Empire777 Casino - Player's winnings confiscated by casino on third withdrawal.

On 4/27, I was confiscated $3772.5 from Empire Casino.

After depositing $1000 on 4/23, I received a deposit bonus and played with a total of $2000.

I was playing live roulette and slots.

Afterwards, my account balance reached $13772.5, therefore, I attempted to withdraw. I submitted my KYC and it was safely approved.

Since the withdrawal limit is up to $5000 at a time, I was making a withdrawal of 5000 continuously. However, my withdrawal was not processed easily and when I inquired, they informed me that there was a provider check.

The first and second withdrawals were made but the third was suddenly deemed fraudulent during the provider check and the above amount was confiscated.

I can currently log into the site and all the gameplay history is retained.

I have also made inquiries via chat and they indicated that they will not provide any further response or disclosure to the customer, but will respond to investigations by third parties.

The person in charge's name is 'Honda Ai'.

I have not been playing fraudulently, and there was no violation of bonus terms (as of the last play on 4/23).

I kindly request your arbitration in this matter.

Hello gorimutyuu,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Empire777 Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Do I understand it correctly that the casino paid out $10 000? Is your account currently still active? How much is your remaining balance there? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello.

The date of site registration is April 23rd, and the date of identity verification completion is the following day, the 24th.

Yes, $10,000 was withdrawn. The remaining amount has been confiscated.

Your account is active.

The balance is set to 0.

The last time we spoke was on the 27th. I'm sure I sent you the chat transcript, but did you receive it?

I contacted support to complain that the confiscation was unjust, but they told me that this was the final decision and that a third party would take action.

Hello gorimutyuu,

Would it be possible to forward the exact same bonus you used (screenshot of it or it's terms) to nikolas.b@casino.guru?

Good evening.

We have forwarded your bonus usage history and terms and conditions to the email above.

Thank you gorimutyuu for all the information provided so far. As the bonus does not seem to have any maximum withdrawal amount, and it is still yet unclear why did the casino confiscate your remaining balance, your complaint will be now forwarded to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello gorimutyuu,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to see if I can help.

We would like to invite Empire777 Casino to join the conversation.

Dear Empire777 Casino,

Can you please provide more information on why was the player's 3rd withdrawal not processed and the player's winnings confiscated, especially considering the previous 2 withdrawals have been paid?

How should the player breach your rules? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru

Additionally, when I asked Honda Ai, the chat representative at this casino, about the license number, she would not tell me anything.

I think it is necessary to contact the license holder as well, but please also disclose information about the license holder.

Dear gorimutyuu,

I managed to get in touch with the casino representative, who informed me their security team has flagged your account as one of the multiple accounts flagged in connection with bonus abuse and potential fraudulent play. I have requested that the casino team share more details and evidence with us to support their claim. I will extend the timer for an additional 7 days.

Dear gorimutyuu,

I have discussed your case with the casino team repeatedly and requested evidence to support their claims but had no success. Unfortunately, there is not much more that can be done without their cooperation. Although the information provided suggests your account has been one of the multiple accounts flagged in connection with bonus abuse and potential fraudulent play, without supporting evidence from the casino team we cannot fully agree with the confiscation of your winnings.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help change the casino's approach. If the casino decides to resolve this case or provide the required evidence, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Gaming Curaçao Authority (complaints@gaming-curacao.com) and submit a complaint to them. The Gaming Authority might have more options and tools to help players. Please let me know how they responded (michal.k@casino.guru). I am sorry I could not be of more help on this occasion. I can only recommend checking the reviews of each casino before you sign up and only playing in licensed and good-rated casinos to avoid disappointments like this in the future.

Best regards,

Michal

Casino Guru