Empire.io Casino - La cuenta del jugador ha sido reabierta sin consentimiento.

Hello,

Because I suffer from gambling addiction, I contacted empire.io by email on February 26, 2024, and asked them to permanently close my account due to gambling addiction. I am happy to provide the emails as evidence. About a week later, the casino sent me an email asking how long I wanted to close my account: 1 week, 1 month, 6 months, or forever. I chose forever. (According to the responsible gaming manager, the casino's information states that an account that is permanently closed may not be reopened under any circumstances.)

Without contacting me, my account was reopened on May 19, 2025, so I was able to make uncontrolled deposits and lose money again.

I request the casino to refund all my last deposits since May 19, 2025.

Greetings,

Tuscani090283

Hallo,

da ich unter Spielsucht leide, habe ich mich am 26.02.2024 per Email an das empire.io gewendet, und gebeten mein Konto für immer wegen Spielsucht zu sperren, gerne kann ich die Emails als Beweise vorlegen.Das Casino hat mir ca 1 Woche später eine Email gesendet mit der Frage wielange ich mein Konto sperren möchte, 1 Woche,1Monat,6 Monate oder für immer..habe für immer gewählt .( Laut dem Verantwortliche Spielen ,steht in dem Info des Casinos, das ein Konto was permanent geschlossen wird, darf unter keinen Umständen wieder geöffnet werden.)

Ohne mich zu kontaktieren, wurde mein Konto am 19.05.2025 wieder geöffnet so das ich wieder unkontrolliert einzahlen konnte und Geld verlieren konnte.

Ich bitte das Casino mir seit alle letzten Einzahlungen ab dem 19.05.2025 zurück zu zahlen.

Grüsse,

Tuscani090283

Dear Tuscani090283,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Empire.io Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Have you talked to a live chat about your gambling problem after your account has been reopened?
• Have you recently requested for yet another self exclusion?

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,

Katarina

Hello Katarina,

At the time, I had my account closed permanently via email because of gambling addiction. As you can see in my emails, I asked twice for my account to be closed permanently, i.e. forever, with no possibility of reopening. According to Empire.io's terms and conditions, if you read them, it explicitly states that if an account is permanently closed because of gambling addiction, it will not be reopened under any circumstances.

Because I sometimes think my gambling addiction is slowly going away, I saw that my account was open again. I deposited money and realized that my gambling addiction is still there. Therefore, I've now had my account permanently blocked due to gambling addiction, but my account is still open. I'm not depositing anything anymore and am holding out. Please help me get my deposits back, which I would never have made if the casino had taken responsible gaming more seriously.

I would be happy to forward all emails to your email address.

Best regards

Tuscani090283

Hallo Katarina,

ich habe damals mein Konto wegen Spielsucht für immer per Mail schliessen lassen lassen, wie Sie in meinen Mails sehen können 2x drum gebeten das mein Konto permanent also für immer, ohne wiedereröffnungsmöglichkeit geschlossen wird, laut AGB vom Empire.io wenn Sie diese lesen, steht ausdrücklich dass,wenn ein Konto was wegen Spielsucht permanent geschlossen wird,wird unter keinen Umständen wieder geöffnet.

Da ich manchmal denke Spielsucht geht langsamm weg ,habe ich gesehen das mein Konto wieder offen ist, habe ich eingezahlt und gemerkt das meine Spielsucht natürlich noch da ist. Daher habe ich jetzt mein Konto wieder für immer sperren lassen wegen Spielsucht , noch ist mein Konto aber offen, ich zahle nichts mehr ein und halte durch.Bitte helfen Se mir meine Einzahlungen die ich niemals getätigt hätte, wenn das Casino Verantwortliches Spielen ernster genommen hätte, zurück zu holen.

Gerne kann ich Ihnen alle Mails an Ihre Email weiterleiten.

Mit freundlichen Grüssen

Tuscani090283

Hello, just for your information, my account has been permanently blocked due to gambling addiction, after I sent the same email yesterday on May 20, 2025 (permanent exclusion due to gambling addiction) as on February 26, 2024. Attached are the screenshots.

Vg,

Tuscani090283

Hallo,zur Info, mein Konto ist wegen Spielsucht für immer gesperrt , nach dem ich gestern am 20.05.25 die gleiche Email ( permanenter Ausschluss wegen Spielsucht ) wie am 26.02.24 gesendet habe.Anbei die Screeshots.

Vg,

Tuscani090283

Further information

Weitere Info

Dear Tuscani090283,

Thank you for your message and the accompanying screenshots. It appears the casino acknowledges the error and is taking appropriate corrective action. We appreciate the casino's proactive approach in this matter. This complaint will remain open until we receive confirmation that the funds have been successfully returned to you. Please keep us informed of any further developments. We await your update.

Katarina

Hello, complaint has been successfully resolved. Thank you

Hallo Beschwerde ist erfolgreich gelöst.Danke

Dear Tuscani090283,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Katarina

Casino.Guru