MyEmpire Casino - Casino delays player's account closure.

The casino has not responded to any emails and has not complied with the request to close the account for several days

Dear TinoResch, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Hello Veronika, email just went out

The reason for deletion is no longer interest

Dear TimoResch,

Thank you for your replies and emails. While I understand your frustration and agree that the customer support's response was unprofessional and rude, I regret to inform you that we cannot penalize the casino for failing to close your account. Our policy only allows us to process complaints about self-exclusion requests related to gambling addiction.

As you have mentioned that you are no longer interested in playing, we are unable to provide further assistance in regards to compelling the casino to close your account. Please do not hesitate to let me know if I have overlooked anything or if there is anything else that I can do for you. Otherwise, I will have to reject this complaint.

Thank you.

Thank you for your efforts, please force closure

Meant permanent self-exclusion

When applying for the self-exclusion, always state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion due to xxx

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

According to the Terms and Conditions of MyEmpire Casino, the self-exclusion request should be sent via email to: support@myempire.com. Please get in touch with the casino with the form I provided you with, and add my email as a CC (veronika.l@casino.guru).

Hello Veronika, done ✅️

Thank you for the email. However, there has probably been some misunderstanding. A valid self-exclusion request should contain the information that you wish to self-exclude due to gambling problems/addiction. You did not specify that in the email to the casino.

Just done and you in "CC"

LG TinoR.

Thank you. Could you please advise if the casino replied to your email and blocked your account?

Nothing happened at all, really a miserable bunch there

Thank you very much, TinoResch, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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 TinoResch,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear MyEmpire Casino,

Could you possibly provide additional information regarding the self-exclusion request and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Dear Customer,

Thank you for reaching out.

We would like to inform you that your account was permanently closed today. Please accept our sincere apology for the delay.

Best regards,

MyEmpire.com

Dear TinoResch,

Can you confirm that the account is permanently closed so we can close this complaint in our system as resolved?

Yes, GREAT and thank you

Dear TinoResch,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Michal V, Casino.Guru