MyEmpire Casino - 플레이어의 계정이 잘못 처리되어 자체 제외가 무시되었습니다.

Dear Casino Guru Complaint Team,

I am submitting a complaint against MyEmpire Casino for serious breaches of responsible gambling obligations and multiple failures to honor my self-exclusion requests.

Despite repeated pleas to be excluded starting in June 2024, MyEmpire continued offering me bonuses, delayed the exclusion process, reopened my account without consent, and encouraged me to continue gambling despite clear signs of a gambling problem. Their actions led directly to my financial collapse, forcing me to file a consumer proposal (insolvency) in January 2025.

I attempted to resolve this matter directly with MyEmpire. However, their response was cold and dismissive. They refused to take any responsibility, claiming falsely that I had not raised responsible gambling concerns, despite overwhelming evidence in my emails.

Attached to this complaint you will find:

• A complete timeline of events.
• The official complaint I sent to MyEmpire.
• Their final refusal response.

Summary of Violations:

• Reopening an excluded account (January 2025) without my consent.
• Offering multiple bonuses instead of respecting exclusion requests.
• Ignoring their own 24-hour policy for self-exclusion processing.
• Encouraging continued gambling from a vulnerable player.
• Breaching their duty of care and responsible gaming obligations.

Requested Resolution:

• Full refund of all deposits made after June 13, 2024 (the date of first exclusion).
• Immediate and permanent exclusion from MyEmpire and any affiliated sites.
• Formal investigation into MyEmpire’s practices towards vulnerable players.

In addition, I specifically requested that MyEmpire provide me with a complete record of my deposits and transactions.

This request was necessary because:

• I no longer have access to my player account (following my exclusion), and
• I am unable to retrieve my bank records independently after my consumer proposal filing in January 2025, which resulted in the closure of my banking accounts.

Despite clearly explaining the situation, MyEmpire failed to provide the requested deposit history.

This lack of cooperation further demonstrates disregard for their obligations toward vulnerable players and obstructs my ability to fully document the financial harm I suffered.

Thank you for considering my case and for protecting players facing serious harm.

I put 10 000$ as the dispute amount since I don't have the actual amount yet. But I'm certain it's thousands of dollars.

Sincerely,

Kellie

** I have all the email exchange ready but I was not able to add them here since the file is to big. I will send it to you as soon as you give me your email.

Dear kelliel,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:

Self-exclusion request: you can contact Support Service Team via e-mail: [email protected], and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;

Could you please clarify if you have ever clearly stated that you suffer from gambling addiction in any of your self-exclusion requests? If you have, please forward me this specific request. My email address is [email protected].

Thank you very much in advance.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi Kristina,

Thank you for your message and your attention to my complaint.

I would like to strongly clarify that I explicitly asked MyEmpire for self-exclusion, many times, not just for a casual account closure. I explained I had spent too much money, and I needed to be excluded from the platform. That message alone should have triggered immediate Responsible Gambling protocols.

According to the Responsible Gaming Policy for Licensed Operators issued by the Curaçao Gaming Authority (Version 1.0, 17 April 2025), the request I made should have been more than sufficient for action. The operator’s failure to respond appropriately is a serious breach of that policy.

Here are the key policy sections that apply:

Immediate Processing of Self-Exclusion Requests (Section 9.2.3.1 – Actions and Implementation):

• Self-exclusion must be enforced immediately upon request.
• Delaying or complicating the activation process is explicitly prohibited.
• Any wagering between the request and enforcement must be voided and refunded.

No Bonuses, Incentives, or Marketing After Self-Exclusion Request (Section 9.2.3.2 – Marketing and Communications)

• No bonuses, promotions, or advertising may be offered after a self-exclusion request is made.
• Yet I was repeatedly offered bonuses ($150, $500, $200, etc.) even after multiple exclusion requests.

Self-Exclusion Must Be Irrevocable for the Set Duration (Section 9.2.4 – Reactivation and Post-Cooling Off Protocol)

• A self-exclusion cannot be undone casually or at the casino’s initiative.
• Despite this, they reopened my account 6 days after the first exclusion and again without request in January 2025.

Recognition of Gambling Harm Without Explicit Mention of "Addiction" (Section 8.1 – Key Monitoring Factors & Section 7 – Duty of Care)

• Players showing signs of harm (like multiple self-exclusion requests, financial distress language) must be protected, regardless of whether the word "addiction" is used.
• I wrote repeatedly about "spending too much," "losing everything," and "being ruined," which are clear risk indicators.

Obligation to Maintain a Functional Responsible Gaming Section (Section 6.1 – Responsible Gaming Section)

• Players must be able to easily self-exclude without needing lengthy back-and-forth emails.

It is the operator’s responsibility to make self-exclusion accessible, immediate, and effective. They failed at every step.

It is all well written in the Curacao Egaming Responsible Gambling Policy for Licensed Operators:

https://gamingcontrol.spin-cdn.com/media/online_gaming/20250428_cga_responsible_gaming_policy_17_april_2025_final.pdf

Given this context, I respectfully ask that Casino Guru fully consider these clear policy violations and hold the operator accountable. My request was made in good faith. Their inaction directly contributed to further losses that should never have happened.

Thank you for your support and for taking Curaçao’s regulations seriously.

Also, I just sent you the email exchanges that I was not able to add with the complaints.

Thank you for your reply, kelliel.  I understand how frustrating it must be to feel like a casino has failed to protect you, but we won't be able to help you in this matter. The self-exclusion request, where you stated the gambling problem clearly, is the essential evidence that the player must provide in order for us to proceed with a case like this and request a refund. Since you didn't provide the request and your account has been closed, we cannot handle this case as a failed self-exclusion. I can only recommend how to request self-exclusion properly in the future if you feel like gambling has become challenging for you.

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day, hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. 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.