Complaint #20 MyEmpire Casino

MyEmpire Casino account closed with 280000 HUF inside

By danielgyetv

2 years ago

Dear AskGamblers,

I would like to seek your assistance regarding MYEMPIRE Casino. The story begins on January 13th.

I won a significant amount, specifically 280,000 Hungarian Forints, from an initial 12,000 Forints. After the payout process started, a week later, they requested my KYC (Know Your Customer) verification. There was no issue with this, and I promptly submitted all required documents. However, they kept me waiting for more than a week, and then they accepted my ID card. Subsequently, they asked for additional documents, which took about another week, and they accepted two more. After this, everything came to a halt because they refused to accept any transaction records in any form. Initially, they asked for a statement covering January 1-24, but then rejected it. Following this, we entered February.

In the first days of February, they inexplicably rejected the submission again and requested documents covering January 1-31. I uploaded these documents, even though I couldn't understand why it was necessary since I had already submitted them once. I contacted customer support several times through live chat and email, but I did not receive any meaningful responses. Then one day, when I tried to check the status, I found out that my account was banned without any explanation. Since then, I have been waiting for my money without any further information.

Thank you for your attention and assistance in this matter.

Sincerely,

Disputed Casino MyEmpire Casino

Reason Account closure

Discussion

AskGamblers

• Support Team

2 years ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that MyEmpire Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

MyEmpire Casino

• Representative

2 years ago

Dear Customer,

We would like to inform you that your account was closed as it breached our following terms and conditions:

3.2 Your account with the Website must be registered in your own, correct, name. Only one account per person, per household/address, per phone number/email, and per IP address is allowed. Any other accounts that are opened on the Website will be considered as “Duplicate Accounts”. You must not attempt to open a Duplicate Account, including by providing false or alternative credentials. If you open or attempt to open any number of Duplicate Accounts, we reserve the right to close some or all of your accounts without any compensation and apply the following sanctions:
- each action performed using a Duplicate Account is considered void;
- any promotions that the Duplicate Account has participated in will be cancelled;
- any winnings obtained on the Duplicate Account will be void. Any processed withdrawals will be reversed and will be owed back to the Company;
- the Duplicate Account will be closed without an option to reopen it.

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

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:
- void any winnings obtained, cancel any pending withdrawals and refund the last deposit made into the account;

Therefore, pursuant to the aforementioned article, the account was closed and winnings were confiscated and the last deposit refunded.

We provided all the evidences to the AskGamblers Team directly. Thank you for understanding!

Best Regards,
Customer Service

danielgyetv

2 years ago

and no reply to me with log files, or anything funny things happen there

MyEmpire Casino

• Representative

2 years ago

Dear AskGamblers Support,

We replied to your email.
Please let us know in case you have further questions.

Best Regards,
MyEmpire

MyEmpire Casino Complaint Stats

Resolved 49 / 50

Avg. Amount $2,057

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

COMPLAINT REFERRED BY AGCCS PARTNER Daily-Freespins (263)

MyEmpire Casino Complaints

See all complaints for this casino

Withdrawal issue with my winnings

Dear AskGamblers Team,

I am seeking your assistance regarding a dispute with the online gambling platform MyEmpire Casino.

On July 5, 2026, I won €104,000 while playing Divine Fortune Gold, a NetEnt game, thanks to the Mega Bonus feature.

Immediately after my win, I attempted to withdraw my winnings. However, the withdrawal process was blocked from the outset because the casino informed me that my account had not been fully verified.

I promptly submitted all the required verification documents to complete the identity verification process. Despite providing everything requested, my withdrawal remains blocked.

Since then, I have been in daily email contact with the casino's customer support team. Although I have submitted every document they requested, I continue to receive the same generic response asking me to wait. No clear explanation has been provided regarding the reason for the delay, the expected processing time, or when my winnings will be paid.

This situation has now continued for several weeks, and I am concerned that the casino is intentionally delaying the verification and withdrawal process in order to prevent me from accessing the winnings that are rightfully mine. I do not understand why I am unable to access these funds today, especially since I have successfully withdrawn winnings of up to €3,000 from the same casino in the past without any issues.

I would like to know what my rights are, what steps I can take to enforce my claim, and, if necessary, I would greatly appreciate your assistance in helping resolve this dispute.

I can provide all the evidence necessary to support my case, including screenshots, email correspondence with the casino, the verification documents I submitted, and any other information that may be required.

Thank you in advance for your assistance. I look forward to your response and remain available to provide any additional information you may need.

Kind regards

44h left

€104,000

Waiting 1440 EUR withdrawal to be accepted

Dear AskGamblers,

I would like to submit a complaint regarding my delayed withdrawals.

I have been playing at your casino for a long time, and all of my previous withdrawals have always been processed and received within 1–4 business days. However, it has now been 7 business days since I requested my first withdrawal, and I have still not received any of the funds.

I have contacted MyEmpire's customer support several times via both live chat and email. The support agents have been friendly and helpful, but I have only been told that my withdrawals are "stuck." I have not been given a clear explanation for the delay or any estimated timeframe for when the withdrawals will be processed.

At the moment, I have three pending withdrawals with a total value of €1,440.

Since all of my previous withdrawals were processed without any issues, I find this unusually long delay both concerning and unacceptable. I kindly ask you to investigate this matter as soon as possible and provide me with a written explanation for the delay, along with an estimated date for when my withdrawals will be completed.

I would greatly appreciate your assistance in resolving this matter.

Thank you for your support.

Kind regards,

Maporhis

Resolved

€1,440

Failed responsible gamblimg policy

Dear AskGamblers Complaint Team,

I carefully reviewed all of my records and discovered evidence that included in my complaint.

After carefully reviewing my records, I was able to locate additional emails and screenshots which provide a much more complete and accurate picture of the events. I respectfully ask that my complaint be reconsideredbased on this complete evidence.

For clarity, I would like to present the events in chronological order.

8 January 2026

I contacted MyEmpire Casino and requested that my account be permanently closed and that I be permanently prevented from gambling on their platform.

My message stated:

“Please delete my account and block my person for playing on your platform for all the time.”

Unfortunately, I sent this request from an email address that was not associated with my casino account.

The casino replied that they could not process my request and asked me to contact them again using the email address registered to my account.

(Attachment 1)

⸻

23 January 2026 – Live Chat

After contacting the casino again using my registered email address, I continued the conversation through Live Chat.

During this conversation, I explained that I had previously requested the closure of my account because I could no longer control my gambling.

The support agent asked me:

“I’m sorry if I misunderstood, but from what I gather, you’re requesting an account closure because of gambling addiction?”

I clearly replied:

“Yes! I have that problem with addiction to gambling.”

This conversation demonstrates that the casino clearly understood that my request was directly related to gambling addiction.

(Attachment 2)

⸻

23 January 2026 – Account Exclusion

Shortly after the Live Chat conversation, I received an email from MyEmpire stating:

“Based on the information you have shared with us, and always having your personal best interest in mind, we have proceeded with the exclusion of your account on our site, for your own protection.”

The casino informed me that my account had been excluded for my own protection based on the information I had shared with them.

(Attachment 3)

⸻

After the Exclusion

After receiving confirmation that my account had been excluded, I never contacted the casino to request that my account be reopened or that the exclusion be removed.

At a later date, I simply used the standard “Forgot Password” function available on the casino website.

The system allowed me to reset my password, regain access to my account, make deposits and continue gambling.

At no time did I request that my account exclusion be lifted or that my account be reopened.

⸻

Promotional Messages

Despite the casino confirming that my account had been excluded for my own protection, I continued receiving promotional SMS messages encouraging me to gamble.

(Attachment 4)

⸻

Gambling After the Exclusion

After regaining access to my account, I was able to make further deposits and continue gambling.

I respectfully request that AskGamblers ask MyEmpire Casino to provide the complete history of my deposits and gambling activity after my account had been excluded, as these records are held exclusively by the operator.

⸻

Refund Offer

After I raised my complaint with the casino, MyEmpire sent me the following written offer:

“We would like to offer you the refund of 800 EUR. To proceed with the refund, kindly provide us with the details of your bank account.”

I immediately provided all the requested bank account details.

However, the refund was never paid, and I received no further response from the casino.

(Attachments 5 )

⸻

Additional Request

As I no longer have access to the casino’s internal records, I respectfully ask AskGamblers to request the following information from MyEmpire Casino, if necessary:

* the complete Live Chat transcript relating to my request for account closure;

* all internal notes and records relating to my responsible gambling case;

* the complete account status history, including any changes made after my account was excluded;

* password reset and account access logs;

* the complete history of promotional SMS messages, emails, bonuses and other marketing communications sent after my account had been excluded;

* the complete history of my deposits, withdrawals and gambling activity after my account was excluded.

These records are held exclusively by the casino and are essential for establishing the full facts of this case.

I respectfully believe that the additional evidence attached to this letter provides a much more complete picture of the events than my original complaint.

I therefore kindly ask AskGamblers to reconsider my complaint..

Thank you very much for your time, your consideration, and the valuable work you do in assisting players and resolving disputes fairly.

Kind regards,

Resolved

€1,665

Withholding Payment Since The 23rd May

Good morning.

I hope you are well.

I have three withdrawals pending with My Empire; one from the 23rd May, another from the 26th May and another from the 1st June, totalling €1381 outstanding.

I have had previous withdrawals.

I have followed this up by email, only to be fobbed off with 'We're working on your withdrawal' etc.

I have made a formal complaint, yet I have still not received anything.

I have attached screenshots showing all of the above.

I would very much appreciate your assistance with this matter.

Should you require anything more from me, please don't hesitate to ask.

Thank you.

Resolved

€1,381

Waiting 8 days for a withdrawal please help

I deposited 50.00 and played for a bit, I ended up withdrawing 100.00
It has been under review for 8 days now and customer service keeps telling me its going to be processed very soon and I have nothing to worry about. But nothing ever happens with the withdrawal. My account is verified, I have no bonus money. Everything should be straight forward but for some reason they do not want to pay the 100.00
I feel like im begging everytime I contact and ask what the hold up is.
They just keep telling me to be patient, that they are working on it. I playbon quite a few casinos and this is the first time ive doubted that ill actually see my withdrawal.

Resolved