Empire.io Casino - Pelaajan voitot on takavarikoitu.

Hello. I encountered a problem. On 10/19/2024, I registered at the casino empire.io. I deposited TRX 5,436.87, which is equivalent to 891 USD. I played games from the provider Push Gaming and won 17,000 USD. I cleared the wagering requirement for the bonus. I requested to withdraw my winnings. After that, they requested verification, which I successfully completed. Then the casino accused me of multi-accounting and blocked all my winnings. They only allowed me to withdraw 5,436 TRX = 891 USD.

Could you please help me resolve this situation?

Здравствуйте. Я с толкнулась с такой проблемой. 19.10.2024 зарегестрировалась на казино empire.io. Внесла депозит в размере TRX 5,436.87, что равно 891 usd. Играла в игры провайдера push gaming и выйграла там 17 тысяч usd. Отыграла вейджер по бонусу. Выйгрыш поставила на вывод. После этого запросили верификацию, я ее успешно прошла. После чего казино обвинило меня в мультиакаунчестве, и заблокировало весь выйгрыш. Разрешили вывести только 5436 TRX = 891 usd.

Не могли бы Вы помочь мне разобраться в этой ситуации?

Dear trivoznostj,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Empire.io Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Which bonus have you activated on your account? Was it the welcome deposit bonus?

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,

Tomas

Hello. No one in the family could create an account. And yes, it was a welcome bonus.

здравствуйте. никто из семьи не мог создать аккаунт. и да это был приветственный бонус

Dear trivoznostj,

Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much, trivoznostj, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear trivoznostj,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Empire.io Casino representative to join this conversation.

Dear Empire.io Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Hello Mirka, hope you are doing well.

I'll be happy to shed some light on the situation.

Dear trivoznostj.

Unfortunately, the funds had to be removed due to multiple accounts used for to claim the welcome offer, and that is a breach to our Terms and Conditions: 3.5, 3.6 and 10.6.

The following accounts are linked by the same device: "slovkijsjv" and "trivoznostjf7" and

our fraud department has therefore confiscated the winnings, but your initial deposit has been returned.

I hope this answers your question.

If you have any other queries, feel free to contact our support.

Have a nice day.

This account that the casino is talking about is not mine

Этот аккаунт про которое говорит казино не мой

Dear Empire.io Casino,

Could you please send me evidence of the mentioned linked accounts to miroslava.d@casino.guru?

Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear trivoznostj,

Based on the report provided by the Empire.io casino, this complaint will be rejected. The casino has shared evidence indicating link between two mentioned accounts. Since this is strongly forbidden in all casinos in general, we have no other option than to close this complaint as rejected. I am sorry to be the bearer of a bad news. If you think a further investigation is needed, you can try to contact the licensing authority.

This casino operates under Anjouan Gaming License and if you feel the justice was not served in your case, I recommend contacting the authority. You can file a complaint here: https://anjouangaming.com/file-a-complaint/.

I am sorry I could not be of more help on this occasion.

Best regards,

Mirka