MyEmpire Casino - Player's winnings confiscated after prolonged account verification.

When I made my first deposit bonus, the process stalled, and it wouldn't complete. I sent them a message, but it took days to correct the issue. Meanwhile, I continued playing and my balance reached almost €3500. I initiated withdrawal of €1000, €500 per day, because I was not allowed to withdraw more. Later, they closed my account for identification. I had a remaining balance of €2300, but I couldn't access my account. The identification process took a month because they wouldn't accept my ID, given that it was expired. They didn't inform me that I could provide my driver's license instead. When they finally reopened my account, my balance was gone. They credited me €256 and stated that €740 were deducted due to the bonus error which was their mistake. When I asked about the remaining balance, they stopped responding to my emails and chats. Often, they kicked me out of the chat, delayed their responses, or told me they would respond to my emails. In my opinion, avoid getting involved with them; they are scam artists.

Hello Elenhtsi,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Empire.io Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did the casino specify what error caused the issue with your balance? Do you still have available betting history which you could forward to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Dear Elenhtsi,

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.

I will send you to your mail everything I have all the mails and screenshots

And the wrong bonus they say is because when I received the first deposit bonus while I had topped it up it wouldn't release ..I sent them a message and informed them but they didn't tell me not to play or anything so until they did I kept playing... What am I to blame for their mistake?

Hello Elenhtsi,

Could you please clarify how much did you deposit and how much bonus money did you get? Is it also possible to forward your deposit, bonus and betting history to nikolas.b@casino.guru?

if I remember correctly, I put in 20 euros and got another 20 euros in bonuses... I have sent you an email

Hello Elenhtsi,

Would it be possible to also forward your full betting history where it is clearly visible that your balance was higher and later deducted by the casino?

Dear Elenhtsi,

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.

On the 14th and 15th of July I clicked to withdraw €500 because it only left me €500 a day and as you will see they cancel it... Of the 2300 that are left, I actually withdraw the 1.00 which are basically on hold and don't come in since they cancel them and 1300 left If I remember correctly, I play €300 and there is another 1000 left... And then they write to me that the 740 is something that they have taken away, that it is from a wrong bonus of theirs and they put another €256 somewhere so everything looks detailed one by one thousand I had pressed withdrawal and it was on hold and they canceled it never put it in and they claim we are fine

Hello Elenhtsi,

Isn't it possible to forward the bonus history or at least a windows showing which exact bonus did you use?

It was the first deposit bonus...while I had completed it it was stuck saying I didn't complete it...I had sent them a message and let them know...until they did I continued to play

Thank you Elenhtsi for all the information provided. As it is still unclear why did the casino cap your winnings, I will be forwarding your complaint to my colleague Michal who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Elenhtsi,

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 the confusion with the bonus and the winnings from it? If the player has fulfilled all the bonus conditions, they should be eligible for the whole winnings. If the information can't be shared publicly, please forward it to me at michal.k@casino.guru

Dear Customer,

Thank you for reaching out to us. We appreciate your communication and want to provide you with a detailed explanation regarding the recent adjustment to your bonus balance.

As outlined in Article 15 of our welcome bonus terms, the maximum amount that can be credited to your real balance after wagering the first deposit bonus is limited to 10 times the initial bonus amount.

"15. The maximum amount which can be released from the bonus will be equal to 10x the initial bonus amount. For example: the maximum amount to be credited in the real balance from a 10 EUR bonus will be 100 EUR."

We understand that you had a 24 EUR bonus, and as per the terms, the maximum credited amount should have been 240 EUR. However, due to some necessary technical updates on our project, a higher amount was initially credited to your balance upon completion of the wagering requirements.

To rectify this situation, we have made the following adjustments:

We deducted the excess amount from your balance, which exceeded the 240 EUR limit.

In order to compensate for any inconvenience this may have caused, we have added an additional 16 EUR to your balance.

Your current balance became 256 EUR, which reflects the correct calculation according to our bonus terms and this balance was successfully paid out to you.

We sincerely apologize for any inconvenience or confusion that may have arisen due to the technical updates. We greatly appreciate your understanding and your continued support as our valued customer.

If you have any further questions or require additional assistance, please do not hesitate to contact us.

Best Regards,

MyEmpire

let's take it from the beginning ... while I had completed the bonus round it was stuck and it seemed that it would not complete ... I sent you a message and you took several days to fix it, you continued to let me play. after you corrected it, why wasn't the amount automatically deducted? since you say there is a maximum amount that I get back? in the end, when I had reached the money of 3,300 somewhere, I have it all in photos.. I take out the 1000 euros, 2300 are left, of which I play the 300 euros, when there are 2000 left... then I pressed to withdraw 2 times from 500 euros (because you left 500 to withdraw every day) you asked me for identification and while you are driving me nuts with the identification, we spend almost a month to do identification so that the 1000 that requests withdrawal and is waiting for you to be paid, you suddenly close the account without me being able to I have access ... and while my account is closed, I receive emails that withdrawals are being made and I send you a message and inform you... (I have everything in an email) the account is opened after a month and you give me the money that you mean the 256 euros....from the 2,000 euros I was expecting, we subtract the 256, leaving 1,744 euros... I am being informed of a mistake in the value of the bonus of 740 euros, where are there 1,000 euros left, this money that has gone? I have sent you many emails and you never answered me

Dear Customer,

Thank you for reaching out to us again.

We would like to inform that your account was closed for investigation and we sincerely apologize for any miscommunication that happened with our support team.

Moreover, we want to emphasize that you had a 24 EUR bonus, and as per the terms, the maximum credited amount should have been 240 EUR. However, due to some necessary technical updates on our project, a higher amount was initially credited to your balance upon completion of the wagering requirements.

After investigation your account was reopened, and all the extra balance was deducted from your account that includes the 1000 EUR and the 743.22 EUR.

We understand that it has not been a good experience therefore to compensate for any inconvenience this may have caused, we have added an additional 16 EUR to your balance that brings your balance to 256 EUR, which reflects the correct calculation according to our bonus terms and this balance was successfully paid out to you.

We would like to once again draw your attention to the following article from our terms and conditions:

"15. The maximum amount which can be released from the bonus will be equal to 10x the initial bonus amount. For example: the maximum amount to be credited in the real balance from a 10 EUR bonus will be 100 EUR."

Thank you for your understanding!

Best Regards,

MyEmpire

from the moment it came off so to speak and the bonus was completed the money had to be withdrawn immediately...this was all your fault and not mine..I knew I had this money in it and the account was closed after days and not immediately you normally let me continue playing...and since it was your fault I have no responsibility and the money should have been credited...you showed that you are not a trustworthy company and as I said above not to mention your support team... what I know is that to those I know who play and to those I can tell, I will tell them not to trust you

Thank you all for the response.

Dear Elenhtsi,

Although I can understand your frustration, the casino has mentioned this in their T&Cs:

6.19 In case of software malfunctions, erroneous financial transactions, etc., the Company has the right to write off incorrectly accrued funds from the customer's accounts, and also undertakes to refund all amounts incorrectly written off or not accrued due to technical problems to customers' accounts during 30 (thirty) days from the time such failure has been detected.

6.20 In case the Company has mistakenly (due to a technical error in the winnings table, an error caused by a human factor or a different kind of error) replenished the customer's account with funds that do not belong to him, then this amount will be considered the property of the Company and will be deducted from the customer's account. If a customer withdraws funds that do not belong to him before the error was noticed, then the mistakenly paid amount (without prejudice to the legal means and actions of the customer) will be considered as a customer's debt to the Company. In the event of an inaccurate replenishment of the balance, the customer must immediately notify the Company via e-mail. 

The mentioned issue "due to some necessary technical updates on our project, a higher amount was initially credited to your balance upon completion of the wagering requirements." was only discovered after the investigation, and only after the investigation ended were the "excessive winnings" deducted.

I can agree with you that the casino system should have corrected your balance far sooner, and the casino team could have informed you about the occured situation much better. Sadly, no system is 100% perfect, and such errors can unfortunately happen.

This situation is indeed unfortunate, but as your winning originated from the bonus, the rule 15. The maximum amount which can be released from the bonus will be equal to 10x the initial bonus amount still applies, and the casino team has amended your balance correctly.

Again, I agree with you that, from a user experience point of view, this situation is far from ideal, however, it seems the casino team has acted within its terms and conditions.

Dear MyEmpire Casino,

As mentioned, we are aware that no system is 100% perfect and that your intent in updating your system was not to in any way mislead customers. However, when changes are introduced to your system or terms and conditions, they should be implemented in a way that doesn't negatively impact any customers. Is it feasible for you to provide some form of compensation to the player for the inconvenience experienced?

Dear Michal,

Thank you for giving us the opportunity to explain this.

We would like to inform you that, in an effort to compensate the inconvenience caused, we have already credited an additional 16 EUR in cash to the customer's balance.

Furthermore, we want to assure you that the total amount of 16 EUR, in addition to the customer's winnings of 240 EUR, has been successfully processed and transferred to the customer's bank account.

We trust that this action on our part, coupled with the successful payout, addresses any concerns or issues surrounding this matter. Your understanding in this situation is greatly appreciated.

Best Regards,

MyEmpire

Dear Elenhtsi,

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.

We don't need to deal with them any more, I said my opinion, I informed you how I will behave... and slowly you spent the 16€ you gave...

Dear Elenhtsi,

As previously mentioned I agree with you that, from a user experience point of view, this situation is far from ideal, however, the casino team has clearly explained what happened, why and how your winnings have been adjusted. The casino team has acted in alliance with their terms and conditions that's why I cannot pursue this complaint further. From my understanding, you have successfully withdrawn the €256 to which you are entitled, in accordance with the rule stating, "15. The maximum amount which can be released from the bonus will be equal to 10x the initial bonus amount." Considering this, the casino has fulfilled its financial obligations, and there is no additional responsibility towards you. The decision to continue playing at MyEmpire Casino is entirely yours, but I believe the situation has been adequately clarified.

Can I help you with anything else?

No thanks

Dear Elenhtsi,

Thank you for confirmation. Since the matter has been adequately clarified, and you have received the entitled winnings in accordance with the casino's terms and conditions, this player complaint is now deemed unjustified and will be rejected. I acknowledge that this situation may not be ideal from a user experience perspective, but the casino team has provided a clear explanation of the incident, including why it occurred and how your winnings were adjusted.

I recommend reviewing the bonus terms and conditions before activating any bonuses to prevent future disappointments. I appreciate the cooperation of both parties in resolving this matter.

Elenhtsi, please feel free to reach out if you encounter any issues with this or any other casino in the future. We will do our utmost to assist you.

Best regards,

Michal

Casino Guru