MyEmpire Casino - Pelaajan voittoja on pienennetty epäoikeudenmukaisesti.

Subject: Unjustified reduction of profit from €4,500 to €275 after fulfillment of sales requirements

Dear Casino Guru Team,

I am filing this complaint against MyEmpire Casino because, after I had lawfully wagered a bonus, winnings of over €4,200 were withheld from me.

The facts:

I deposited €50 of real money and received a 55% reload bonus (€27.50). This was explicitly not a no-deposit bonus, but rather linked to my deposit. I fully met the wagering requirements of 40x (approximately €3,100 total wagered). At that point, there was approximately €4,500 of real money in my player account. However, immediately after completing the wagering requirements, my balance was automatically reduced to exactly €275.

Why I consider this cut unfair and inadmissible:

Lack of transparency: A maximum cashout limit that wipes out over 90% of winnings was not clearly communicated when claiming the bonus. According to fair gaming standards, such significant restrictions for deposit bonuses must be stated directly with the offer and not hidden in the general terms and conditions.

Conflicting statements from support: I contacted customer service and received completely different explanations. One employee (Anda) claimed the limit was 5 times the bonus. Two other employees (Janine and Nila) mentioned a 10-times limit. The fact that the casino staff themselves disagree demonstrates the lack of transparency in the bonus rules.

Unfair clause for deposit bonuses: Since I have taken on my own financial risk through my deposit, a cap on such a small amount (10 times the bonus amount) is an unreasonable disadvantage for the player.

I have saved screenshots of the conflicting chat logs and my deposit receipt and will gladly provide them. I request your mediation so that the remaining amount of €4,225 can be credited back to me.

Thank you so much for your help.

Betreff: Unberechtigte Gewinnkürzung von 4.500 € auf 275 € nach Erfüllung der Umsatzbedingungen

Sehr geehrtes Casino-Guru-Team,

ich reiche diese Beschwerde gegen das MyEmpire Casino ein, da mir nach dem rechtmäßigen Umsetzen eines Bonus ein Gewinn von über 4.200 € einbehalten wurde.

Der Sachverhalt:

Ich habe 50 € Echtgeld eingezahlt und einen 55 % Reload-Bonus (27,50 €) erhalten. Dies war ausdrücklich kein einzahlungsfreier Bonus (No-Deposit), sondern an meine Einzahlung gekoppelt. Ich habe die Umsatzbedingungen von 40x (ca. 3.100 € Gesamteinsatz) vollständig erfüllt. Zu diesem Zeitpunkt befanden sich ca. 4.500 € als Echtgeld auf meinem Spielerkonto. Unmittelbar nach Abschluss des Umsatzes wurde mein Guthaben jedoch automatisch auf genau 275 € gekürzt.

Warum ich diese Kürzung für unfair und unzulässig halte:

Intransparenz: Ein Gewinnlimit (Max Cashout), das über 90 % des Gewinns vernichtet, wurde bei der Inanspruchnahme des Bonus nicht klar kommuniziert. Solch wesentliche Einschränkungen für Einzahlungsboni müssen laut Fair-Gaming-Standards direkt beim Angebot stehen und nicht in den allgemeinen AGB versteckt sein.

Widersprüchliche Aussagen des Supports: Ich habe den Kundenservice kontaktiert und völlig unterschiedliche Begründungen erhalten. Ein Mitarbeiter (Anda) behauptete, das Limit sei das 5-fache des Bonus. Zwei andere Mitarbeiter (Janine und Nila) sprachen von einem 10-fachen Limit. Dass das Casino-Personal sich selbst nicht einig ist, belegt die mangelnde Transparenz der Bonusregeln.

Unfaire Klausel für Einzahlungsboni: Da ich ein eigenes finanzielles Risiko durch meine Einzahlung eingegangen bin, ist eine Deckelung auf einen so geringen Betrag (10-facher Bonusbetrag) eine unzumutbare Benachteiligung des Spielers.

Ich habe Screenshots der widersprüchlichen Chat-Verläufe und meines Einzahlungsbelegs gesichert und stelle diese gerne zur Verfügung. Ich bitte Sie um Vermittlung, damit mir der restliche Betrag von 4.225 € wieder gutgeschrieben wird.

Vielen Dank für Ihre Hilfe.

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Stay safe.

Hello,

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

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

• Could you please share a screenshot of the specific bonus terms and conditions, or share a link to the bonus you participated in?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello,

I have forwarded the email correspondence from myempire to you.

Hallo,

ich habe euch den E-Mail Verkehr von myempire weitergeleitet.

Here is a screenshot of the bonus terms and conditions, and it states that a no-deposit bonus has a withdrawal limit, but it doesn't mention what the withdrawal limit is for a deposit bonus.

Hier ist ein Screenshot von den Bonusbedingungen und da steht das ein Einzahlungsfreier Bonus ein Auszahlungslimit hat aber da steht nichts von einem Einzahlungsbonus wie hoch das Auszahlungslimit ist

Hello Quicknic,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

That's exactly how I read it too; if you have a no-deposit bonus, then there's a withdrawal limit, but I had a deposit bonus and therefore I'm entitled to my winnings.

Ganz genau so habe ich das auch gelesen wenn man einen Bonus ohne Einzahlung hat dann gibt es ein Auszahlungslimit , aber ich hatte einen Bonus mit Einzahlung und darum habe ich auch Anspruch auf meinen Gewinn.

Thanks for your patience.

I went over the information you provided and the casino's website, but I couldn't find the 55% reload bonus offer. Kindly share a screenshot or a link to the marketing offer if available.

Please note that it appears the bonuses I found on the website include the maximum cashout limit in their respective specific terms and conditions.

Please let me know if the particular information about the bonus is available to you.

Share the information with me at tomas@casino.guru or directly in the complaint thread. I appreciate your cooperation regarding the issue.

Hello Tomas,

Here are screenshots of the bonus terms and conditions that were displayed directly with the offer. As you can see, the rules are listed in great detail in 17 points.

The crucial point:

None of these 17 points mention a maximum withdrawal limit for this deposit bonus. While the maximum bet (point 11) and the wagering requirements (point 12) are mentioned, the casino has failed to inform the player about a winnings limit.

Since this was a deposit bonus where I risked my own money, I couldn't have anticipated a hidden 10x wagering requirement from the general terms and conditions, which wasn't mentioned in the offer itself. Fair play standards dictate that such drastic limits must be clearly communicated within the offer.

I ask you to consider this as proof of the lack of transparency."

.

Hallo Tomas,

​hier sind die Screenshots der Bonusbedingungen, die direkt bei dem Angebot angezeigt wurden. Wie du sehen kannst, sind die Regeln sehr detailliert in 17 Punkten aufgelistet.

​Das Entscheidende:

In keinem dieser 17 Punkte wird ein maximales Auszahlungslimit für diesen Einzahlungsbonus erwähnt. Es werden zwar der Max Bet (Punkt 11) und die Umsatzbedingungen (Punkt 12) genannt, aber das Casino hat es versäumt, den Spieler über ein Gewinnlimit zu informieren.

​Da es sich um einen Einzahlungsbonus handelt, bei dem ich mein eigenes Geld riskierte, konnte ich nicht damit rechnen, dass im Hintergrund eine versteckte 10x-Regel aus den allgemeinen AGB greift, die im Angebot selbst nicht auftaucht. Nach Fair-Play-Standards müssen solche drastischen Limits klar beim Angebot kommuniziert werden.

​Ich bitte dich, dies als Beweis für die mangelnde Transparenz zu werten."

.

Hello Quicknic,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Quicknic,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Quicknic,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

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

Dear casino representative, could you please provide more information about this case and state the reason why the player´s winnings has been capped?

Thank you in advance for providing the information.