The player from Germany's account at MyEmpire Casino is closed after winning 1,500 euros, as he delayed the account verification process requested after his win. Following attempts to verify, he found his account locked, and was informed it would remain closed permanently due to a terms and conditions clause. He seeks assistance in retrieving his winnings.
MyEmpire Casino - Player's account has been closed.
Amount: €1,500
MyEmpire Casino
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Case opened
Current status
Waiting for casino to reply
5d 9h 56m 28s
Case summary
yesterday
Public
Public
2 weeks ago
Translation
Good day,
Several months ago, I won 1,500 euros at MyEmpire Casino. Before that, I actively used this casino, played a lot, but never received a significant win. Therefore, verification was never required.
After winning the 1,500 euros, I attempted to withdraw my winnings. However, this did not work. On 04.09, I received an email requesting that I verify my account. Unfortunately, I was on a long journey at the time and did not have the necessary documents with me, so I postponed the verification to a later date.
On 24.09.2024, I received another email from the KYC Support asking me to verify my account. A few days later, I tried to log in to complete my verification. However, this was no longer possible, as my account had been locked.
When I contacted the casino (see email correspondence), I was informed that my account had been closed due to T&C 5.3. When I protested, I was told that my account would remain permanently closed.
I am shocked, especially as I have already spent a lot of money at this casino. Verification was never necessary before. Now, after winning, I delayed the verification for a while, and my account was suspended and my winnings withheld.
I sincerely hope you can assist me in getting my money and resolving this issue.
Thank you very much!
Automatic translation:
Public
Public
1 week ago
Dear Aero1,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the General T&Cs and I found this:
5.3 You must provide these documents and information within 30 (thirty) days after the request is made. We reserve the right to withhold payment and/or suspend your account until you provide the documents and information we requested, and to permanently close your account if you fail to do so in time. We will usually verify your documents and information within 10 (ten) days after our request is answered in full, however, depending on the circumstances and complexity of a given case, additional time and/or checks may be required to complete verification.
- Do I understand correctly that you haven't provided any documents to verify your identity yet?
- Could you please confirm that you are ready to provide all the required documents if necessary?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Public
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1 week ago
Translation
Hello Kristina,
many thanks for the quick response.
Correct, I have not submitted any documents yet.
Of course, I will make all documents available as soon as this is possible again.
Best regards,
Heiko
Automatic translation:
Public
Public
6 days ago
Thank you very much, Aero1, for your cooperation. I will now transfer your complaint to my colleague Jakub (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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3 days ago
Translation
Hello, is there any news? Thanks for your help!
Automatic translation:
Public
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yesterday
Dear Aero1,
I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the MyEmpire Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear MyEmpire Casino,
Could you please provide a comprehensive explanation of this case, including the reasons behind the closure of the player's account?
Thank you in advance for your response!
Best Regards,
Kubo
MyEmpire Casino has 5d 9h 56m 28s to reply
