MyEmpire Casino - Player complains about bonus non-application.

Bonsoir.

Je rencontre un souci avec ce casino.

Je me suis inscrite chez eux il y a peu.

J'ai prit le bonus de bienvenue, qui est un pack de 5 bonus.

J'ai déposé en crypto. A chaque fois il y a des problèmes pour insérer ce pack.

J'étais donc à mon 3em dépôt de ce pack ayant reçu les 2 premiers.

Seulement le bonus que j'ai sélectionné en faisant mon dépôt ne s'est pas mit, ça m'était déjà arrivé précédemment.

Je sais que ce casino à de nombreux problème de connexion, on est souvent déconnecté en plein jeu etc...

Ce soir, je vais donc dans le chat pour leur dire que le bonus que j'ai sélectionné sur le pack, ne s'est pas ajouté à mon dépôt.

Il me dit qu'il part vérifier et faire le nécessaire, j'ai attendu attendu... Et d'un seul coup je suis déconnecté !

Je retourne dans le chat, pensant à un bug, je reformule le souci.

Aussitôt je suis à nouveau déconnecté sans explication!

Là je commence à trouver ça étrange... Je retourne dans le chat et leur demande pourquoi je suis déconnecté sans arrêt.

Il me répond qu'il ne s'est sait pas et je dois à nouveau reformuler ma demande. Déconnecté à nouveau!

Bref.. à chaque fois que j'y allais et demandais à regler mon souci j'étais déconnecté !

La dernière personne, à l'instant, je lui dit de ne pas me déconnecter, ou au moins de régler mon problème si je le suis, car je ne pourrais pas jouer! Elle me dit "d'accord".

Je lui redemande pourquoi je suis déconnecté sans arrêt, sa réponse : "je ne sais pas".

Elle me fait attendre longtemps, reviens me dit de patienter etc.. puis à nouveau je suis déconnecté du chat!

Incroyable je n'avais encore jamais vu ça!

Je me décide à leur envoyer un mail, et je vois que cette dernière personne m'a envoyé un mail! En faite pendant que j'attendais elle m'écrivait un mail! n'importe quoi..

Dans le mail elle dit qu'ils ont décidé de ne pas m'octroyer de bonus. Sans aucune explication!

Je suis nouvelle sur leur site, je ne joue pas énormément, donc je ne comprend pas.

Je leur ai répondu que j'avais prit à mon inscription le pack de bienvenue qui comporte 5 bonus.

Que j'attendais donc qu'il me mette le 3em bonus, sinon de me rembourser dans ce cas là.

Car c'est la seule raison pour laquelle j'ai déposé, car j'avais un 100% de disponible avec mon dépôt.

Je précise que lors de mes deux premiers dépôts avec ce bonus, j'ai remporté des gains les deux fois. Est ce donc cela qui les dérange ?

Aussi mon compte a été vérifié et validé totalement avec selfie etc..

Je viens vers vous pour vous demander ou le remboursement de ce dépôt, ou qu'il insère le bonus.

Mais je ne vous cache pas que cette mésaventure ne me donne plus envie de jouer chez eux.

Merci beaucoup

Dear evylyn235,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I hope I understood correctly that the issue is that you’re not entitled to any further bonuses anymore.

Please understand, that we can’t penalize the casino for taking away your privilege of receiving further bonuses. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all. 

Casinos are not obligated to reward their players with bonuses and bonus privileges can be limited or revoked at any time without further notice.

Could you please advise how much is your active balance now?

Thank you in advance for your reply.

Best regards,

Petronela

Hello

yes of course I understand.

But here in this case, it's still different since I was engaged on the welcome pack which includes 5 bonuses.

I had taken the first two I had 3 left to take.

So I deposited TO take this third bonus of the pack. Otherwise I would NEVER have made a deposit.

Also know that I do not appreciate this way of doing things, to disconnect you from the chat without any explanation, five times in a row! the minimum of respect is to answer!

Being engaged in the welcome bonus, for having taken the first two, I would like either that they put this bonus, or that they reimburse me and close my account!

there are plenty of honest and respectful casinos out there to get stuck on a casino that does this. Doing what they want, for no reason, and disrespecting you like that.

The sum of my deposit is small, it is 53 euro.

But it's a matter of principle, whatever the amount.

I have only played twice with them and I play very little I repeat.

also, I would like at least to have an explanation. Isn't that the least of things?

moreover, where I can not agree with you.

No, a casino does not do what it wants with the players' money.

It's my money, it seems to me, I do what I want with it!

Otherwise it's the door open to anything.

Without this bonus which was intended for me and where I was engaged, I would never have deposited.

The minimum is therefore to return it to me and close my account.

If a casino no longer wants to give bonuses for no reason, it must say it BEFORE knowing that it is an extra pack that I have started to use.

Then also that they stop sending bonus ads with codes! another receipt last night..

Thank you for asking them to come here to explain themselves.

Have a good day

Thanks

Dear evylyn235,

Could you please advise if your last deposit of €53 is still untouched inside your casino account or if you placed any bets already?

Hello

it was not touched and remained as it was,

for I am waiting for this complaint. Otherwise I would have written to you here.

Although it is very uncomfortable to wait I admit.

I asked them by mail or to validate me the pack by which I was engaged.

Or refund this deposit.

The minimum was to warn me in this case!

and having an explanation is also a minimum to stop me in full engagement!

In the meantime, I always receive bonuses by email with codes to enter etc...

Thank you for your support

Thank you very much, Linne, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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, Linne!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hello Pavel.

Thanks for your support and help

Hello

For information,

here is the pack at this casino.

it is a pack of 4 bonuses, the details of which are as follows.

I had written 5 above, but it is 4.

I had taken the first two, I had two left to take.

Dear all,

Thank you for reaching out to our customer support!

Please be informed that we are still investigating the matter and would like to ask for the timer extension.

Thank you in advance

MyEmpire Customer Support

Thank you for your response, MyEmpire Customer Support!

I will set timer to 1 more week.

Dear all

Thank you for reaching out to our Customer Support!

We would like to draw your attention to the following point(s) of the General Terms and Conditions, which the customer has accepted when creating the account on our website:

7.3 We reserve the right to deny a bonus to any customer, reject bonuses of any kind, cancel participation in any promotion, as well as permanently or temporarily ban any customer or a group of customers from the promotion program of the Website at our sole and absolute discretion. In the event of any dispute regarding our promotions (including, without limitation, eligibility, use, abuse, fair play, calculation of winnings and wagering requirements) Company’s decision shall be final and non-negotiable.

Due to the aforementioned point of our T&C, the promotion in question is no longer available.

We hope this helps resolve the case.

Best regards,

Customer Support

Thank you for your response, MyEmpire Customer Support!

In that case it is only logical to make a refund of the player's deposit, as it cannot be used to receive the desired bonus.

Hello

being engaged on the welcome bonus which is a PACK of 4 bonuses, it is absolutely not normal to stop the engagement for no reason simply because you feel like it.

if it was a bonus alone, it would be different.

But there I was COMMITTED!

You can’t do whatever you want with players’ money because "you feel like it".

Because like I said, I wouldn't have made this deposit if I hadn't started this pack!

The least you can do is warn beforehand! not after!

I therefore request reimbursement of the amount deposited, which I have already requested from you, especially since the bonuses offered, I have them elsewhere and without restrictions.

Because I wouldn't have filed with you.

I had no reason to do so.

Also it would be nice to stop sending me bonus offers (free spins, bonuses with code etc.), I receive them almost every day! Another one this afternoon.

You stop engagements for no reason, but you don't mind offering unlimited "bribes" (unlimited bonuses) to forum admins. That's not very honest...

Another thing I told you about in the chat and by email, at the request of the chat, on the two winnings received previously, money was missing when the transfers were received (between 15 euro and 20 euro).

I have never had any answers either when it comes to this problem.

Please refund my entire deposit if you do not intend to continue my commitment, for no reason. It's the least you can do.

It's called respect.

Have a good evening

I would also like to mention, that we consider fair if casino refunds only the last deposit that had been done to receive cancelled bonus. Casino does not have an obligation to refund previous deposits, as the player had already used them and bonuses that they have received.

Of course. And I completely agree with you. It wouldn't even occur to me and above all I have no reason, seeing as I had received the bonuses.

In my previous message I did not mention deposits or bonuses but winnings.

Especially since I remind you, I only made two deposits with the bonuses which were added. Where I made two more wins.

No, I was just mentioning the fact that when transferring the winnings to me, an amount was missing each time. I asked them why, I never received an answer. But I had given up. And I left this issue alone, but I'm still mentioning it just for information.

Because it is a shame that when we encounter a problem, there is no one to respond.

These amounts (10 - 15 euros) can be transaction fees that are applied for all withdrawals. Although, I could not find any information about it in casino terms and conditions, it may be the case. MyEmpire Casino, please, explain the situation with smaller withdrawals to us as well!

Dear all,

Please be informed that we are still investigating the matter, and will provide the reply shortly.

Therefore, we would like to kindly ask you for the timer extension.

Thank you in advance.

Best regards,

Customer Support

Thank for your response, MyEmpire Casino!

I will extend timer for 7 more days!

I'm amazed by my patience.. 2 months have passed, 2 months I've been waiting..

Dear all,

Thank you for your patience!

We would like to inform you that, as a sign of good will we will refund the last deposit of the customer.

To proceed with that, we have requested some additional information from the customer via email.

In regards to the withdrawal amounts we would like to point out that the withdrawals have been requested to a cryptocurrency wallet, and the mentioned inconsistencies are natural with the fluctuation of the cryptocurrencies' exchange rate.

We hope this helps resolve the case.

Best regards,

Customer Support

Thank for your response, MyEmpire Casino!

Linne, please, let us know when you will receive your refund!

Good evening,

I'm going to go check my emails.

and notifies you as soon as the refund has arrived.

However, the deposit having been made in crypto it would have been good to reimburse me in crypto on my crypto account.

Since I don't use a bank account for any casino games.

Especially since my crypto account and the documents were sent accepted and validated to you.

Also to respond to the payments of my winnings, where between 15 euros and 20 euros were missing, it was the same day at the time of the payment that I checked, and sent you the screen at the time and day of the payment.

I'm used to crypto anymore.

these sums were missing each time. However, I had given up, and I am reporting it here as a simple report. I don't expect anything...

MyEmpire Casino, could you, please, clarify if missing amounts are transaction fees or not?

Bonsoir Pavel, to inform you,

I just sent an email to MyEmpire in response to his email.

They asked me for my CI, my banking information.

Having deposited in BTC, I would like to be reimbursed in BTC, I never use my bank account for gambling.

Although they already have my CI, my myEmpire account being verified and validated, with selfie which had been requested, I put my CI as well as my BTC address in the email as an attached file.

I also attached today's BTC conversation hoping to receive it this evening.

to make sure he doesn't run out of money.

53 euros = 0.00212 BTC

I am used to depositing and receiving my winnings in crypto, all other casinos have always sent me the exact amount of my winnings in crypto.

Bonsoir Linne!

I will ask the casino in the next message once more about missing amounts and about the reason for the refund through the bank transfer and not crypto, but, given timeframe within which casino provides their response, I would suggest to you to try to pass the required verification once more, just in case it will be processed fast and your funds will arrive.

MyEmpire Casino, could you, please, clarify if missing amounts are transaction fees or not and why the refund has not been made through the crypto?

Okay I will follow your advice because it is indeed very long.. But I would nevertheless like to avoid a bank transfer if possible

Thanks

Hello Pavel

Everything requested was sent the same day by email but still no response. The least we can say is that to solve a problem they are not arrows... it's really long

Dear all,

Thank you for your patience!

The direct refund of the funds to the payment method of origin was not possible, therefore we opted for a manual withdrawal to the most convenient alternative - bank transfer.

We are happy to confirm that the payment was already scheduled and will reach the bank account very soon.

We hope this helps resolve the case.

Best regards,

Customer Support

Indeed I received the bank transfer of 53 euros and 24 cents.

They left 4 cents in my account I don't know why, since they can close it.

I have no business being in a casino that takes away welcome bonuses for no reason, just because they feel like it. Even they don't know why.

In summary:

The way you acted (constantly rejecting me from chat without explanation and treating me like an idiot), not responding to emails, having to file a complaint here to get my deposit back, which took a huge amount of time, just made me shown that you cannot be trusted, unfortunately.

And to learn, at the same time, that you offer unlimited bonuses to forum administrators (refused by honest administrators).

In conclusion :

I think that if the current commitment of the welcome bonus was withdrawn from me, it is because I made 2 winnings with my first two small deposits taken with the welcome offer..

I'm sorry, I didn't win on purpose.

In short, this is the first time I have had such a mishap. And I'm sorry, but you are not, for me, a trusted casino.

And trust is essential.

I would have been interested in having the answer to the question that Pavel asked you above.

But I think that here too we will never have the answer.

Pavel,

I thank you very much for all your patience, the help and the listening you give to everyone. Thanks to you, I was able to make it to the end. And yet it took an extremely long time for so little... a big thank you.

Dear Linne,

I'm happy to hear that you have received your funds.

I thank you for your cooperation and patience, 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.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team