The player from Italy had won €4500 and was permitted to withdraw only €500 at a time. After receiving just €500, the casino had blocked the account for verification and later closed it, citing duplicate accounts. The player was seeking to claim the remaining €4000. She had admitted to using her son's rechargeable card for transactions, which was against the casino's terms of service. We had explained that this breach of rules resulted in difficulties in every online casino, where winnings might not be honored. We had regretfully informed her that we could not assist in recovering the winnings due to the breach of rules. The complaint was consequently rejected.
MyEmpire Casino - Player's winnings confiscated, account closed due to duplication.
Amount: €4,500
MyEmpire Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
7 months ago
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Public
7 months ago
Translation
Good evening, while playing with this casino on 06/04/2024, I won €4500. It wouldn't allow me to withdraw the entire amount at once, but I could only withdraw €500 at a time, and submit up to three withdrawal requests simultaneously.
After making my first withdrawal request, I submitted the remaining ones.
I only received €500 and on April 11, my account was temporarily blocked for verification purposes.
On 25/04/2024, they asked for information about the cards I used. I provided the details of two cards (one registered to my company, the other to a friend of mine).
Today, on 12 May 2024, during a chat, they replied to me by copying the conditions from the terms of service and told me that my account is a duplicate, my winnings have been nullified, and my account has been closed and cannot be restored.
I am seeking help to claim the remaining €4000 I won.
Thank you.
Automatic translation:
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7 months ago
Dear Silvana77,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions of the casino, and this is what I found https://myempire2.com/it/rules
4.1 Aprendo un account sul nostro sito web e utilizzando il nostro sito web, l'utente dichiara:
la carta di credito/debito o qualsiasi altro metodo di pagamento che il cliente utilizza per ricaricare il saldo del proprio conto appartiene al cliente, non è stata rubata e non è stata persa da un'altra persona. La Società si riserva il diritto di chiudere il conto e di annullare qualsiasi vincita in caso di ragionevole sospetto di violazione della presente garanzia da parte dell'utente.
Furthermore, please check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players:
"Payments
For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."
Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.
If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.
Thank you very much in advance for your reply and understanding.
Best regards,
Tomas
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7 months ago
Translation
Good morning, I don't have any credit cards registered in my name. My account was already verified, and it only let me withdraw by debit to the card and not by bank transfer.
I used my son's rechargeable card, and I charged the withdrawal to the same payment method.
I did not break any laws, the card was not and is not stolen.
How can they keep my money? It would be correct to say that they cannot send me the money there, and ask me for an IBAN on which to deposit my winnings.
How can I get my winnings?
Automatic translation:
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7 months ago
If you use any other deposit method that isn't in your own, you'll encounter issues in every online casino, where your winnings might not be honored.
I wish I could be of more help but considering your description of events we might not assist you recover your winnings.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.
