MyEmpire Casino - Das Konto des Spielers wurde geschlossen.

I won the raffle and they closed my account, they only say that for administrative reasons and under clause 3.9, a total abuse and illegality, stealing money, especially with VIP level 5 and having given thousands of euros.

It is a crime of fraud and misappropriation.

I have all the evidence, stay away from Novaforge

Gané el sorteo y me cerraron la cuenta, sólo dicen que por motivos administrativos y en virtud de la cláusula 3.9 , un total abuso e ilegalidad, robar dinero , máxime con nivel VIP 5 y habiendo dado miles de euros .

Es un delito de estafa y apropiación indebida.

Tengo todas las pruebas, aléjense de Novaforge

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MyEmpire Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the reasons for account closure and provide proof that the casino withheld funds? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Dear Pepeigle,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from MyEmpire Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear MyEmpire Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons for the closure/blocking of the player's account? Your detailed insight will help us proceed with a fair and informed resolution.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Good afternoon Kubo,

It's a pleasure for me to meet you and have you as the mediator.

There hasn't been any change in fact, they haven't answered me and that's why I think it's a great idea for someone from Myempire or Novaforge Ltd to participate in this forum to reach a good understanding and agreement.

All the best

Buenas tardes Kubo,

Para mí es un placer conocerte y que seas tú el que medies.

No ha habido ninguna variación de hecho no me contestan y por eso creo que es una gran idea que participara en este foro para llegar a un buen entendimiento y acuerdo alguien de Myempire o Novaforge Ltd.

Un saludo

Dear All,

Thank you for reaching out to us.

We are investigating the matter with the relevant department.

Once we have an update, we will let you know.

Best regards,

MyEmpire Casino Team

Dear Sirs,

I am very pleased that you have decided to reply in this forum with such prestige and recognition.

To expedite your investigation, I am here to assist you, as I have numerous emails and chat transcripts, which demonstrate that my claim is fully legally compliant.

For example, I attach an email from the former VIP manager Miller in which he himself acknowledges that his account was closed for administrative reasons and he is even surprised.

However, as evidenced by this communication to this forum, the criminal, administrative, and civil proceedings have been suspended for the time being in order to reach an amicable and mutually beneficial solution.

Receive a cordial greeting.

Estimados señores,

Me produce mucha satisfacción que hayan decidido contestar en este foro con tanto prestigio y reconocimiento.

Para acelerar su investigación me pongo a su disposición ya que tengo multitud de correos electrónicos y transcripciones del chat, en lo que se demuestra que mi reclamación es totalmente conforme derecho.

Por ejemplo adjunto un correo electrónico del qué era gestor VIP Miller en el que él mismo reconoce que me cuenta fue cerrada por motivos administrativos y hasta le sorprende.

No obstante, y como queda probado en esta comunicación en este foro, de momento paralizó la vía penal, administrativa y la civil con tal de llegar a una solución amistosa y beneficiosa para ambas partes.

Reciban un cordial saludo.

Dear MyEmpire Casino,

I am following up after a week to check whether there have been any updates regarding your investigation. Could you please share the details with me at this stage? If more convenient, you are welcome to reach out to me directly at jakub.m@casino.guru.

Thank you for your cooperation.

Dear All,

The relevant department has informed us that the player placed chargebacks through their bank.

This act breaches our policies, specifically point 6.4 from our T&C, which the player agreed upon registration to our casino's website.

Therefore, the account was closed.

Relevant evidence regarding the chargeback was sent to the guru agent via email.

If you have further questions, please let us know.

Best regards,

MyEmpire Casino Team

This is completely false and constitutes the crime of slandering a judicial authority.

I have the expert report available to the casino and subscribers, which details that charges considered fraudulent by MasterCard were attempted, and once the account was closed, by a company convicted of fraud and money laundering called SCAWARDEX Ltd.

Don't lie, the card used was a Banco Sabadell debit MasterCard, so since it is a debit card and not a credit card, charges cannot be returned.

I have tried to be patient and conciliatory, even after mediation was opened in this forum. I have written you three emails to try to reach an amicable agreement.

The truth only has one path, and I am available to Casino Guru and other forum members to provide all the evidence.

Eso es totalmente falso y constituye un delito de calumnias a una autoridad judicial.

Tengo el informe pericial a disposición del casino y de los suscriptores en el cuál se detalla que se intentaron realizar cobros considerados por MasterCard como fraudulentos y una vez cerrada la cuenta por parte de una empresa sentenciada por fraude y lavado de dinero llamada SCAWARDEX Ltd.

No mientan , la tarjeta utilizada fue una MasterCard del Banco Sabadell de débito , por lo que al ser de débito y no de crédito no se pueden devolver cargos .

He tratado de ser paciente y conciliador incluso una vez abierta la mediación en este foro, os he escrito tres correos electrónicos para intentar llegar a un acuerdo amistoso.

La verdad sólo tiene un camino y me pongo a disposición de Casino Gurú y demás foreros para aportar todas las pruebas.

By the way, did it take them so long to get that crude explanation?

Obviously they are lying and it doesn't add up, find a more plausible excuse.

And since they are offering the Casino Guru agent the evidence, I believe that as the directly affected party, they should send it to me, warning that if this is not the case or if it does not constitute true evidence, their credibility with thousands of clients will be lost.

All the best

Por cierto , para esa burda explicación han tardado tanto tiempo ?

Evidentemente mienten y no cuadra , búsquense una excusa más verosímil.

Y ya que le ofrecen al agente de Casino Gurú las pruebas, creo que como parte directamente afectada deberían hacérmelas llegar , advirtiendo que se no ser así o estas no constituir prueba veráz, acabará su credibilidad ante miles de clientes.

Un saludo

By the way, I've thought about the explanation you give and it makes no sense when I still have open accounts at Novaforge Ltd casinos and you offer me bonuses, promotions... For the reason you have given, these same casinos, belonging to the same group and even sharing agents, should have blocked my account...

Very bad excuses.

Por cierto, he pensado en la explicación que dais y no tiene ningún sentido cuando sigo con cuentas abiertas en casinos Novaforge Ltd y me ofreceis bonos , promociones....Por la razón que habéis dado vosotros , estos mismos casinos al pertenecer al mismo grupo y.compartir hasta agentes , deberían haber bloqueado mi cuenta....

Excusas muy malas.

Dear Pepeigle,

Unfortunately, the casino has provided clear proof that you initiated two chargebacks on your bank account. Contrary to your claim, it is indeed possible to dispute a transaction with a debit card; the process may differ slightly from credit cards, but the dispute mechanism exists.

Issuing chargebacks on funds deposited or spent at the casino is considered a severe violation of the casino’s Terms & Conditions. It bypasses the agreed rules for deposits and withdrawals and is regarded as financial abuse. Engaging in chargebacks can result in permanent account closure and forfeiture of winnings.

For these reasons, we cannot uphold your complaint, and it is rejected as unjustified. For future reference, we strongly advise refraining from initiating chargebacks on any online casino funds.

Thank you for your understanding, and I’m sorry we couldn’t provide a more favorable resolution. If you encounter other issues with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We are always here to assist you.

Best Regards,

Kubo