A player from Spain used his mother's details to open an account to circumvent a legal incapacity due to gambling problems. The casino never asked for ID or verification. The player is now attempting to claim the total amount of the deposits but is being denied. The complaint was rejected as the player breached the casino terms by registering with 3rd party details.
MyEmpire Casino - Player faces difficulties retrieving deposits.
Amount: €400
MyEmpire Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
7 months ago
Public
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7 months ago
Translation
Hello,
I opened an account using my mother's details since I'm registered with the General Directorate of Gaming Management and legally incapacitated by a judge due to gambling problems. However, at no point was I asked for my ID or to verify the account. So, I could have also registered with my name.
Now, I'm claiming the total amount of the deposits and they're denying it.
Automatic translation:
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7 months ago
Hello Patry,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with MyEmpire Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if you ever did exclude yourself directly from this casino? How long have you been playing there? Is your account currently still active?
Just to clarify, if you did not exclude yourself directly in the casino, your above mentioned self-exclusion is not relevant at all as the casino could now know about it. On the other hand you registered with a 3rd party details so the casino is not obligate to refund you anything and may confiscate all your balance and ban your account.
Looking forward to your answer.
Regards,
Nick
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7 months ago
Translation
Hello,
I think that since they are not Spanish pages, they do not require ID or account verification.
I have registered with my name and have had no problems playing and making deposits. I have made deposits of €1,200 which I also request to be refunded.
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7 months ago
Translation
They have confirmed to me that they are not going to return the €1,200 because they do not refund deposits according to them.
I have the conversation saved on my phone in case you need it.
Automatic translation:
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7 months ago
Translation
No, I thought self-exclusion was automatic. I've been playing for a few weeks. Accounts have been blocked
Automatic translation:
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7 months ago
Hello Patry,
As already stated above, you breached the casino terms by registering with 3rd party details therefor the casino is not obligate to refund you anything.
Also please keep in mind that the best way to prevent gambling is to self-exclude yourself directly in the casino as General Directorate of Gaming Management has no affect at all in this case.
The complaint will be now rejected for the above mentioned reasons.
Best regards,
Nick
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