Empire.io Casino - Empire io took all my balance

RESOLVIDA

Informação da reclamação

Cassino em disputa

Empire.io Casino

Motivo

Outros

Valor

$ 1770.26

há 4 meses

That night I made a deposit 1bnb, and received a bonus (same amount). I played slots only and the result was 2.75 bnb. When I tried to withdraw after maybe one hour, I received this message:


Hello < username removed >

Thank you for your email.

Our security system has flagged your account. Therefore, you are not eligible for promotions under our Terms and Conditions.

Under rule 8.4 & 8.6:8.4. All Sportsbet.io offers are intended for recreational players, and Sportsbet.io may, in its sole discretion, limit the eligibility of customers to participate in all or part of any promotion.8.6. Bonuses can only be received once per person/account, family, household, address, email address, IP addresses and environments where computers are shared (university, fraternity, school, public library, workplace, etc.). The Operator reserves the right to close your account and confiscate any existing funds if evidence of abuse/fraud is found.

We appreciate your cooperation and understanding on the matter.

Kind Regards,

Player Safety and Assurance Team

I can not understand why my account was closed. Please review.

há 4 meses

Hello,

The account grossefblague_1483 was created on 24/11/2024 at 23:43 GMT. Upon registration, the user activated a cash reward bonus with 40x wagering and enabled it by depositing 0.9997 BNB. Upon completing his wagering, the player received their winnings (2.209 BNB) and the reward (0.9998 BNB).

Upon further investigation, and as informed in the email shared by the complainant, the account was then flagged for breaching our Terms and Conditions, rules 8.4 and 8.6. Therefore, the reward and the winnings resulting from the bonus wagering were debited from the account (a total of 2.2 BNB).

Feel free to get back to us should you need further information.

Best Regards
Empire.io Team

há 4 meses

Hi, I received reminder. But do not understand what I need to write here.

AskGamblers
há 4 meses

Dear Empire.io Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

há 4 meses

Dear AskGamblers Team,

We have now sent you an email.

Many thanks.

Best Regards
Empire.io Team

há 4 meses

I hope everything is okay

AskGamblers
há 4 meses

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 Empire.io 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.

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