MyEmpire Casino - Player experienced incorrect bet settlements.

Hello

I had several unpleasant experiences in one day at MyEmpire Casino. While playing BJ Live with the EVOLUTION provider, hands were incorrectly settled 3 times. (Either it didn't add the winnings to the account, or there was an error message and text like "the bet could not be placed, please contact support", and then took the funds without dealing any cards). Of course, I contacted the customer service after the fact, and they probably sent an inquiry to EVOLUTION, but they only recognized one of the following three irregularities and refunded me PLN 300 (which, according to them, I had to turn over once before the payment anyway, which is absurd to me). Here are detailed descriptions of the events and hand times:

April 25, 2024 13:40:30 Gold Saloon Blackjack 7 -> took PLN 300 from me without dealing any cards. The stake was not refunded. After placing the bet, I had PLN 1,010.25 and it should return to the initial amount of PLN 1,310.25. Plant ID: 10247786965

April 25, 2024 11:17:56 Gold Saloon Blackjack 7 -> one bet was not settled as a win. I played with 3 stacks (3x200 PLN). After placing the bet, I had PLN 3,484.1. As I had a win on 1 stack, PLN 400 should return to my balance. Oddly enough, everything was settled as a loss Bet ID: 10242235909

April 25, 2024 11:00:08, 11:01:11, 11:02:32 - here you can track 3 bets on Gold Saloon BlackJack 8 with the following IDs: 10241695973, 10241732717, 10241758181. during the hands the balance changed to PLN 6,418.51, 5,818, PLN 51, PLN 5,218.51. There was something wrong during these hands. There was a message like "the bet could not be placed. Please contact customer service" (or something like that). However, for at least 1 of these bets the stake was not refunded even though there was no hand at all. I think it could have involved 2 or even 3 of the above-mentioned plants. In this case, I would like a refund of at least PLN 600 (because I caught it 100%), but perhaps it is even 3x600 PLN, i.e. PLN 1,800

MyEmpire didn't even bother to provide a normal answer on this matter (why/what/how), they just wrote dryly that they had considered it and that was it, without providing any specifics. When I write to the manager, he keeps writing that they cannot be responsible for errors made by the game provider, etc., but it's me who suffers from it. As you can see above, I also want the PLN 400 + PLN 600 refund (2nd and 3rd irregularity). Screenshots of this situation won't help anyway, and I didn't keep any recordings as evidence at the time.

I am asking for help in this situation, because I am an honest person and I was very deceived.

Dear mqnabz7,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please forward me your game history from April 25 in Excel format? You may request it directly from the casino and then send it to me. My email address is veronika.l@casino.guru. Kindly include all the communication between you and the casino that could be relevant to the investigation as well.

Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Veronika

I just sent a request for such a compilation of game history. As soon as I receive such a file from them, I will send it along with the correspondence

regards

Thank you for the information. Have you received any response from the casino yet? Please let me know.

Still no response. Today I've sent them reminder.

The request was sent 9.06 so they normally have 2 weeks for answer i guess.

regards

Have you received no response for your email at all? Please understand that without sufficient evidence, we are unable to continue with the investigation.

Dear mqnabz7,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I've sent you msg on your e-mail. This casino is frivolous. They don't react on my msg. Today tryed to contact with menager. Still haven't any response from them. I've sent 1-st msg to them 9.06.2024. Don't know how to do now

I have just sent the required correspondence regarding the matter to the e-mail address provided: veronika.l@casino.guru. Please read and help me solve the matter. Kind regards

Thank you for the emails. The casino stated in the email from 9 June that the questionable bets have been checked with the game provider. Have you received any more specific evidence about the results of the investigation?

Unfortunately, I didn't receive anything detailed from them - only information that they checked (but I know what I saw). It seems to me that such hands should normally be recorded, so there shouldn't be a problem proving it.

Thank you very much, mqnabz7, 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, mqnabz7,

I am sorry to hear about your trouble and apologize for the delay. 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 MyEmpire Casino team,

Could you please look into the user's issue in detail and explain what happened? Can you also support the results of your investigation with relevant supporting evidence?

Feel free to send the necessary details and evidence to my email address (branislav.b@casino.guru).

Dear All,

Thank you for reaching out to us.

Please be informed that the information about these bet IDs (10242235909, 10241695973, 10241732717, 10241758181) was forwarded to the relevant department for a thorough check with priority.

We'd also like to let you know, that the case related to the bet ID 10247786965 was resolved on 28/05/24 and the amount of 300 pln was added to the user's balance.

Please, note that any cash winnings we may add manually to the user's balance after a thorough check will be wager-less and he can withdraw them any time. In case of any difficulties related to withdrawal of these winnings, do not hesitate to contact us for assistance.

Kind regards,

MyEmpire.com team

Dear All,

We have investigated the provided information and here are the results:

10242235909 - Missing win of 400 PLN was located and added to the user's balance.

10241695973 - Round was settled correctly and there's no missing win.

10241732717 - Missing win of 600 PLN was located and added to the user's balance.

10241758181 - Round was cancelled by the provider and the user received the amount of his bet back.

We have added 1000 PLN to the user's balance based on the results of the investigation.

Kind regards,

MyEmpire.com team

It was not possible right away? I waited 2 months for the refund of these funds. Nevertheless, thank you for the positive consideration and intervention of casino Guru. I hope that such situations will not occur in the future

Great news, guys!

Thank you, mqnabz7, for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As for your question and the time that it took - unfortunately, we know that casinos' Customer Support agents are not fully competent or friendly all the time, but, we communicate with different people from casinos here, in the Complaint Resolution Center. Therefore, although I understand your point and also consider the processing time too long, the most important is that your issue has been successfully sorted out. Let's stay positive.

Thank you very much, MyEmpire Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru