Empire777 Casino - Player's winnings were confiscated after verification.

I've also presented this in the discussion section but

recently, at the Empire Casino,

I deposited a first-time deposit bonus of 1000 dollars

second deposit bonus of 500 dollars,

and a third deposit bonus of 500 dollars, and with the third deposit bonus, I won a large prize, met the betting conditions for the 8267 dollars, it was then converted to real money. After verifying my account, I attempted to withdraw, however,

a notice arrived stating a game check is required.

After some time, winnings in my account were confiscated, and only my total deposit amount of 2000 dollars was secured. The rest has been confiscated. I believe this confiscation to be unjust, and hence, desire to seek consultation regarding this issue and have made a post here.

Dear ddoddodd74,

Thank you very much for submitting your complaint. I'm sorry to hear about the issues you've encountered with your winnings at Empire777 Casino.

To assist you further, could you please provide more details about the timeline of events?

• Specifically, it would be helpful to know when you made each deposit, when you won the prize with the third deposit bonus, and when you initiated the withdrawal request.
• Additionally, could you clarify what the notice regarding the game check requirement entailed?
• Did you receive any further communication from the casino regarding this issue?

If there are any relevant communications or documents you would like to forward to us, please feel free to send them to petronela.k@casino.guru.

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

I received my first, second, and third bonuses on April 24th.

Then, on April 25th, the wagering requirements were cleared and the bonus was converted into cash.

Support explained that this was fraudulent use and an illegal bonus being passed over, and that the details were decided by the provider and the relevant department and could not be disclosed.

This is the only explanation I could get from the support team, so I decided to ask for advice here.

Hi ddoddodd74,

• Could you share any relevant correspondence between yourself and the casino that you could forward to petronela.k@casino.guru prior to our direct contact with the casino?
• Have you received any formal communication from the game provider explaining their suspicions regarding bonus abuse?

Thank you.

This is the kind of exchange we have.

This is what they say in the Empire chat, but there has been no response from the provider so far.

Hi ddoddodd74,

• Could you please resend the communication in better quality? The second screenshot is blurred. You can upload it when replying or forward it to my previously shared email address.

Thank you.

I sent you a picture attached to the email address I sent you the other day.

Thank you very much, ddoddodd74, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, ddoddodd74,

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

Dear Empire777 Casino team,

Could you please explain the player's situation in more detail? Why have his winnings been confiscated? 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 ddoddodd74,

Since we have not received any relevant details or evidence supporting the casino's claims despite being in contact with the casino representative, and/or the casino cannot share any evidence with us due to its strict internal policy and rules, 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