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

Hello, there are two casinos in question, MyEmpire and Legiano. Months ago I decided to permanently close my account. I told them I was closing it permanently because I was having gambling problems, and they closed it. To my surprise, a few months later they decided to reopen both accounts at the same time, on the same day, and sent me two emails informing me that they were open and that a promotion was available.

I fell into the trap and deposited at both casinos, losing a large amount of money and automatically relapsing into gambling.

Now I'm demanding that money back, since they can't open my accounts without my permission, especially when I haven't given them any consent and they've been closed due to gambling problems.

At first they answered a couple of times saying they had closed my account, after insisting they no longer answer me, I want to recover that invested money, since if I'm not mistaken it is illegal to reopen an account that has been permanently closed

Hola, son dos casinos en cuestión, myempire y legiano, hace meses decidí cerrar mi cuenta definitivamente, les especifiqué que cerraba la cuenta para siempre porque tenía problemas con el juego y la cerraron, mi sorpresa fue que unos meses después decidieron reabrir las dos cuentas a la vez, el mismo día y enviándome dos correos avisándome de que estaban abiertas y tenía una promoción disponible.

Caí en la trampa y deposité en ambos casinos, perdiendo una gran cantidad de dinero y recayendo de forma automática en el juego.

Ahora les reclamo ese dinero, ya que no pueden abrir mis cuentas sin mi permiso y menos cuando no les he dado consentimiento alguno y han sido cerradas alegando problemas con el juego.

Al principio contestaron un par de veces diciendo que habían cerrado mi cuenta, después de insistir ya no me contestan, quiero recuperar ese dinero invertido, ya que si no me equivoco es ilegal reabrir una cuenta que ha sido cerrada permanentemente

Dear Choc00,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue. Please note that each complaint on our website can be submitted to only one casino. In this case, we will focus on your issue with MyEmpire Casino. If you would also like to address a problem with Legiano Casino, kindly submit a separate complaint.

To better understand your situation, I have a few questions:

• Could you please specify the exact date when you closed your account at MyEmpire Casino?
• When exactly did you receive the email that your account has been reopened?
• Could you kindly forward me the account closure request you sent to the casino, along with their responses, to veronika.f@casino.guru?Please also include the email that informed you that your account has been reopened.

I hope we can assist you in resolving this matter as soon as possible. Looking forward to your reply.

Best regards,

Veronika

Dear Choco00,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi, the thing is, I don't have the exact dates when everything happened. The emails have been deleted and I don't remember exactly, but I know I closed the account at the end of September and they reopened it for me on January 28th, with a welcome bonus.

I also requested a permanent block via live chat, and without a response, they immediately closed my account. I thought they were closed forever until they reopened them in January.

I'll see if I can recover the emails and send them to you, but they should all be deleted by now, thanks!

Hola, el caso es que no tengo las fechas exactas en las que transcurrió todo, los correos han sido borrados y no lo recuerdo con exactitud, pero se que cerré la cuenta a finales de septiembre y me las volvieron a abrir un 28 de enero, con un bono de bienvenida.

Además solicité el bloqueo permanente a través del chat en vivo y sin contestarme me cerraron la cuenta de inmediato, pensaba que estaban cerradas para siempre hasta que en enero las volvieron a abrir.

Voy a ver si puedo recuperar los correos y te los envío, pero deberían estar todos ya borrados, gracias!

In order to investigate refund requests related to failed self-exclusion, we require confirmation that you previously requested self-exclusion due to gambling addiction, and that the casino reopened your account despite this request.

Without clear evidence that you mentioned gambling addiction in your request or confirmation that your account was permanently blocked, we are unfortunately unable to proceed with the investigation.

Thank you for your understanding.

Dear Choco00,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.