Empire777 Casino - Se niega la retirada del jugador debido a "actividad fraudulenta".

My withdrawal of about $30,600 was refused.

They say, "We detected your fraudulent activity and have frozen your account. If you want us to unfreeze your account, please agree to forfeit your entire balance."

When I asked them what specifically constituted fraud, they replied that they could not disclose anything.

Dear akisane,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

Best regards,

Petronela

• I registered in January 2021 and I’ve completed my account verification successfully
• I have mainly been playing blackjack against the computer and also played live casino and other slots from time to time.I have never bet on sports.
• Empire Casino pays a 0.5% rebate on the wager, which I have been receiving.

I'm sorry, but when I checked, the balance was actually $26,871.

Thank you very much, akisane, for the clarification. Is there any relevant communication between you and the casino that would help us to understand the whole situation? You can forward it to petronela.k@casino.guru. Meanwhile, I changed the disputed amount from $30,600 to $26,871.

I haven't had any contact with Empire777 Casino since they only ask me to agree to a full surrender of my balance.

Nevertheless, yesterday, I received an email from Empire777 Casino stating that they had completed forfeiture of my balance even though I had not agreed to forfeit my balance.

Could you please forward any relevant communication before we contact the casino directly? Thank you very much.

Does that mean I should negotiate directly with Empire Casino to request a refund?

I have already done that.

However, as mentioned above, Empire Casino ignored my request for a refund and forcibly forfeited my entire balance.

I was just wondering if you had any emails or screenshots of live chat communication that would help us before we contact the casino directly. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, akisane!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

I understood what Ms.Petronela meant.

I would like to send some screenshots of the email, how should I do this?

Akisane, all pictures and messages containing personal information will be kept private and can only be seen by the casino representative and us.

Sorry, I sent the text before I finished editing it.

Please tell me how to send a screenshot of the email.

If I paste it here, it will become a small image.

Please, try to attach it here, in the complaint thread, it will probably be possible to open it and the full image after you publish the message.

Here are screenshots of the email from Empire Casino.

They were originally written in Japanese and translated into English using automatic translation.

"I apologize for the May rain ceremony." written in the fourth screenshot is a standard Japanese business sentence and has no deep meaning.

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.

We have decided to set the timer for one more week, as we are still trying to establish the contact with the casino.

Hello, Akisane!

I have been communicating with the casino representative and they have declined to provide any proof of your alleged fraudulent activities. With this in mind, I can say that there can be no firther progress in resolving this complaint. Therefore, I must close this complaint as unresolved, which will affect the casino rating. At the same time I recommend you to open the complaint with the regulator. Empire777 Casino is licensed by the Gaming Curacao, their e-mail for complaints is info@gaming-curacao.com. If you will lodge the complaint and receive the response from the regulator, please, let me know to my e-mail: pavel.k@casino.guru. I am sorry I could not help more.

Respectfully,

Pavel K

Casino Guru Team

We have decided to reopen this complaint as we are investigating further into the matter.

Akisane, hello! I would like to ask you about the nature of the disputed amount. Does it fully consist of your deposited and wagered funds or is part of it the rebate bonus or does the entire sum consist of the rebate bonus?

I deposited $8500 to Empire 777 Casino in October 2022.

So it consists of my small deposit and a large rebate bonus.

Hello, Akisane and the Empire777 Casino!

Our team has thoroughly investigated and discussed this case. Unfortunately, casino's decision is different from our point of view. We have tried to explain it to the casino and to persuade them, but there was no success. We cannot share all details, but I can say, that we consider casino's actions unfair. I would suggest the player to lodge a complaint with the regulator, as I have mentioned above: info@gaming-curacao.com.

Also, we would suggest to the casino to reconsider breached rules, so no more players will be victims of it and casino does not suffer further losses. If you will need to, we can provide our help with it.

At this point I am forced to close this complaint as unresolved.

I am sorry I could not be more of help.

Respectfully,

Pavel K

Casino Guru Team