MyEmpire Casino - Se ignora la solicitud del jugador para el cierre de la cuenta.

I've sent several emails to the casino requesting account closure. I want to block myself due to problematic gambling, but my request hasn't been honored. I'm asking for your assistance. Thank you.

Ich habe mehrere E-Mails zur Kontoschließung an das Casino gesendet. Ich will mich dort wegen problematischen Spielverhaltens sperren, aber meiner Aufforderung wird nicht nachgekommen. Ich bitte um Unterstützung. Danke.

Dear Tornado123,

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 tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information to my email at tomas@casino.guru

I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings, MyEmpire Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@myempire.com (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

I sent another email and cc'd you. This is already the confirmation of the response from "customer service," so they've already registered it, but apparently they don't want to block it.

Ich habe eine weitere E-Mail gesendet und Sie dabei cc gesetzt. Dabei handelt es sich bereits um die Bestätigung auf die Rückmeldung des "Kundenservice", also die haben das bereits registriert, aber die wollen die Sperrung offenbar nicht vornehmen.

Thanks for your reply.

Other than the email you shared with me last week, did you also send a self-exclusion request as advised to the general support address?

With what result?

I've made double-digit attempts to contact them. They just won't close the account!

Ich habe mittlerweile eine zweistellige Anzahl an Kontaktversuchen unternommen. Die wollen das Konto einfach nicht schließen!

Thank you very much, Tornado123, 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.

How about lowering the casino's index? They simply won't comply.

Wie wäre es, wenn sie den Index des Casinos runtersetzen? Die kommen der Aufforderung einfach nicht nach.

Dear Tornado123,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the MyEmpire Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear MyEmpire Casino,

Could you please provide detailed information regarding this case and clarify why the player’s self-exclusion request, made due to a gambling problem, was not honored despite it being previously acknowledged by your support team?

Thank you in advance for your response!

Best Regards,

Kubo

The account has now finally been closed.

Das Konto wurde nun endlich geschlossen.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Tornado123,

Thank you for the update. I'm glad to hear that your account has finally been closed as per your request.

Dear MyEmpire Casino,

I would like to reiterate my invitation to participate in this complaint thread, as it appears you may have missed the notification. Could you please address this matter and clarify why it took over a month to close the account in accordance with your self-exclusion policy?

We look forward to your response.

Dear all,

Thank you for reaching out!

Please be informed that we are checking the matter and will provide updates as soon as possible.

We appreciate your patience!

Best regards,

MyEmpire team

Dear Tornado123,

We are deeply sorry about the delay in your account closure. It looks like we missed your last reply when you confirmed permanent closure.

However, we can confirm that your account is now closed.

We truly apologize for this inconvenience.

Our team wishes you all the best for your future activities!

Best regards,

MyEmpire team

Dear Tornado123,

I apologize for overlooking your message from May 8, in which you confirmed that your account has been successfully closed.

Could you please let me know if there are any remaining concerns related to this case, or may we consider the issue resolved?

Thank you in advance for your response.

The complaint can be closed. However, it's simply not serious of the casino that this is taking over a month and that it took over 10 emails and a complaint.

Die Beschwerde kann geschlossen werden. Es ist jedoch einfach nicht seriös vom Casino, dass das über einen Monat dauert und über 10 E-Mails und eine Beschwerde hier notwendig waren.

Dear Tornado123,

Thank you for your confirmation. You're absolutely right - casinos should act much more promptly, especially in sensitive matters related to gambling issues. At Casino Guru, we continuously emphasize to operators the importance of upholding responsible gambling practices and adhering to self-exclusion policies.

While many casinos do recognize the importance of these principles, in some cases the processes don’t function as intended - whether due to technical issues or internal mismanagement. Situations like this reinforce the relevance of our role in helping to "oil the cogs" and ensure that critical procedures work as they should.

I’m truly glad we were able to help prevent further gambling-related harm in this instance. I’ll go ahead and mark your complaint as resolved in our system. Thank you for your cooperation throughout the process. If you experience any future issues with this or another casino, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to support you.

We also hope you had a positive experience with our services. While we don’t charge any fees or accept tips, your feedback is incredibly valuable to us. If you have a moment, we’d greatly appreciate it if you could share your experience on Trustpilot using the link below:

Thank you for helping us improve!

Best regards,

Kubo