Empire777 Casino - Player's winnings confiscated over alleged misconduct.

Hello,

I wish to lodge a complaint about Empire7777.

I recently registered with this casino and played using the first installment of the welcome bonus.

I gambled on Blackjack and Roulette, and after meeting the bonus requirements, I cashed in $21,000.

I completed the KYC procedure on the site and requested a withdrawal of $5,000, but no funds have been deposited into my account and instead, have been confiscated.

Upon asking for an explanation, I was told that the provider and the department in charge detected irregular play. However, I did not engage in any misconduct, and they continue to refuse to disclose the specifics of what they classify as 'misconduct' when I inquire about it.

After my deposit, I questioned whether it was permissible to play live games and received confirmation via live chat that there was no issue with this method of gaming. I can demonstrate this through my game history, which shows I did not violate any terms of service.

Moreover, even when I request the license number to inquire directly with the licensing authority, the department in charge claims they are unreachable and refuses to share it with me. According to the information provided by the live chat, this casino holds a Gaming Curacao license. However, there is no logo from this licensing authority on the website's homepage. Is this casino truly licensed by Gaming Curacao?

Apologies for the length of this letter, but I sincerely appreciate your cooperation until a resolution is reached.

Additionally, it would be very helpful if you could also confirm whether this casino genuinely holds a license from Gaming Curacao.

Hello akasakayo,

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 if your account is already verified and if yes, since when exactly? Would it be possible to forward the communication between you and 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

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.

Your account has been verified.

I am not entirely sure of the period in which the certification was completed, but I believe it was completed between April 24th and April 26th.

The conversation with the live chat is huge, but I have attached the screenshots to the email. Please check them.

The last time I spoke to the casino was 4/30-5/1.

The topics discussed were the confiscated balance, the absence of any license notation, and the disclosure of the license number.

Dear akasakayo

As it is still unclear why did the casino confiscate your balance, your complaint will be now forwarded to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Understood

Empire Casino has not disclosed the license number even though a week has passed.

Is this site a scam site?

Hello, akasakayo,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.

As for the casino's license:

• we received the information about a valid licence from the regulator, however, it was some time ago
• it is possible to contact the authority regarding that
• the license number is not necessary to submit a complaint to the regulator

Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear Empire777 Casino team,

Could you please explain the player's situation in more detail? Why have his winnings been confiscated? What did he commit?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Dear akasakayo,

Since the casino does not have an active casino representative account in our system, and they were not informed about the complaint by our email notifications, I am resetting the timer for the casino.

I managed to connect with the casino but have not received any clarification yet. However, I am trying to gather as much information and details as possible. Currently, I am waiting for their response.

I will inform you once I have any relevant news or updates.

Thank you for your patience and understanding.

Dear akasakayo,

Since we have not received any relevant details or evidence supporting the casino's claims, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option on how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by (Gaming Curaçao) and submit a complaint directly to the regulator. You can find more about their complaint process HERE or general information about submitting a complaint HERE. In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru