MyEmpire Casino - Player's bitcoin deposit not credited.

I deposited NOK in bitcoin on Friday. My amount was never credited on the site even though the amount has been transferred and approved. I have sent all the information to customer service. But I only get a reply that I will get an email when they find out about this. They say it is because of a 3rd party payment provider, but this is just nonsense as it is a btc transfer between wallet to wallet.

Need help getting my deposit credited. Also want to warn others against playing on this site. Never experienced such bad customer service.

Dear Hansenboss,

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

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Nick

Hello, Thanks for reply. The deposit was made from my crypto wallet (btc) so there is no provider I can contact. They mention a third party, but this cannot be true as I transfer to their crypto wallet. The casino must have access to its own wallet. This seems very strange...

Hello, I feel that I have not received the help I should have needed from you. Then I use your site and link to find a casino with a good reputation.

Hello Hansenboss,

Would it be possible to forward a screenshot of the wallet address where you was supposed to send the BTC deposit? Did you check if it really does match with the one you send it to or a mistake might have happen?

Hello,

Here is a screenshot of my deposit to the btc wallet that empire have.

Its comfirm that have used the right adress and that the transaction is completed.

Anders

Hello Hansenboss and thank you for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Hansenboss,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite MyEmpire Casino to join the conversation.

Dear MyEmpire Casino,

Can you please provide more information on why has the player's deposit been not credited to their casino account? It looks like the transaction has been made directly to your (casino) wallet.

Dear Customer,

Thank you reaching out to us.

We would like to inform you that we have checked your payment with the relevant department and it has been confirmed that the payment with the transaction hash: afb81e85b30bb1414919b6aeaf8baef3d15d8a91a9092f71cd886f8056259b6a signifies the deposit that was completed on 13.07.2023 in your account.

In case if this is not the correct hash number, we kindly request you to provide the correct transaction hash in order to review your deposit.

Thank you for your cooperation!

Best Regards,

MyEmpire Casino

Hello,

What you are saying now is not correct. I made a deposit on July 12 with Hash: b8aed9bf31806b5096deb74c11f5443a678cf8d2c27f107df33279e76f915c98. I am attaching a screenshot of this. If you click on the blockchain address that is attached here. then you can see both deposits I have made. July 12 and August 4. The last deposit on 4 August has not been credited to my balance with you.

As you can see, I have transferred 2 amounts to you, with different dates and amounts. They also have different Hash. So there is something wrong with their system.

July 12 blockchain: https://www.blockchain.com/explorer/transactions/btc/b8aed9bf31806b5096deb74c11f5443a678cf8d2c27f107df33279e76f915c98

August 4 blockchain: https://www.blockchain.com/explorer/transactions/btc/afb81e85b30bb1414919b6aeaf8baef3d15d8a91a9092f71cd886f8056259b6a

Dear Customer,

We apologize for the confusion.

We would like to inform you that 22.30 EUR which is equivalent to your amount has been added to your gaming account.

Thank you for your cooperation!

Best Regards,

MyEmpire Casino

Hi, Thank you for being able to resolve this matter.

Thank you MyEmpire Casino for handling the issue.

Dear Hansenboss,

I'm glad your deposit has been successfully credited to your casino account. Is there anything else we can help you with or can we consider your complaint resolved?

Hello,

Thats all.

you can close the complaint.

thanks for the help.

Thank you for your response, Hansenboss.

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Hansenboss, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru