Self exclusion violations

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.

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

Dear @askgamblers,

We have sent an email to you.

We are waiting for your update.

Kind regards,
MyEmpire team.

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