MyEmpire Casino - Das Konto des Spielers wurde aufgrund eines Duplikatsanspruchs geschlossen.

The casino closed my account without reinstatement due to a duplicate account. I only have one account.

Το καζινο μου εκλεισε το λογαριασμο χωρις επαναφορα λογω διπλοτυπου λογαριασμου.εγω εχω μονο εναν λογαριασμο.

Dear bznc13,

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.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Did you use a VPN?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

No, I'm the only one who has an account and I didn't have any active bonuses or VPN.

Οχι μονο εγω εχω λογαριασμο και δεν ειχα ενεργό μπονους Ουτε vpn

I sent you an email.

Σας εστειλα κ μαιλ

I had also spoken to them about the withdrawals and continued to play normally, but after 2 days I had no access and my withdrawals were also cancelled.

Ειχα μιλησει και μαζι τους για τις αναλήψεις συνέχισα να παιζω κανονικα αλλα μετα απο 2 μερες δεν ειχα προσβαση και μου ακυρωθηκαν και οι αναλήψεις

Dear bznc13, can you confirm that you registered using your own correct name?

Have you ever logged into your account using someone else's device or from a different IP address, especially one that might belong to someone else who also has an account with the casino?

Is the payment method you used registered in your own name?

Are you absolutely certain that you have never had an account with this casino before?

I always log in from my mobile and no, I didn't have another account and the payment method is in my name.

Παντα απο το κινητο μου μπαινω και Οχι δεν ειχα αλλο λογαριασμο και ο τροπος πληρωμής ναι στο ονομα μου ειναι

Thank you very much, bznc13, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello bznc13,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear MyEmpire Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good evening! My account was reopened, I logged in and the entire amount had been removed from my account, while the history said that the withdrawal had been completed but not by me... Then when I went to log in again, it wouldn't let me log in again, telling me that the user was deactivated due to KYC.

Καλησπερα σας!ο λογαριασμος μου ξανάνοιξε μπηκα και ολο το ποσο ειχε αφαιρεθεί απο το λογαριασμο μου ενω στο ιστορικο εγραφε οτι εχει ολοκληρωθεί η αναληψη αλλα Οχι απο μενα…Στη συνεχεια οταν ξαναπηγα να συνδεθώ δεν με αφησε να ξαναμπω λέγοντας μου οτι ο χρήστης ειναι απενεργοποιημενος λογω KYC.

Dear bznc13,

I tried to contact the casino outside of this thread, I will set one last timer. Thank you for being so patient.

Dear bznc13,

I have gotten a response from the casino, but without any specifics. I have asked them for further explanation, and I will let you know as soon as I receive an answer.

Dear bznc13,

Due to the evidence I was able to review, you supposedly created an account with your name and surname being "Xx Bz". This is a violation of the terms and conditions of the casino. Can you comment on this?

Yes, I have given this name as a username in my account, however, on the payment card and any other document I can send so that my details can be verified and that it is me and that my winnings and my account can be returned to me.

Ναι αυτο το ονομα εχω δωσει ως username στο λογαριασμο μου ωστόσο στην καρτα πληρωμής και σε οποιοδήποτε αλλο εγγραφο μπορω να στειλω για να επαληθευτούν τα στοιχεια μου και οτι ειναι εγω και να μου αποδωθούν τα κέρδη και ο λογαριασμος μου

This username is also from my full name.

Επισης ειναι απο το Ονοματεπώνυμο μου αυτο το username

I have to inform you that I will not be able to help you in this case. In situations like this, it does not matter that your username is your full name or that your identity can be verified later based on the document. The problem is that by providing a false name and surname, you have willfully bypassed the casino's security measures designed to protect players who would try to register new accounts, if their previous ones were blocked. If you had used your identical personal information with the first account, you would not have been able to create a new account. This is a direct breach of the casino's terms and conditions.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.