MyEmpire Casino - Das Spielerkonto wurde entgegen der Anfrage nicht geschlossen.

The casino has not restricted my account despite my request for closure and deletion due to my gambling addiction. I submitted my gambling addiction and account closure request via email on Sunday. I was asked if I was sure, as my balance would be forfeited. I immediately replied yes, and nothing has happened since. They respond immediately to trivial inquiries like cashback requests, but in this case, the account has not been blocked or restricted.

I can still deposit and play. Therefore, I request a refund of my deposits. This amounts to almost 550 euros after my self-exclusion.

Casino hat aufgrund meiner Meldung um Kontoschließung und Löschung aufgrund meiner Spielsucht das Konto nicht eingeschränkt. Ich habe am Sonntag meine Spielsucht und die Kontoschließung per Mail angefordert. Ich wurde gefragt, ob ich sicher bin, da mein Guthaben verfällt. Habe darauf umgehend mit ja geantwortet und seitdem passiert nichts. Auf banale Anfragen wie Cashback oder sonstiges wird sofort reagiert und geantwortet aber in diesem Fall wird das Konto nicht gesperrt bzw. Eingeschränkt.

och kann immer noch einzahlen und spielen. Daher bitte ich um Rückerstattung meiner Einzahlungen. Das sind knapp 550 Euro nach meiner Selbstsperre.

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Dear andreastueker,

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.

• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information to my email at katarina.d@casino.guru.
• Could you please advise when was the last time the casino allowed you to deposit?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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,

Katarina

Hello,

I contacted live chat and told them I wanted the account immediately blocked and deleted because I'm a gambling addict. They then told me to contact the specialist department.

I did this immediately and wrote to them that I wanted the account deleted and blocked due to gambling addiction.

They replied within an hour and informed me that the entire balance would be forfeited. I confirmed this. Nothing happened; I can still deposit funds, and the last deposit was made this morning.

There has been no reaction and the account has not been restricted. I received confirmation directly from them regarding the gambling addiction. They sent me various links to help, but the account itself remained unaffected.

I have now forwarded the email to you.

Hallo,

ich habe den Live-Chat kontaktiert und denen mitgeteilt, dass ich das Konto umgehend sperren und löschen will, da ich spielsüchtig bin. Mir wurde daraufhin gesagt, dass ich mich an die Fachabteilung melden soll.

Dies habe ich dann umgehend getan und habe denen geschrieben, dass ich das Konto aufgrund der Spielsucht löschen und sperren will.

Daraufhin haben die innerhalb einer Stunde mir geantwortet und mitgeteilt , dass das ganze Guthaben auch verfällt. Daraufhin habe ich es bestätigt . Es ist nichts passiert, ich kann immer noch einzahlen, die letzte Einzahlung war heute Morgen noch.

Es gibt keine Reaktion und das Konto wurde nicht eingeschränkt. Die Bestätigung habe ich ja direkt von denen erhalten bzgl. der Spielsucht. Es wurden diverse links mit Hilfe geschickt, aber das Konto an sich blieb unbetroffen.

Ich habe Ihnen die Email jetzt weitergeleitet .

Dear andreastueker,

thank you for your emails and response.

• How long have you been a player at this casino, please?
• Could you please clarify whether your account is still accessible to you?
• Do you have an access to your deposit history? Could you please share it with me?

Looking forward to your reply,

Katarina

The account was blocked on December 10, 2025, after several written requests.

I do not have access to the deposit history.

I had the account from approximately December 4th, 2025.

Das Konto wurde nach mehrmaligem Anschreiben gesperrt und zwar am 10.12.25.

Ich habe keinen Zugriff auf die Einzahlungshistorie.

Ich hatte das Konto ab dem 04.12.25 ca.

Dear andreastueker,

According to the available evidence, you submitted your self-exclusion request on Dec 7th, and the casino closed your account on Dec. 10th. Your last known deposit was made on Dec. 9th. Please note that, in most casinos, self-exclusion requests are handled manually by the responsible departments. This process requires some time to ensure requests are handled appropriately and with the necessary attention.

From our perspective, MyEmpire Casino acted promptly and restricted your account access within a reasonable timeframe. Therefore, the casino cannot be held responsible for the deposits you made during the request-processing period.

As a result, you are unfortunately not eligible for a refund of these deposits. Regrettably, I have no choice but to reject your complaint as unjustified.

Katarina