The player from Portugal had self-excluded from a casino but later allegedly deposited 0.931 BTC. The casino had subsequently closed his account and kept his deposited funds, and was not responding to his attempts to make contact. The player had provided evidence of the deposit, which he had made an hour after requesting self-exclusion. However, the casino had provided evidence suggesting no such transaction had occurred. We reviewed the evidence and found it to be in favor of the casino. Therefore, we had to reject the player's complaint. The player had been advised to contact the casino's gaming authority for further assistance.
Empire.io Casino - Closure and Confiscation After Self-Exclusion.
Amount: €60,000
Empire.io Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
7 months ago
Public
Public
8 months ago
Translation
I requested to self-exclude from this Casino, but in the meantime, due to my oversight, I deposited 0.931 BTC, as shown in the screenshot below.
The casino has closed my account and kept my deposit.
They are not even responding to my emails and messages.
Automatic translation:
Public
Public
7 months ago
Hello Dezanove19,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Empire.io Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise when exactly did you request for the self-exclusion and how long after that did you deposit? Can you please forward the self-exclusion request you sent to the casino to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Public
Public
7 months ago
Translation
I've already sent everything by email.
I placed the order on chat and they said I had to send an email.
I accidentally deposited it about an hour later.
I don't care about my money, nothing more.
it ended up in the Empire.io wallet according to the screenshot I already sent.
Automatic translation:
Public
Public
7 months ago
Hello Dezanove19,
When exactly did this deposit happen? Have your account been ever verified? If the exclusion was processed only a few days earlier, I would simply recommend to wait as every payment may take up to 14 days to be processed.
Public
Public
7 months ago
Translation
The deposit took place on 03/09 at 11:14 pm, one hour after self-exclusion.
Why doesn't Casino respond to me?
Automatic translation:
Public
Public
7 months ago
Thank you Dezanove19 for all the information provided so far. As we will require more details from the casino, your complaint will be now forwarded to my colleague Peter (peter.m@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Public
Public
7 months ago
Hi Dezanove19,
I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Empire.io Casino to join the conversation and contribute to the resolution of this complaint.
Public
Public
7 months ago
Translation
It's very strange that they don't respond to anything! They don't say anything about my deposit, it was 0.931 BTC, which as everyone knows is rising!
It's a lot of money and I need it!
Automatic translation:
Public
Public
7 months ago
Hello Dezanove19,
I received pretty detailed evidence from the casino. After reviewing the evidence, I'm afraid I won't be able to help you. The data suggests that there were no transactions of 0.931 BTC from your wallet. Secondly, the transaction hash that you provided is incomplete and finally, the casino never received any funds from you after the self-exclusion. Unfortunately, your complaint will be rejected. If you disagree with our decision, please turn to the casino's gaming authority (https://casino.guru/licensing-authorities/curacao-license-4) for further assistance. I wish I could be of more help.
Best regards,
Peter
