A player from Germany encountered an error with the bonus wager counter in the casino, which got stuck despite the player meeting the requirements. This issue has led to the temporary suspension of their account. Concerns are raised about approximately 31,000€ in winnings being at risk due to this issue. The complaint was closed as the player stopped responding.
MyEmpire Casino - Player’s account temporarily frozen due to bonus wager issue.
Amount: €31,000
MyEmpire Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
9 months ago
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9 months ago
Translation
Hello,
my account was frozen yesterday when the wager counter of the bonus got stuck 50 cents from conversion.
Of course, I contacted support, as this is clearly disadvantaging me. They suggested solutions such as clearing cache + cookies, etc. Having done that, it didn't help.
I continued to play to somehow convert the remaining approximately 0.50€ through many different games.
I already had about 12,000€ in bonus credits on my account and subsequently won another 19,000€, which were then added to my real money balance. That made a total of about 31,000€. However, the bonus money was stuck on the last ~0.50€ wager. Naturally, I didn't want to merely cancel it. I wrote to the support team again and was told that it would be forwarded. Apparently, it has been now, and my account has been frozen for 24 hours. When I follow up, I kept getting fobbed off.
I have an uneasy feeling that I could lose all the money I've won.
As I said, it was not a mistake in playing; the problem was solely with the casino's bonus wager counter. Now I worry that the casino might take advantage of this issue to favor them and even cancel the real money balance that I've won.
The bonus would have been wagered far away; it was just "stuck" at about 99.99999%.
Has anyone here had similar experiences at this casino?! Do I need to be concerned or not?
As I said, this is not about a few euros but about approximately 31,000€.
Many thanks!
Automatic translation:
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9 months ago
Hello MaKo96,
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 your account is already verified and if yes, since when exactly? Is your account fully disabled or you just can't play any games? When was the last time you spoke to the casino and what was their response regarding this issue.
Looking forward to your answer.
Regards,
Nick
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9 months ago
Translation
Hello, Thanks for the quick reply. The account is not fully verified, I just signed up, deposited and won.
the account is temporarily completely frozen according to the casino, i can't log in.
I wrote with the live support this morning, but I got the same answer as yesterday.
Best regards
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9 months ago
Translation
Hello,
my account was finally unlocked today after 4 days of verification. And just as I suspected, the casino wants to betray me completely.
I had a bonus balance of around €14,000 shortly before the bonus was successfully implemented. At €10,497.75 of €10,500.00 the bonus counter hung up a second time and stopped running. Was also immediately reported to the support.
This means the bonus has been successfully wagered.
Now my account with !!!!!86€!!!! Real money balance released again. The rest of the money is completely gone.
Bonus balance when the counter hung himself 
unbelievable what the casino has demolished after 4 days of investigation!!
Automatic translation:
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9 months ago
Would it be possible to forward your betting history to nikolas.b@casino.guru?
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9 months ago
Translation
I can't get into the account at the moment. They temporarily blocked him again 2 days ago and will probably look at it again.
as soon as I'm back in, I'll send it to you, just have to see how I can save and send the complete history.
Automatic translation:
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9 months ago
Hello MaKo96,
Will be waiting for the e-mail from you with the requested information. Please forward it as soon as it will be possible.
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