.

I am Estonian citizen and they accepted me to play there. I have gambling ban in my own country also and yet they let me play.

EU jurisdictions (e.g., Estonia, Germany, UK):

If the player is from an EU country, operators accepting EU players are supposed to offer effective self-exclusion tools.

Refusing permanent self-exclusion could violate consumer protection laws or licensing conditions.

Hi Batterygo,

Thank you for your messages and for providing the screenshots.

First, I would kindly ask you not to upload or resend the same screenshots repeatedly, as this makes it more difficult for us to review the evidence efficiently. We have already received and reviewed the materials you shared from February 2023.

Based on the information available so far, I would like to clarify a few important points:

Regarding your Estonian gambling ban

• Please note that Csgoempire.com operates under a Curaçao license. As such, national self-exclusion registers or gambling bans in Estonia do not automatically apply to offshore operators. This means that the casino accepting you as a player despite your Estonian ban does not, by itself, constitute a violation.

Regarding permanent self-exclusion

From the screenshots provided, the live chat communication from February 2023 shows that:

• the casino informed you that permanent bans were not offered, and
• an account ban was applied instead, with a note that you did not wish to be unblocked.
• To assess whether the casino failed in its responsible gambling obligations, we need to establish whether a gambling problem or addiction was clearly stated in a verifiable way and how the casino reacted to that information.

Additional evidence needed

• Apart from the February 2023 live chat screenshots already provided, do you have any other supporting evidence (emails, chats, or messages) where you explicitly mentioned a gambling addiction, or a responsible gambling issue requiring immediate and permanent exclusion?
• Please also clarify if your account was blocked or banned in 2023 following that chat. If yes, when and how was it later reopened?

Once we have clear answers to the above points, we will be able to better assess how to proceed with your case.

Dear Batterygo,

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.

Hi

I dont have any evidence left but csgoempire has all of my previous account chatlogs on their support system. I cant access mine. I have countless times asked them to send me out bonus, told them i cant stop losing, this site is scamming me and whatever. They have all their chat logs deleted for me to get access to but they still have their own chat database saved in site, thats how i got access to the last messages.

Yes the account was banned but I asked for ID ban, this ID ban request might have been 3rd time on whatever accounts I have asked and they should ban people who make new account and make request for ban yet again on ID and they dont. I feel used by csgoempire.

Hello Batterygo,

We would like to update you that due to Petronela, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petronela has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Petronela will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Batterygo,

Thank you for sharing the screenshot.

I would like to clarify an important point regarding the complaint process. When filing a complaint, it is essential to be prepared to provide verifiable evidence that supports the claims being made. Our assessment must be based on documented and confirmable information.

In this case, the original ban/self-exclusion appears to have taken place in 2023. Given the time that has passed, it is unfortunately very difficult—if not impossible—for us to obtain any supporting records or confirmations directly from the casino regarding that period.

At the moment, the only verifiable written communication available regarding self-exclusion is from December 2025, and even there, there is no explicit mention of a gambling problem or addiction—only a general exclusion request.

Because of this limitation, our ability to assess whether the casino breached responsible gambling obligations is significantly restricted.

To proceed further, I need to ask you one important clarifying question:

• Did you make any deposits after December 2025, following the self-exclusion communication from that time?
• If yes, please confirm the date(s) and amount(s), and provide any available proof (transaction confirmations, statements, or account history).

Once I have this information, I can better evaluate whether any further action is possible.

Dear Batterygo,

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.

Hello Petronela!

I am going away for half a year to somewhere where I am not allowed to use phone. I am going to work on my addiction. I will re-open new case once I am back.

I am going there on 2nd February, this decision was made last week.

Best wishes!

Dear Batterygo,

Thank you for your message and for the information you shared.

Given the lack of verifiable evidence and the time that has passed since the events in question, we are unfortunately unable to proceed further with this case. For this reason, we will now close the complaint as rejected.

I appreciate your openness about focusing on your well-being and addressing your addiction, and I genuinely wish you strength and success on that path. Taking time to work on yourself is an important step, and I hope it brings you the positive change you’re looking for.

I wish you all the best moving forward.

Kind regards,

Petronela

Casino.Guru