MyEmpire Casino - La cuenta del jugador se ha cerrado inesperadamente.

Greetings

My account was disabled for no reason.

I had won €30,000 and only the first €9,000 was paid out and after that the withdrawals stopped coming and the document verification was never verified and accepted.

Now after 3 months of not receiving any feedback from them today on 03/18/2025 my last two withdrawals were cancelled and my account was deactivated without notice and without reason.

Salve

Il mio account è stato disabilitato senza motivo.

Avevo vinto 30000€ e sono stati pagati solo i primi 9000€ e dopo ciò i prelievi non arrivavano piuù e la verifica dei documenti non veniva mai verificata e accettata.

Ora dopo 3 mesi nei quali non ho ricevuto nessun riscontro da parter loro oggi in data 18/03/2025 i miei ultimi due prelievi sono stati annullati e il mio account è stato disattivato senza avviso e senza motivazione.

Dear Gianluca1307,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Have you accumulated your winnings with or without a bonus?

Have you contacted the casino customer support after your account was blocked? When was the last time the casino communicated with you?

What types of games did you play?

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

Best regards

Veronika

Hello Veronika

Pleased to meet you.

I accumulated all my winnings without active bonuses because I won €24,000 after having loaded €160.

The first withdrawals arrived regularly but after 3 months they stopped arriving.

I wrote to the chat every day and they always told me the same things.

After that they told me to attach the documents for account verification and I sent them many times.

Only the Postepay was verified and always sent back even though it was sent with the numbers not visible and the 3-digit code covered.

Instead, the identity card verification was pending for 4 months.

I sent 3 emails to my empire support with the documents and the postepay but they never responded.

After 4 months of waiting without verifying documents, without responses to the email they deactivated my account.

I only played my empire because I had opened the account with a friend of mine in the company and after having loaded the first €160 we won €24,000, we played again after the withdrawals stopped arriving hoping that they would be unblocked.

We won more money and got to €30,000.

We played another 10,000 and were left with 20,000 on top of the 9,000 we had already taken.

After reaching desperation we associated the casino my empire a fun id.

We managed to get the first €500.

We were left with €19,500 and our account was deactivated.

Ciao Veronika

Piacere di conoscerti.

Ho accumulato tutte le mie vincite senza bonus attivi perchè ho vinto 24000€ dopo averne cariccati 160€.

I primi prelievi arrivavano regolarmente ma dopo 3 mesi non sono più arrivati.

Scrivevo ogni giorno alla chat e mi dicevano sempre le stesse cose.

Dopo mi hanno detto di allegare i documenti per la verifica del conto e li ho inviati molte volte.

Veniva verificata solo la postepay e sempre rimandata indietro pur inviandola con i numeri non visibili e il codice a 3 cifre coperto.

Invece la verifica della carta d'identità e rimasta in attesa per 4 mesi.

Ho inviato 3 mail al support my empire con i documenti e la postepay ma non hanno mai risposto.

Dopo 4 mesi di attesa senza verifica documenti,senza risposte alla mail mi hanno disattivato l'account.

Ho giocato solo a my empire perchè avevo aperto il conto con un mio amico in società e dopo aver caricato i primi 160€ ne abbiamo vinti 24000€, abbiamo rigiocato qualcosa dopo che i prelievi non arrivavano più sperando che si sbloccassero.

Abbiam vinto altri soldi e siamo arrivati a 30000€.

Ne abbiamo giocati altri 10000 e siamo rimasti con 20000 oltre i 9000 già presi.

Dopo essere arrivati alla disperazione abbiamo associato il casino my empire a fun id.

Siamo riusciti a prendere i primi 500€.

Siamo rimasti con 19500€ e il nostro account è stato disattivato.

Thank you for your response.

Am I correct in understanding that both you and your friend have an account at this casino?

Have you both ever played on the same device?

Has your friend's account been fully verified?

Dear Gianluca1307,

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 Veronika, sorry for the delay.

Anyway, yes, you understood correctly, we both had two accounts, his was verified immediately, while mine, after winning €24,000, was never verified for 7 months.

We have never played on the same device.

Ciao Veronika scusa il ritardo.

Comunque si hai capito bene , avevamo entrambi due account , il suo è stato verificato subito invece il mio dopo aver vinto 24000€ non è mai stato verificato per 7 mesi.

Non abbiamo mai giocato sullo stesso dispositivo.

Please forward me the most recent communication between you and the casino regarding the verification and closure of your account at veronika.f@casino.guru. Kindly include all the other evidence that could be relevant to the investigation of your case as well. Thank you for your cooperation.

Dear Gianluca1307,

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.