MyEmpire Casino - Jugador busca reembolso luego de que se ignorara autoexclusión.

Hello dear Guru team,

Hello dear Myaempire team,

About a month ago I sent an email to Myempire Support, a self-exclusion due to gambling addiction with the request that my account be blocked immediately due to uncontrolled gaming behavior and irrevocably, the casino has this email.

But it was ignored and I was able to continue paying in for about a month.

I sent the same email again after 1 month and my account was blocked 2 days later.

I would like to get back the money I deposited after sending my email because the casino did not block my account.

Hallo liebes Guruteam,

Hallo liebes Myaempire Team,

ich habe vor ca. 1 Monat eine Email an Myempire Suppoert gesendet, ein Selbstauschluss wegen Spielsucht mit der bitte mein Konto sofort wegen unkontrolliertem Spielverhalten zu sperren und zwar unwiederruflich, das Casino hat diese Email.

Aber die wurde ignoriert, und ich konnte ca.1 Monat weiter einzahlen.

Die gleiche Email habe ich nach 1 Monat wieder gesendet, und mein Konto wurde 2 Tage später gesperrt.

Ich möchte gerne mein Geld was ich nach meiner gesendeter Email eingezahlt habe, zurück bekommen, da das Casino mein Konto nicht gesperrt hat.

Dear Tuscani090283,

Thank you very much for submitting your complaint.

I’m sorry to hear about your experience with MyEmpire.

To better understand your case, I would like to ask a few questions:

• When you first sent the email requesting self-exclusion, did you receive any response from the casino at all? Even an automated reply?
• Why did you wait for one month before following up on your request?
• During this time, did you try to reach out to the casino through other means, such as live chat or phone support, to ensure they received your request?

As we’ve advised you in similar cases before, it is important to ensure that the casino confirms a self-exclusion request. Without a confirmation from their side, the account remains active. If you don’t receive a response, it’s crucial to make further attempts to contact them and follow up until you are certain the self-exclusion has been processed.

Please let us know the answers to the above questions so we can assess the situation properly. If you have any emails or other relevant communication with the casino, you can forward them to petronela.k@casino.guru for review.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Hello,

A: I received a ticket number, i.e. an automatic reply.

B: Because I am addicted to gambling, I continued to deposit at the casino for a month after self-exclusion. I also contacted live support, but was told to please send us an email. Which is what I did. My account was only blocked a month later.

I no longer have access to the entire email history or live chats, please ask the casino to provide the data.

Thanks for the support

Hallo,

A: eine Tiketnummer also Automatische Antwort habe ich erhalten.

B: da ich in Spielsucht stecke habe ich bei dem Casino 1 Monat nach dem Selbstausschluss weiter eingezahlt, auch Livesupport habe ich dazu kontaktiert , aber mir wurde gesagt bitte senden Sie uns eine Mail dazu. Was ich getan habe.Erst ein Monat später wurde mein Konto gesperrt.

Zu dem ganzem Emailverlauf sowie livechats komme ich nicht mehr dran, bitte bitten Sie das Casino die Daten zur Verfügung zu stellen.

Danke für die Unterstützung

Hello Tuscani090283,

Thank you for your reply and for providing more details about your situation.

I understand that this has been a challenging time for you. However, as we’ve mentioned in previous complaints, it is essential that all users submitting a complaint are prepared to provide supporting evidence. Without such evidence, we cannot proceed with the case.

In your situation, this could include any emails or correspondence with MyEmpire Casino, such as the automatic reply you received when submitting your self-exclusion request, as well as any records of the live chat interactions where you were advised to send an email.

Since you mentioned that you no longer have access to this information, I would recommend that you request this data directly from MyEmpire. This is necessary for us to investigate further and assist you properly.

Additionally, if you continue to face challenges managing your gambling behavior, I strongly recommend using BetBlocker, which is a free tool that can help you block access to gambling sites across multiple platforms. You can find more information and download BetBlocker here: BetBlocker.

Please understand that without the appropriate supporting evidence, we are unable to take action on your complaint.

Thank you for your understanding, and I look forward to hearing from you with the required documentation.

Hello, is the casino obliged to provide me with this information?

Hallo, ist das Casino verpflichtet diese Information mir zur Verfügung zu stellen?

Hello Tuscani090283,

Thank you for your follow-up.

While the casino isn't strictly obligated to provide you with this information, they should make it available to you as part of their commitment to transparency and to assist in resolving any issues players may encounter.

If you haven't already, I recommend formally requesting this data from MyEmpire Casino, as it is essential for us to proceed with investigating your case.

Once we have the necessary supporting evidence, we can assist you further in resolving your issue.

Thank you for your cooperation, and I look forward to your response.

Hello,

I asked the casino.

As soon as there is an answer I will get in touch.

Tuscani090283

Hallo,

habe das Casino angefragt.

Sobald Eine Antwort da ist melde ich mich.

Tuscani090283

Hello Tuscani090283,

Thank you for your update and for letting us know that you’ve contacted the casino.

Please feel free to get back to us as soon as you receive their response. Once you are able to provide the requested information or any relevant communication, we will be happy to continue with the review of your case and assist you further.

Looking forward to hearing from you.

Hello, the casino has not responded yet.

Hallo das Casino hat bis heute nicht geantwortet..

Dear Tuscani090283,

Since the submission of your complaint on 8th March 2025, we have not received any supporting evidence from you that confirms your request for self-exclusion or any relevant communication with the casino. Without this critical information, we are unable to proceed with investigating your case.

As a result, we must close this complaint for the time being. If you come across any supporting evidence in the future, we would be happy to reopen the case and assist you further. Please ensure that all future complaints are submitted with the necessary documentation, as we will be unable to process any complaints without supporting evidence.

For future reference, we strongly encourage you to keep any relevant evidence, such as communication with the casino, to ensure a smooth resolution should you need assistance again. Complaints without sufficient evidence will be rejected moving forward.

Thank you for your understanding, and we hope to hear from you in the future if you have any further concerns.

Best regards,

Petronela

Head of Complaint Resolution Center

Casino.Guru