MyEmpire Casino - Акаунтът на играча е затворен неочаквано.

Good morning, this isn't the first complaint I've had to make with this company's casinos.

My experience with this casino dates back a few years. The site has always been reputable, and I've withdrawn on other occasions, even recently. I was a VIP member, but I wasn't happy with the bonuses they offered me, so I decided to close my account a year ago.

On January 10, 2026, I was contacted by the casino's VIP manager, Michelangelo, who offered me a €100 no-deposit bonus and a one-time 30% cashback on my next deposits up to €500, to be wagered only once. I decided to reopen my account, wagered my €100 no-deposit bonus, and made a deposit to take advantage of this cashback bonus. The bonus didn't arrive, so I contacted the VIP manager, who credited it to me immediately. He sent me an email informing me that my €180 bonus (30% of €600, the total of my deposits) had been credited. However, when I tried to log in to my account, I was prevented from doing so, told that my account was under review. The VIP manager invited me to contact support, but support simply replied that my account had been closed following an "internal decision." They didn't explain the reason for this internal decision; it smacks of a scam to me. Once they took my money and bonus, my account was closed.

I therefore request a full refund of my deposits, considering this to be misleading advertising, as I was never able to use my bonus.

Attached are screenshots of everything I have.

You at CasinoGuru give it a very high rating, I hope you're right.

Buongiorno, non è il primo reclamo che mi trovo a dover fare con i casinò di questa compagnia.

La mia esperienza con questo casino risale a qualche anno fa, il sito si è mostrato sempre serio ed ho prelevato in altre occasioni, anche ultimamente. Ero un utente vip, ma non ero contento dei bonus che mi offrivano così decisi un anno fa di chiudere il conto gioco.

In data 10/01/2026 vengo contattato dal vip manager di questo casino, Michelangelo, il quale per riaprire il conto con loro mi offre 100 euro bonus senza deposito ed il cashback del 30% dei miei prossimi depositi usufruibile una sola volta fino a 500 euro, da giocare 1 sola volta. Decisi così di riaprire il conto, giocati i miei 100 euro senza deposito, decido di depositare proprio per usufruire di questo bonus cashback. Il bonus non mi arriva, così decido di scrivere il vip manager che me lo accredita subito. Mi scrive una mail informandomi che il mio bonus di 180 euro (il 30% di 600 euro, ovvero il totale dei miei depositi) era stato accreditato. Ma quando provo ad entrare nel mio account, questo mi viene impedito, dicendomi che il mio account era in revisione. Il vip manager mi invita a scrivere il supporto, il supporto mi risponde semplicemente che il mio account è stato chiuso in seguito ad una "decisione interna". Non mi viene spiegato il motivo di tale decisione interna, a me sa tanto di truffa. Una volta presi i miei soldi ed il mio bonus, il mio conto è stato chiuso.

Chiedo quindi, il totale rimborso dei miei depositi, considerato che trattasi di pubblicità ingannevole, visto che non ho mai potuto usufruire del mio bonus.

in allegato, gli screen di tutto ciò che è in mio possesso.

Voi di CasinoGuru gli date una valutazione molto alta, spero avete ragione voi.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear kappafg93,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Have you contacted the casino customer support via email to ask about the reason why your account was blocked?

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,

Attila

Hi Attila, and thanks for your time. I'll answer your questions right away:

1) I've always played slots, only losing my last deposit on Blackjack.

2) I had verified it, as I told you I withdrew other times, so I verified my account.

3) I asked my VIP manager the reason for the closure because the email support never responded to me on the matter, the chat confirms what the manager Michelangelo says, "internal decision"

I want to add another detail...even though my account was closed, as they say by internal decision, they continue to send me promotions and add VIP bonuses. All of this money I'm losing, sure, bonuses, but bonuses can lead to winnings, as you well know. If I had done something, I wouldn't even have filed a complaint, but I haven't done anything wrong, other than playing.

Ciao Attila, e grazie per il tuo tempo. Rispondo subito alle tue domande:

1) ho sempre giocato sulle slot, solo l’ultimo deposito l’ho perso sul Blackjack.

2) si ero verificato, come ti dicevo ho prelevato altre volte, ho quindi verificato il mio account.

3) ho fatto chiedere al mio vip manager il motivo della chiusura proprio perché l’assistenza via mail non mi ha mai risposto in merito, la chat conferma ciò che dice il manager Michelangelo, "decisione interna"

voglio aggiungere un altro dettaglio..pur avendo il conto chiuso come dicono loro per decisione interna, continuano a mandarmi promozioni ed ad aggiungermi bonus vip. Tutti soldi che sto perdendo, si certo, bonus, ma dai bonus possono derivare delle vincite come ben sai. Fin quando avessi fatto qualcosa, nemmeno avrei aperto un reclamo, ma io non ho fatto proprio nulla di sbagliato, se non giocare.

Dear kappafg93,

Thank you very much for your response. What types of games did you play while the bonus was active? Did you mainly play one game, or did you switch between multiple games?

Kindly describe your gaming style in more detail (for example, bet sizes, frequency of play, or any noticeable changes during the bonus play).

Thank you in advance for your reply.

Best regards

Attila

Attila, I didn't receive the bonus at all, and that's why I'm filing a complaint. Since the bonus wasn't credited to me because my account was closed by internal decision, I'm requesting a refund of the deposits that would have contributed to receiving the bonus, which I didn't receive through their fault. I remember that the bonus was x1, so it was easily withdrawable.

Attila io il bonus non l’ho proprio ricevuto, ed è per questo che faccio il reclamo. Perché visto che il bonus non mi è stato riconosciuto essendo il mio conto stato chiuso per decisione interna, richiedo il rimborso dei depositi utili a concorrere alla ricezione del bonus che per colpa loro non ho ricevuto. Ricordo che il bonus era x1, quindi facilmente prelevabile.

Dear kappafg93,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear kappafg93,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from MyEmpire Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear MyEmpire Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Samuel, I want to clarify. My winnings were not confiscated. I deposited more than €600 to take advantage of the VIP bonus reserved for me, but they closed my account without reason once I claimed the cashback bonus. Remember, the cashback bonus is a real bonus, so you only have to wager it once before you can withdraw. Therefore, since I have committed no wrongdoing, my request is this:

or they reopen my account with the cashback bonus entirely on the gaming account

or they refund my deposits aimed at obtaining that bonus.

because if I wasn't sure I'd get that bonus, I NEVER would have made such high deposits.

Samuel voglio fare chiarezza. Non mi sono state confiscate delle vincite. Io ho depositato più di 600 euro per godere del bonus vip a me riservato, ma mi hanno chiuso l’account senza motivazione una volta richiesto il bonus cashback. Ricordo che il bonus cashback è un bonus reale, quindi da giocare una sola volta prima di poter prelevare. Quindi la mia richiesta, visto che non ho commesso alcun illecito, è questa:

o mi riaprono il conto col bonus cashback interamente sul conto gioco

oppure mi rimborsano i depositi mirati ad ottenere quel bonus.

perché se non ero certo di ottenere quel bonus, non mi sarei MAI spinto a depositi così alti.

Hello everyone,

thank you, kappafg93, for the clarification and for explaining your position in more detail.

I understand your point and appreciate you clearing this up. At this stage, we’ll wait to see MyEmpire Casino’s response and their position on the account closure and the cashback bonus, so we can better assess how to proceed.

Thank you for your cooperation.

Dear kappafg93,

Thank you for reaching out.

We want to confirm that we are looking into it. Our team is currently investigating the matter to ensure we provide you with an accurate resolution.

We understand that you are eager to get back to the game, and we appreciate your patience while we conduct this review. We will provide you with a formal update as soon as more information becomes available.

Best regards,

MyEmpire Casino Team

The important thing is that I didn't lose my money.

L’importante è che non ho perso i miei soldi.

Hello everyone,

MyEmpire Casino, thank you for your update. We will wait for your next update regarding kappafg93’s account and the cashback bonus.

Dear All,

Please be advised that this closure is final. As a result, player will no longer have access to his account, including any associated virtual assets, in-game currency, or progress.

Our team prioritizes maintaining a fair and secure environment for all players, and we take matters of platform integrity very seriously.

We would like to take this opportunity to remind you of an important point included in our Terms and Conditions, which apply to all users registered on our platform:

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

* using the Website for commercial purposes or in someone else’s name or interest.

* engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed.

* using any form of cheating or other means of gaining an unfair advantage or influence, including, without limitation, making use of a software error, loophole or bug, using software or hardware to automate, distort or influence the outcome of bets.

* colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others.

* using unfair betting patterns or strategies, such as equal, zero or low margin bets, bets with minimal risks, hedge betting, or otherwise placing bets in such a way that in our opinion the system is being abused, guaranteed win is achieved, or the risk is minimized.

* engaging in money laundering, terrorism financing or any other criminal activity.

* threatening, harassing or abusing other customers or members of our staff.

* attempting to attack, gain unauthorized access to, or hinder operation of, the Website, the servers on which the Website is stored, or any server, computer or database connected to the Website, attempting to circumvent our security systems.

* attempting to copy, reverse engineer, decompile, modify, derive source code or other information from the software connected to, or used by, the Website, as well as attempting to remove or obscure any proprietary notices placed on such software, or use it for any other purpose than personal entertainment.

* attempting to sell or transfer your account to other persons or to acquire accounts of other persons.

We appreciate the time player spent with us and wish him all the best moving forward.

Kind Regards,

MyEmpire Casino Team

Provide proof of this and you will not be asked for a refund.

Fornite le prove di quanto detto e non vi sarà chiesto nessun rimborso.

Hello everyone,

thank you for the update.

kappafg93, thank you for clarifying your position again. I understand that your main concern is not confiscated winnings, but the deposits made specifically to qualify for the VIP cashback bonus and the subsequent account closure.

MyEmpire Casino, thank you for outlining your position and for quoting the relevant section of your Terms and Conditions. However, at this stage, the explanation remains very general.

To move this complaint forward in a fair and transparent way, I kindly ask the casino to clarify the following points:

• Which specific rule listed in section 9.1 was allegedly breached in this case?
• What concrete evidence or behavior led to the conclusion that the account should be permanently closed?
• Given that the player states no winnings were confiscated, how does the casino address the request regarding the refund of deposits made explicitly to obtain the cashback bonus, if the account is not going to be reopened?

A generic reference to the Terms and Conditions is not sufficient to properly assess the situation. Please provide a more detailed explanation so we can determine whether the account closure and the outcome are justified.

Once we have this clarification, we can decide on the next steps.

Dear Samuel,

We are writing to formally notify you that we have just sent an additional email to your inbox containing the relevant evidence and supporting documentation.

We would appreciate it if you could confirm receipt of these materials.

Please let me know if you encounter any issues opening the files or if further information is required from our end.

Thank you for your time and professional attention to this matter.

Best regards,

MyEmpire Casino Team

Fairness and transparency require that these files be viewed by me, even though, according to you, I am the one responsible for what you accuse me of.

correttezza E trasparenza vogliono che questi file vengano visionati dal sottoscritto anche; essendo io, a vostro dire; l’artefice di ciò che mi contestate.

Hello everyone,

kappafg93, thank you for your message and for clarifying your concerns. Please note that the materials sent by MyEmpire Casino are sensitive and come directly from their internal systems. For privacy and security reasons, I am not able to share all of this information publicly, but I can assure you it is part of the official evidence regarding this case.

MyEmpire Casino, thank you very much for your email and for sending the supporting documentation. Everything is okay on my side, but to be able to close this complaint with full certainty, I would kindly ask you to provide a bit more detailed evidence, particularly highlighting any matches between accounts such as player details, emails, and phone numbers. This will help ensure the case is fully transparent and justified before we finalize it.

Thank you both for your cooperation and understanding.

Dear Samuel,

We are writing to formally notify you that we have just sent an additional email to your inbox containing the relevant evidence and supporting documentation. We would appreciate it if you could confirm receipt of these materials.

Thank you for your time and attention to this matter.

Best regards,

MyEmpire Casino Team

Hello everyone,

kappafg93, thank you for your messages and for clarifying your concerns. I have carefully reviewed the evidence provided by MyEmpire Casino. For privacy and security reasons, I am not able to share the internal screenshots and system records directly, but I can explain their findings.

The documentation clearly indicates duplicate accounts. All three accounts match exactly in full name, date of birth, and address. The screenshots provided by the casino illustrate these matches.

Based on this evidence, I have reached the conclusion that the account closure was justified.

Given the clarity of this evidence, I must inform you that we will mark this complaint as rejected.

Thank you to MyEmpire Casino for providing the supporting evidence and for their cooperation throughout this case.

Best regards,

Samuel

Casino Guru