MyEmpire Casino - Player’s self-exclusion request has been ignored.

Hello, I sent an email to my empire casino and asked them to ban my account due to gambling issues on January 17th.

They should do it within 24 hous but never did. I want to give me back all the diposits since then and close my account!!

Hello JoannaS,

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? How long after your request did you deposit again? How much did you deposit so far in total since your request? When was the last time you spoke to the casino and what was it about? Did they ever respond either on live chat or e-mail support?

Please forward the exact same e-mail with your exclusion request which you sent to the casino to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

I sent them an email That I got the automatic answer that me request will be processed. Never answered me or blocked my account. I tried talking from the chat but it would load(maybe that's my phones fault)

I deposited all the money yesterday and today 26-27/01. It was 220 euros.

My account is not επαληθευμενος even though I have diposited and withdrawn money several times. On the site it says that it doesn't need to be.

I sent print screens from everything

Thank you

Υπάρχει κάποια εξέλιξη με το παράπονο μου;

Thank you JoannaS 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 JoannaS ,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and although I can see that you have indeed informed the casino team to close your account due to gambling addiction, it lacks some other important information. We have prepared this template for your convenience to properly address the account closure due to gambling issues in the future:

When applying for the self-exclusion or account closure due to gambling issues, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.

Example:

Email subject: Self-exclusion or Gambling issues

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to xxx@xxx (you can CC me at xxx@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.

Thank you in advance.

Best regards,

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,

Could you kindly explain the reason for the delayed closure of the player's account? While I acknowledge that processing such requests may sometimes exceed the stated 24-hour timeframe, it is crucial to prioritize these cases promptly. In our collective efforts to promote a safer environment for both players and casinos, we propose a fair approach: considering the player's disclosure of gambling issues, would it be possible to refund the deposits made since they notified you about their situation? We appreciate your consideration of this matter.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

They disabled my account today, after 1 month, and after I have dipositer at least 400 euros total!!!

Dear customer,

Thank you for reaching out!

We are sorry to hear about your situation. Your account has been closed. We will get back to you shortly in regards to the refund request. 

Sincerely,

MyEmpire Administration

I hope you get it sorted immediately and get my money back because I need it and it's the casinos fault Tha didn't protect me by baning my account.

I will let you know if they return my money. Thank you Michal

Πόσο πρέπει να περιμένω για μια απλή επιστροφή των καταθέσεων μου; περίμενα ήδη 1 μήνα για τον αποκλεισμό του λογαριασμού μου.

Εάν δεν μου επιστραφούν άμεσα τα χρήματα θα απευθυνθώ στον αντίστοιχο ελληνικό οργανισμό για να αποκλειστεί το καζίνο σας!!

Michal, can you please contact the casino in private so to return my diposits? I'm waiting over a month, I don't know why is taking so long.

I see other complaints for casinos with lower reviews That solve these cases and returns money in a couple of days..

Thank you

Dear JoannaS,

I empathize with your frustration, and I concur that the refund could have been completed by now. However, it's crucial to recognize that each casino has its own set of rules and processes for handling such situations. I sincerely hope the refund will be swift.

Dear MyEmpire Casino,

Could you kindly inform us of the expected processing time for the player's refund?

Dear customer,

Having investigated the situation, we have come to the decision to refund the amount of deposits made after the initial closure request.

Please let us know if you agree to such settlement of the situation. Please note that, should you accept the refund, it is subject to signing a waiver.

Kindly let us know if you agree.

Sincerely,

MyEmpire Administration

Yes I agree. Please proceed with the refund.

Thank you

Still waiting for almost another week.

Can you please inform me how much time does the refund take??

Dear MyEmpire Casino,

Could you kindly inform us when the refund will be sent to the player?

Dear customer,

We apologize for the delayed reply.

We have just requested some bank details from you via email. The details are required to complete the waiver.

Please provide the requested information and we will prepare a waiver for you to sign.

Sincerely,

MyEmpire Administration

Καλημέρα,

Σας έχω στείλει τα στοιχεία και αναμένω το έγγραφο παραίτησης.

Παρακαλώ να επεξεργαστεί άμεσα και να μην αναμένω άλλες 7 ημέρες.

Ευχαριστω

Η επιστροφή χρημάτων έγινε οπότε μπορείτε να κλείσετε το παράπονο.

Ευχαριστω για τη βοηθεια Michal και το καζίνο που συνεργάστηκε.

Dear JoannaS,

Thank you for the confirmation. I'm glad to hear that you received the refund and the issue has been finally resolved. We consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help 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