The player from Germany had deposited 25 EUR and had been promised additional bonuses that were not granted. Instead, the casino had locked the player's account, causing him to lose his initial bonuses. We had communicated with the player, asking for the active balance at the time of account closure. However, due to the lack of response from the player, we were unable to proceed with the investigation or provide potential solutions. Consequently, we had to reject the complaint.
MyEmpire Casino - Player's bonus is unfulfilled and the account was locked.
Amount: €25
MyEmpire Casino
Safety Index:Very highSafety Index
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9.2
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
9 months ago
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10 months ago
Translation
I deposited 25 EUR today. I was granted a bonus of 25 EUR and 50 free spins. I used up my 25 EUR and that was it. I then chatted with customer service and they promised me an additional bonus of 50 EUR. However, nothing was given, my account was locked, and thus my bonus 25 EUR and 50 free spins were lost. This is not fair. After all, I have a right to my bonus. I beg you, please help me.
Automatic translation:
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10 months ago
Dear Sim92,
Thank you for submitting your complaint. I'm sorry to hear about the challenges you're facing.
Please understand that we cannot penalize the casino for revoking your bonus privileges. Casinos, as a general practice, reserve the right to restrict or close player accounts if they suspect irregular play, engage in questionable activities, or for no specified reason.
It's important to note that casinos are not obligated to provide bonuses, and the privilege of receiving them can be limited or withdrawn at any time without notice. While it would be ideal to inform players of new restrictions, unfortunately, it is not a standard practice.
- Could you please advise how much was your active balance at the time of the account closure?
Thank you in advance for your reply.
Best regards,
Petronela
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9 months ago
Dear Sim92,
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.
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9 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
