MyEmpire Casino - Hráčský účet byl uzavřen.

Good day,

Several months ago, I won 1,500 euros at MyEmpire Casino. Before that, I actively used this casino, played a lot, but never received a significant win. Therefore, verification was never required.

After winning the 1,500 euros, I attempted to withdraw my winnings. However, this did not work. On 04.09, I received an email requesting that I verify my account. Unfortunately, I was on a long journey at the time and did not have the necessary documents with me, so I postponed the verification to a later date.

On 24.09.2024, I received another email from the KYC Support asking me to verify my account. A few days later, I tried to log in to complete my verification. However, this was no longer possible, as my account had been locked.

When I contacted the casino (see email correspondence), I was informed that my account had been closed due to T&C 5.3. When I protested, I was told that my account would remain permanently closed.

I am shocked, especially as I have already spent a lot of money at this casino. Verification was never necessary before. Now, after winning, I delayed the verification for a while, and my account was suspended and my winnings withheld.

I sincerely hope you can assist me in getting my money and resolving this issue.

Thank you very much!

Guten Tag,

ich habe vor mehreren Monaten 1.500 Euro im MyEmpire Casino gewonnen. Auch davor habe ich dieses Casino aktiv genutzt, viel gespielt aber nie einen großen Gewinn erhalten. Deshalb war eine Verifikation nie erforderlich.

Nachdem ich die 1.500 Euro gewonnen habe, habe ich versucht diese auszuzahlen. Dies hat aber nicht funktioniert. Am 04.09. erhielt ich eine E-Mail, in welcher ich aufgefordert wurde mein Konto zu verifizieren. Da ich mich aber unter anderem auf einer langen Reise befand und die entsprechenden Dokumente nicht zur Hand hatte, verschob ich dies auf einen späteren Zeitpunkt.

Am 24.09.2024 erhielt ich eine weitere E-Mail vom KYC Support, welcher mich bat, mein Account zu verifizieren. Einige Tage später versuchte ich mich einzuloggen, um meine Verfizierung abzuschließen. Dies war aber nicht mehr möglich, da mein Account gesperrt wurde.

Als ich Kontakt zum Casino aufgenommen habe (siehe Mailverlauf), wurde mir mitgeteilt das mein Konto aufgrund von T&C 5.3 geschlossen wurde. Als ich daraufhin protestierte, erhielt ich die Antwort das mein Konto dauerhaft geschlossen bleibe.

Ich bin schockiert, vor allem da ich bereits viel Geld in diesem Casino verspielt habe. Hier war nie eine Verfikation notwendig. Und nun schiebe ich diese nach einem Gewinn einige Zeit auf - und mein Konto wird gesperrt und der Gewinn einbehalten.

Ich hoffe sehr, dass Sie mich unterstützen können, mein Geld zu erhalten und die Angelegenheit zu klären.

Vielen Dank!

Dear Aero1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the General T&Cs and I found this:

5.3 You must provide these documents and information within 30 (thirty) days after the request is made. We reserve the right to withhold payment and/or suspend your account until you provide the documents and information we requested, and to permanently close your account if you fail to do so in time. We will usually verify your documents and information within 10 (ten) days after our request is answered in full, however, depending on the circumstances and complexity of a given case, additional time and/or checks may be required to complete verification.

• Do I understand correctly that you haven't provided any documents to verify your identity yet?
• Could you please confirm that you are ready to provide all the required documents if necessary?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello Kristina,

many thanks for the quick response.

Correct, I have not submitted any documents yet.

Of course, I will make all documents available as soon as this is possible again.

Best regards,

Heiko

Hallo Kristina,

vielen Dank für die schnelle Antwort.

Richtig, ich habe bisher noch keine Dokumente vorgelegt.

Selbstverständlich werde ich alle Dokumente zur Verfügung stellen, sobald das wieder möglich ist.

Beste Grüße,

Heiko

Thank you very much, Aero1, for your cooperation. I will now transfer your complaint to my colleague Jakub (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, is there any news? Thanks for your help!

Hallo, gibt es inzwischen Neuigkeiten? Danke für Ihre Hilfe!

Dear Aero1,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the MyEmpire Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear MyEmpire Casino,

Could you please provide a comprehensive explanation of this case, including the reasons behind the closure of the player's account?

Thank you in advance for your response!

Best Regards,

Kubo

Dear all,

Thank you for your patience.

Kindly be informed that we are checking with relevant department and would get back to you as soon as we have any news.

Best Regards

MyEmpire Team

Dear all,

Kindly be informed that initial verification process had started back in 15.07.2024 in which time customer was active and had requested bonuses , we did not received any documents till 24.09.2024 in this date the customer had been notified one more time on email that he need to upload his documents in order to complete the verification process.

Customer had ignored that requested as well and on 03.10.2024 his gaming account was closed as we followed our Terms and Conditions point 5.3

His last deposit was returned to his payment method account closed and winnings deducted.

Customer was given enough time to present us documents , but had ignored all of our requests we had followed correctly all of the Terms and Conditions , that customer had agreed on.

Best Regards

MyEmpire Team

Dear MyEmpire Casino,

Thank you for the clarification.

Dear Aero1,

Unfortunately, as the casino made every effort to obtain the necessary verification documents from you, and you failed to provide them within the designated 30-day timeframe outlined in Paragraph 5.3 of the casino's Terms & Conditions, we are unable to assist further in your case.

Know Your Customer (KYC) procedures are essential for casinos to comply with anti-money laundering regulations and to protect both the players and the casino from fraud, identity theft, and other security risks. By verifying the identity of players, casinos also promote responsible gambling and help prevent access to gaming by minors. These measures ultimately contribute to a safer and more trustworthy environment for everyone involved.

We believe it is within the casino’s rights to request the required documents and set a reasonable deadline for their submission. In our view, the 30-day period provided is both fair and sufficient for players to complete the verification process. Additionally, timeframes for KYC procedures often align with the regulatory requirements of the casino's licensing authority.

Please note that any winnings accumulated on an unverified account may be considered invalid until the verification process is completed successfully.

Regrettably, in this case, I must support the casino’s decision, and I must therefore reject your complaint as unjustified.

For future reference, I strongly recommend adhering to the casino’s Terms & Conditions and ensuring that all required documents are submitted within the specified timeframes. While I understand this outcome may not be what you had hoped for, it is in line with the casino’s policies and regulations.

Thank you for your understanding. I regret that I couldn’t provide a more favorable resolution in this instance. If you experience any other issues with this or any other casino in the future, please don't hesitate to contact our Complaint Resolution Center. We are always here to assist you.

Best Regards,

Kubo