MyEmpire Casino - La cuenta del jugador debe cerrarse nuevamente.

Good evening,

I had requested exclusion from the casino due to gambling addiction in 01/2024. I had also filed a relevant complaint as it was too late.

The ban had indeed been imposed, but at some point access to the casino was opened and allowed and I started depositing money again.

Shouldn't the exclusion last forever as long as there is an addiction?

I want my account closed again and the money I deposited refunded.

Καλησπέρα,

Είχα ζητήσει αποκλεισμό από το καζίνο λόγω εθισμού στον τζόγο τον 01/2024. Είχα καταθέσει και σχετικό παράπονο καθώς είχε αργήσει.

Ο αποκλεισμός όντως είχε γίνει αλλά κάποια στιγμή η πρόσβαση στο καζίνο άνοιξε επιτραπηκε και άρχισα να καταθέτω πάλι χρήματα.

Δεν θα έπρεπε ο αποκλεισμός να κρατήσει για πάντα εφόσον υπάρχει εθισμός;

Θέλω ο λογαριασμός μου να κλείσει και πάλι και να μου επιστραφούν τα χρήματα που έχω καταθέσει.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MyEmpire Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you contacted the casino already and confronted them regarding their failure to protect you? What response have you received?
• Is your account currently open? Which circumstances preceded the reopening of your account?
• Who initiated the reopening of the account?
• Could you please share with me your communication with the casino regarding the issue, or any other relevant evidence to support your complaint? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here.

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

Best regards,

Tomas

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Good evening Thomas,

My communication with the casino was on 01/2024 where I had requested that my account be closed due to gambling addiction and that I could not even create a new one with my details. At that time, the issue was resolved through complaint 95751 from you because they had ignored it.

At some point I entered the casino and my account is open again without any prior action on my part. They were also sending me promotional emails (some attachments are indicative).

I have not made any new contact with the casino because my experience has shown that my requests will be ignored.

Attached are some promotional emails and the email I sent in the past about my exclusion. You can definitely see more details from an old complaint that you helped me with.

Καλησπέρα Tomas,

Η επικοινωνία μου με το καζίνο είχε γίνει τον 01/2024 όπου είχα ζητήσει να κλείσει ο λογαριασμός μου λόγω εθισμού στον τζόγο και να μην μπορώ καν να δημιουργήσω νέο με τα στοιχεία μου.Τοτε το θέμα είχε διευθετηθεί μέσω του παραπονου 95751 από εσάς γιατί το είχαν αγνοήσει.

Κάποια στιγμή μπήκα στο καζίνο και ο λογαριασμός μου ειναι και πάλι ανοιχτός χωρις να έχει προηγηθεί κάποια ενέργεια από πλευράς μου. Μου στέλνανε και προωθητικά email (συνημμένα κάποια ενδεικτικά).

Δεν έχω κάνει κάποια νέα επικοινωνία με το καζίνο γιατί η εμπειρία μου έδειξε ότι τα αιτήματα μου θα αγνοηθούν.

Συνημμένα κάποια προωθητικά email και το email που είχα αποστείλει παλιά για τον αποκλεισμό μου.περισσοτερες λεπτομέρειες θα μπορείς σίγουρα να δεις και από παλιό παράπονο που με βοηθήσατε.

I should note that other emails were sent with your guidance at the time, but as you can see, I can't find them, it's been over 1.5 years.

Να σημειώσω ότι είχαν σταλεί και άλλα email με τη δική σας καθοδήγηση τότε αλλά όπως καταλαβαίνεις δεν μπορώ να τα βρω, έχει περάσει πάνω από 1.5 έτος.

Update:

I sent an email to the casino,they closed my account and they forwarded the money refund issue to the relevant department.

Can you please also contact the casino so my deposits are returned as sson as possible?im having financial issues and its their fault!!!

I understand your disappointment with the situation.

If the casino won't approve your refund, we'll intervene.

Please let me know what they decided in the meantime.

Hello Tomas,

They offered me 253 euros even though my deposits/loss is over 600.

I told them i need all the money but they didnt answer.

Can you please help to get this sorted as soon as possible???

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Kubo (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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear JoannaS,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kubo