Complaint #54 MyEmpire Casino

Self exclusion violations

By kellielescelleur

1 year ago

I am submitting a complaint against MyEmpire Casino for serious breaches of responsible gambling obligations and multiple failures to honor my self-exclusion requests.

Despite repeated pleas to be excluded starting in June 2024, MyEmpire continued offering me bonuses, delayed the exclusion process, reopened my account without consent, and encouraged me to continue gambling despite clear signs of a gambling problem. Their actions led directly to my financial collapse, forcing me to file a consumer proposal (insolvency) in January 2025.

I attempted to resolve this matter directly with MyEmpire. However, their response was cold and dismissive. They refused to take any responsibility, claiming falsely that I had not raised responsible gambling concerns, despite overwhelming evidence in my emails.

I am not able to attach file to this complaint but I can send you by email:

A complete timeline of events.

Copies of all emails requesting self-exclusion.

The official complaint I sent to MyEmpire.

Their final refusal response.

Summary of Violations:

Reopening an excluded account (January 2025) without my consent.

Offering multiple bonuses instead of respecting exclusion requests.

Ignoring their own 24-hour policy for self-exclusion processing.

Encouraging continued gambling from a vulnerable player.

Breaching their duty of care and responsible gaming obligations.

In addition, I specifically requested that MyEmpire provide me with a complete record of my deposits and transactions.

This request was necessary because:

I no longer have access to my player account (following my exclusion), and

I am unable to retrieve my bank records independently after my consumer proposal filing in January 2025, which resulted in the closure of my banking accounts.

Despite clearly explaining the situation, MyEmpire failed to provide the requested deposit history.

This lack of cooperation further demonstrates disregard for their obligations toward vulnerable players and obstructs my ability to fully document the financial harm I suffered.

Requested Resolution:

Full refund of all deposits made after June 13, 2024 (the date of first exclusion).

Immediate and permanent exclusion from MyEmpire and any affiliated sites.

Formal investigation into MyEmpire’s practices towards vulnerable players.

Thank you for considering my case and for protecting players facing serious harm.

Sincerely,
Kellie

Disputed Casino MyEmpire Casino

Reason Self-exclusion

Amount $2000

Discussion

AskGamblers

• Support Team

10 months ago

Dear all,

Following a thorough review and careful consideration of all the information, details, and/or evidence provided by both parties during the complaint process, the AskGamblers Complaint Team has determined that a mutual agreement has been reached. Once a settlement is accepted by the player, there is no further option to request additional refunds.

Based on the information outlined above, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this may not be the outcome the complainant had hoped for, we would like to remind all parties that, in the event of disagreement with our decision, further assistance can be sought from the relevant regulatory body and/or the appointed Alternative Dispute Resolution (ADR) entity.

kellielescelleur

10 months ago

Dear AskGamblers team,

I noticed MyEmpire has contacted you directly regarding my case.

As this concerns me directly, I believe it’s essential that I remain informed throughout the process.

Thank you for your understanding.

Best regards,
Kellie

MyEmpire Casino

• Representative

10 months ago

Dear @askgamblers,

We have sent an email to you.

We are waiting for your update.

Kind regards,
MyEmpire team.

kellielescelleur

11 months ago

Dear MyEmpire Team,

Your latest response is deeply disappointing and disturbing.

You wrote:
"Excessive play may also indicate a desire to take a break."

No. Excessive play, followed by multiple urgent self-exclusion requests, messages like “Please exclude me now. I keep playing too much,” and clear signs of compulsive behavior, do not indicate a casual desire to “take a break.” They indicate gambling harm. You know that. You're just refusing to acknowledge it because it’s not convenient.

Just to be 100% clear:
• Self-exclusion provides people who are struggling with their gambling habits an opportunity to step away from gambling and refocus their lives and finances.
• Self-exclusion is a tool used by those who have recognized that their gambling is harmful to them. It is for those who wish to be supported to stop gambling.
• This method is designed to give problem gamblers the ability to regain control and reduce the temptation to gamble.

So, someone who request a self-exclusion is clearly struggling with gambling.

I never asked for a simple account closure, I asked for self-exclusion.

But let’s be honest: you saw the signs. You saw the dozens of urgent requests, the hundreds of transactions, the declined deposits, the canceled withdrawals, and you still chose to exploit the situation with bonus offers. You didn’t just fail to protect me, you targeted me. That’s not responsible gambling. That’s calculated negligence.

At this point, it’s clear that your strategy is to deflect and downplay my experience in hopes that I’ll give up. I won’t.

You can repeat the same line about how you’ve already refunded $2,000, but that refund was accepted before I had access to the full transaction history (which you withheld for 2 months). I accepted that refund in good faith, not knowing the full extent of the damage. Now that I have the complete data, it’s clear that your team knowingly reactivated my account after exclusion, repeatedly offered bonuses to keep me playing, and ignored multiple clear warning signs of harm.

You had every opportunity to do the right thing. You still do.

All of that should have been avoid if you’d never manipulated me back only 6 days after my self-exclusion on June 19, 2024. The account should have stayed exclude and I would never heard from you again.
You are deliberately refusing to acknowledge wrongdoing, despite your own policies clearly stating that deposits made after a self-exclusion request should be refunded.

Sincerely,
Kellie

MyEmpire Casino Complaint Stats

Resolved 45 / 47

Avg. Amount $2,079

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

MyEmpire Casino Complaints

See all complaints for this casino

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.

84h left

€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.

Unresolved

$100

Delayed VIP withdrawals and lack of communication

I am writing to submit a formal complaint against MyEmpire Casino regarding two delayed withdrawals and a complete lack of response from their VIP department.According to an official email received from the casino, my account has VIP status, which explicitly promises "Traitement prioritaire" (priority processing) for my financial transactions and access to a dedicated VIP concierge service.However, the casino is currently failing to meet these commitments:

First withdrawal: $1,000 CAD (specify your currency), requested on May 21, 2026. Still pending.

Second withdrawal: $800 CAD (specify your currency), requested on May 22, 2026. Still pending.

Furthermore, I contacted the VIP department via email more than 48 hours ago to inquire about this delay, and I have received absolutely no response.As an exceptional player with promised priority service, waiting this long without any processing or communication is unacceptable. I request MyEmpire Casino to immediately review my account, approve my pending withdrawals, and provide an update.Thank you to the AskGamblers team for your assistance in resolving this matter.

Resolved

$1,800

Unable to withdraw 1000 USD

Hello AskGamblers,

I would like to file a complaint against MyEmpire Casino regarding my inability to withdraw my funds.

For approximately two weeks, I have been trying to withdraw over $1,000 USD. During this time, I have contacted customer support multiple times via email and live chat (speaking with around 6–7 different agents). Unfortunately, I have not received any meaningful assistance. In several instances, live chat agents ended the conversation abruptly without resolving my issue.

The core problem is related to withdrawal methods. I initially deposited using a credit card. However, withdrawing via credit card or bank transfer is not available as an option in my account. The only withdrawal methods offered to me are cryptocurrency and e-wallets (Skrill/Neteller).

To comply with their requirement of withdrawing via the same method as the deposit, I created a Neteller account. However, when I attempted two separate withdrawals via Neteller, both were cancelled with the explanation that I must use the same method as my deposit.

This creates a clear contradiction:

I am required to withdraw using my deposit method (credit card),
But that method is not available to me in the withdrawal options.

As a result, I am effectively blocked from accessing my own funds.

I have made every reasonable effort to resolve this directly with the casino, but they continue to repeat the same instructions without offering a viable solution.

I kindly request your assistance in resolving this matter and helping me withdraw my funds.

Also: I have screenshots of most of the conversations and more if needed

Thank you for your time and support.

Resolved

$1,000

MyEmpire Casino- Urgent withdrawal request account blocked for months

I have been under account verification since December 4, 2025. I have already submitted all requested documents multiple times, but my verification status remains “under review” with no progress.

My account is currently blocked and I cannot access my funds.

At this point, I am not interested in continuing to use the account. I only want to withdraw my remaining balance.

This verification process has been ongoing for several months without resolution, which is unacceptable. I request that the operator either:
1. Complete the verification immediately and allow the withdrawal, or
2. Enable the withdrawal of my full balance and close the account.

I have fully cooperated and provided all requested documentation. I need urgent assistance to recover my funds.

Thank you.

Resolved

$14,433

Pending Withdrawals at MyEmpire Casino

Dear AskGamblers Team,

again MyEmpire is delaying withdrawals. Withdrawal was request on February 15th - EUR 500,00. Meanwhile we have February 27th and nothing happened; I even spoke to their customer service, but nothing..
I would be glad if you could help once again.

Thank you very much in advance.
Best regards

Resolved

€500

Prolonged verification beyond TC with lack of transparent communication

Dear Askgamblers!

I am writing this complaint regarding the unjustified delay of the verification of my account and, thus, the restriction of withdrawals from my MyEmpire account. I have provided everything that the casino asked for regarding verification, yet they are exceeding the total time of verification specified in their T&C by a wide margin, and giving lacklustre answers when I contact them about the progress.

I would like Askgamblers to step in and call them out to provide transparent communication, and finally, allow me to withdraw my funds that I have been waiting for almost a month.

Details:

- Registered on Jan 24th, 2026

- Deposited 280 EUR on the same day as the registration date. No bonuses were accepted. (Jan 24th, 2026). Deposit method: USDT ETH
- Played through sports betting and casino, turning my balance into 3550 euros by Jan 27th 2026

- On the same day, I initiated a withdrawal for 500 euros (Jan 27th 2026)

- On the same day, I uploaded the following verification documents:
o Personal ID card
o Selfie with personal ID card with website in the background

- After 9 days(!), on Feb 5th, 2026, they asked me for a different personal ID documentation, because my ID is “expiring soon”. This “soon” is on 24th February, 2026, so at the time of writing this and uploading, it is perfectly valid. Nonetheless, I went over and uploaded my driver's license.

- Ever since that, the request for verification documents to be uploaded on the page has disappeared; however, when I open the verification page, I have the message “Verification required”, but no specification or availability to upload any documents. Nothing is asked, but it is still “required”.

- I reached out to the customer support through chat multiple times during this period, but the answers were always insisting on waiting more and being patient. I will attach the latest chat where “Akim” agent told me to contact them through email. I did, but I received an answer telling me to keep waiting (again..). I attached the relevant proofs so you can check the exact communication.
As their T&C specify 10 days for verification, and now we are pushing 22 days since I started the verification, and 13 days since the last verification document upload, dealing with avoidant communication from the casino, I lost my patience, and I believe I have every right to do so.

What I would like to achieve with my complaint:
- I want MyEmpire to finally verify my account.
- I want to have my 500 EUR pending withdrawal processed. Withdrawal target is the same USDT ETH wallet I used to deposit with.
- I want to have my withdrawals unlocked for further withdrawals.

Any other questions required to be answered, I am open to them.

Thank you in advance.

Resolved

€3,550

Delayed withdrawal for nearly a week now MyEmpire

It’s been nearly a week now of constant reassurances I’ll be receiving my money, only to be met with the same under review when I look at it. I get the same response every time, my withdrawal is in the final stages and will be completed soon, only to be told later it’s been delayed. I do not trust anymore I will receive my funds so that’s why I’m filing this complaint. I want my $740.

Resolved

$740

Waiting withdrawal to be accepted

Hello AskGamblers and MyEmpire.

I am asking for your help. I requested a withdrawal from the casino on 22.11.2025, 650€.

The casino rules state that all withdrawals must be processed within 3 banking days from the moment the withdrawal request is submitted.

In my case, 5 business days have already passed. No one accepted or withdrew my funds.

The customer service asked me to contact them, which I did,d but nothing is happening. They told me just "it's going to take a few more days"

Please could you help me?

Resolved

€650

Again 3 pending withdrawals at MyEmpire Casino

Dear ASKGAMBLERS Team,

it is the third time in a row now that I have 3 pending withdrawals (EUR 500,00 each) at MyEmpire - in total EUR 1,500.00 again.
According to their terms and conditions I should be paid after 3 days latest - this time has passed some days ago.

Please support / help.

Thank you very much in advance.
Best regards,
RANDOMMOVE

Resolved

€1,500