The player from Germany had requested a permanent account closure due to gambling addiction, which the casino initially confirmed. However, his account was reopened without his consent, allowing him to make uncontrolled deposits and incur losses. He then sought a refund for those deposits made after the reopening. The Complaints Team facilitated communication with the casino, which acknowledged the error and took corrective action. The issue was resolved, and the player confirmed that the funds had been successfully returned.
Empire.io Casino - Player’s account has been reopened without consent.
Resolved
Our verdict
Case closed
Amount: €520
Empire.io Casino
Safety Index:HighCase summary
Discussion
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6 months ago
Translation
Hello,
Because I suffer from gambling addiction, I contacted empire.io by email on February 26, 2024, and asked them to permanently close my account due to gambling addiction. I am happy to provide the emails as evidence. About a week later, the casino sent me an email asking how long I wanted to close my account: 1 week, 1 month, 6 months, or forever. I chose forever. (According to the responsible gaming manager, the casino's information states that an account that is permanently closed may not be reopened under any circumstances.)
Without contacting me, my account was reopened on May 19, 2025, so I was able to make uncontrolled deposits and lose money again.
I request the casino to refund all my last deposits since May 19, 2025.
Greetings,
Tuscani090283
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Public
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6 months ago
Dear Tuscani090283,
Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Empire.io Casino.
To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:
- Have you talked to a live chat about your gambling problem after your account has been reopened?
- Have you recently requested for yet another self exclusion?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
Public
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6 months ago
Translation
Hello Katarina,
At the time, I had my account closed permanently via email because of gambling addiction. As you can see in my emails, I asked twice for my account to be closed permanently, i.e. forever, with no possibility of reopening. According to Empire.io's terms and conditions, if you read them, it explicitly states that if an account is permanently closed because of gambling addiction, it will not be reopened under any circumstances.
Because I sometimes think my gambling addiction is slowly going away, I saw that my account was open again. I deposited money and realized that my gambling addiction is still there. Therefore, I've now had my account permanently blocked due to gambling addiction, but my account is still open. I'm not depositing anything anymore and am holding out. Please help me get my deposits back, which I would never have made if the casino had taken responsible gaming more seriously.
I would be happy to forward all emails to your email address.
Best regards
Tuscani090283
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6 months ago
Translation
Hello, just for your information, my account has been permanently blocked due to gambling addiction, after I sent the same email yesterday on May 20, 2025 (permanent exclusion due to gambling addiction) as on February 26, 2024. Attached are the screenshots.
Vg,
Tuscani090283
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6 months ago
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Further information
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Public
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6 months ago
Dear Tuscani090283,
Thank you for your message and the accompanying screenshots. It appears the casino acknowledges the error and is taking appropriate corrective action. We appreciate the casino's proactive approach in this matter. This complaint will remain open until we receive confirmation that the funds have been successfully returned to you. Please keep us informed of any further developments. We await your update.
Katarina
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6 months ago
Translation
Hello, complaint has been successfully resolved. Thank you
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Public
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6 months ago
Dear Tuscani090283,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Katarina
Casino.Guru
