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Subject: Unjustified reduction of profit from €4,500 to €275 after fulfillment of sales requirements

Dear Casino Guru Team,

I am filing this complaint against MyEmpire Casino because, after I had lawfully wagered a bonus, winnings of over €4,200 were withheld from me.

The facts:

I deposited €50 of real money and received a 55% reload bonus (€27.50). This was explicitly not a no-deposit bonus, but rather linked to my deposit. I fully met the wagering requirements of 40x (approximately €3,100 total wagered). At that point, there was approximately €4,500 of real money in my player account. However, immediately after completing the wagering requirements, my balance was automatically reduced to exactly €275.

Why I consider this cut unfair and inadmissible:

Lack of transparency: A maximum cashout limit that wipes out over 90% of winnings was not clearly communicated when claiming the bonus. According to fair gaming standards, such significant restrictions for deposit bonuses must be stated directly with the offer and not hidden in the general terms and conditions.

Conflicting statements from support: I contacted customer service and received completely different explanations. One employee (Anda) claimed the limit was 5 times the bonus. Two other employees (Janine and Nila) mentioned a 10-times limit. The fact that the casino staff themselves disagree demonstrates the lack of transparency in the bonus rules.

Unfair clause for deposit bonuses: Since I have taken on my own financial risk through my deposit, a cap on such a small amount (10 times the bonus amount) is an unreasonable disadvantage for the player.

I have saved screenshots of the conflicting chat logs and my deposit receipt and will gladly provide them. I request your mediation so that the remaining amount of €4,225 can be credited back to me.

Thank you so much for your help.

Betreff: Unberechtigte Gewinnkürzung von 4.500 € auf 275 € nach Erfüllung der Umsatzbedingungen

Sehr geehrtes Casino-Guru-Team,

ich reiche diese Beschwerde gegen das MyEmpire Casino ein, da mir nach dem rechtmäßigen Umsetzen eines Bonus ein Gewinn von über 4.200 € einbehalten wurde.

Der Sachverhalt:

Ich habe 50 € Echtgeld eingezahlt und einen 55 % Reload-Bonus (27,50 €) erhalten. Dies war ausdrücklich kein einzahlungsfreier Bonus (No-Deposit), sondern an meine Einzahlung gekoppelt. Ich habe die Umsatzbedingungen von 40x (ca. 3.100 € Gesamteinsatz) vollständig erfüllt. Zu diesem Zeitpunkt befanden sich ca. 4.500 € als Echtgeld auf meinem Spielerkonto. Unmittelbar nach Abschluss des Umsatzes wurde mein Guthaben jedoch automatisch auf genau 275 € gekürzt.

Warum ich diese Kürzung für unfair und unzulässig halte:

Intransparenz: Ein Gewinnlimit (Max Cashout), das über 90 % des Gewinns vernichtet, wurde bei der Inanspruchnahme des Bonus nicht klar kommuniziert. Solch wesentliche Einschränkungen für Einzahlungsboni müssen laut Fair-Gaming-Standards direkt beim Angebot stehen und nicht in den allgemeinen AGB versteckt sein.

Widersprüchliche Aussagen des Supports: Ich habe den Kundenservice kontaktiert und völlig unterschiedliche Begründungen erhalten. Ein Mitarbeiter (Anda) behauptete, das Limit sei das 5-fache des Bonus. Zwei andere Mitarbeiter (Janine und Nila) sprachen von einem 10-fachen Limit. Dass das Casino-Personal sich selbst nicht einig ist, belegt die mangelnde Transparenz der Bonusregeln.

Unfaire Klausel für Einzahlungsboni: Da ich ein eigenes finanzielles Risiko durch meine Einzahlung eingegangen bin, ist eine Deckelung auf einen so geringen Betrag (10-facher Bonusbetrag) eine unzumutbare Benachteiligung des Spielers.

Ich habe Screenshots der widersprüchlichen Chat-Verläufe und meines Einzahlungsbelegs gesichert und stelle diese gerne zur Verfügung. Ich bitte Sie um Vermittlung, damit mir der restliche Betrag von 4.225 € wieder gutgeschrieben wird.

Vielen Dank für Ihre Hilfe.

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

If anything seems suspicious, contact us directly.

Stay safe.

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 share a screenshot of the specific bonus terms and conditions, or share a link to the bonus you participated in?
• Could you please share with me your communication with the casino regarding the issue? 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

Hello,

I have forwarded the email correspondence from myempire to you.

Hallo,

ich habe euch den E-Mail Verkehr von myempire weitergeleitet.

Here is a screenshot of the bonus terms and conditions, and it states that a no-deposit bonus has a withdrawal limit, but it doesn't mention what the withdrawal limit is for a deposit bonus.

Hier ist ein Screenshot von den Bonusbedingungen und da steht das ein Einzahlungsfreier Bonus ein Auszahlungslimit hat aber da steht nichts von einem Einzahlungsbonus wie hoch das Auszahlungslimit ist

Hello Quicknic,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

That's exactly how I read it too; if you have a no-deposit bonus, then there's a withdrawal limit, but I had a deposit bonus and therefore I'm entitled to my winnings.

Ganz genau so habe ich das auch gelesen wenn man einen Bonus ohne Einzahlung hat dann gibt es ein Auszahlungslimit , aber ich hatte einen Bonus mit Einzahlung und darum habe ich auch Anspruch auf meinen Gewinn.

Thanks for your patience.

I went over the information you provided and the casino's website, but I couldn't find the 55% reload bonus offer. Kindly share a screenshot or a link to the marketing offer if available.

Please note that it appears the bonuses I found on the website include the maximum cashout limit in their respective specific terms and conditions.

Please let me know if the particular information about the bonus is available to you.

Share the information with me at tomas@casino.guru or directly in the complaint thread. I appreciate your cooperation regarding the issue.

Hello Tomas,

Here are screenshots of the bonus terms and conditions that were displayed directly with the offer. As you can see, the rules are listed in great detail in 17 points.

The crucial point:

None of these 17 points mention a maximum withdrawal limit for this deposit bonus. While the maximum bet (point 11) and the wagering requirements (point 12) are mentioned, the casino has failed to inform the player about a winnings limit.

Since this was a deposit bonus where I risked my own money, I couldn't have anticipated a hidden 10x wagering requirement from the general terms and conditions, which wasn't mentioned in the offer itself. Fair play standards dictate that such drastic limits must be clearly communicated within the offer.

I ask you to consider this as proof of the lack of transparency."

.

Hallo Tomas,

​hier sind die Screenshots der Bonusbedingungen, die direkt bei dem Angebot angezeigt wurden. Wie du sehen kannst, sind die Regeln sehr detailliert in 17 Punkten aufgelistet.

​Das Entscheidende:

In keinem dieser 17 Punkte wird ein maximales Auszahlungslimit für diesen Einzahlungsbonus erwähnt. Es werden zwar der Max Bet (Punkt 11) und die Umsatzbedingungen (Punkt 12) genannt, aber das Casino hat es versäumt, den Spieler über ein Gewinnlimit zu informieren.

​Da es sich um einen Einzahlungsbonus handelt, bei dem ich mein eigenes Geld riskierte, konnte ich nicht damit rechnen, dass im Hintergrund eine versteckte 10x-Regel aus den allgemeinen AGB greift, die im Angebot selbst nicht auftaucht. Nach Fair-Play-Standards müssen solche drastischen Limits klar beim Angebot kommuniziert werden.

​Ich bitte dich, dies als Beweis für die mangelnde Transparenz zu werten."

.

Hello Quicknic,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Quicknic,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Quicknic,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite MyEmpire Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s winnings has been capped?

Thank you in advance for providing the information.

Dear all,

thank you for contacting us.

Kindly informing you that we are currently checking the case with the relevant department, once there is update we will inform you as soon as possible.

We appreciate the understanding regarding the matter!

Best Regards,

Team MyEmpire

"Thank you so much, Martina, for your support and thank you to the MyEmpire team for the feedback."

However, I would like to emphasize that this case has been known for weeks. Since the screenshots I submitted prove that the 17 points of the offer did not mention a payout limit, the situation is actually quite clear.

I hope for a swift correction of my account balance, as the delay caused by such a clear error in the offer communication is very stressful for me as a player. I await the results of your internal investigation.

"Vielen Dank, Martina, für die Unterstützung und danke an das MyEmpire-Team für die Rückmeldung.

Ich möchte jedoch betonen, dass der Fall seit Wochen bekannt ist. Da die von mir eingereichten Screenshots belegen, dass die 17 Punkte des Angebots kein Auszahlungslimit erwähnten, ist die Sachlage eigentlich klar.

Ich hoffe auf eine schnelle Korrektur meines Kontostandes, da die Verzögerung bei einem so eindeutigen Fehler in der Angebotskommunikation für mich als Spieler sehr belastend ist. Ich warte auf das Ergebnis Ihrer internen Prüfung."

Dear MyEmpire Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Dear all,

We have checked the case with the relevant department and are happy to attach the Terms and Conditions of the promotion, with max release terms visible in it. Please find it attached below:

If there are any further claims/questions please do not hesitate to contact us.

Best Regards,

Team MyEmpire

Dear MyEmpire Casino Team,

Could you please share the exact link from which the screenshot was taken?

It appears there may be two different versions of the bonus Terms and Conditions, and we would like to clarify which one applies in this case.

Thank you very much in advance for your cooperation.

Dear all,

Kindly note that there seems to be a misunderstanding. The customer is providing screenshots from the general Terms and Conditions of the website while the screenshot that we provided is referring to the Terms and Conditions of the bonus that was released and is referred by the customer in the initial complaint.

At this time we are only able to provide screenshot of the T&C as this is a personal offer and is not listed on the website's Promotions list.

If there are any further claims/questions please do not hesitate to contact us.

Best regards,

Team MyEmpire

Hello Martina,

Thank you very much for your assistance. I would like to respond directly to MyEmpire's statement, as the casino's reasoning is contradictory:

Completeness of the screenshots: MyEmpire claims I only photographed the terms and conditions. This is incorrect. My screenshots show the specific bonus conditions directly linked to the reload offer (the 17 detailed points). When a casino creates an offer with so much detail, the player must be able to trust that these are the complete rules for that bonus.

Lack of transparency regarding 'personal offers': The casino admits that it was an individual offer. According to Casino Guru's fair play standards, essential restrictions such as a 'maximum cashout' (win limit) must be clearly stated directly with the offer. It's not acceptable to list 17 rules (including maximum bet and wagering requirements) but then omit the most important one – which reduces the balance by 90% – and simply refer to the general terms and conditions.

Burden of proof lies with the casino: MyEmpire themselves state that they can 'only provide a screenshot of the terms and conditions'. This means the casino cannot prove that a winnings limit was displayed to me when I activated the bonus. I, on the other hand, have provided screenshots proving that I was presented with a detailed list without any such limit.

Contradictory support: The fact that support gave me different limits (5x and 10x) underlines that there was no clear, transparently communicated basis for this reduction.

I therefore ask Martina to classify the complaint as justified, since the communication of the offer was clearly misleading.

Hallo Martina,

​vielen Dank für die Vermittlung. Ich möchte direkt auf die Stellungnahme von MyEmpire reagieren, da die Argumentation des Casinos widersprüchlich ist:

​Vollständigkeit der Screenshots: MyEmpire behauptet, ich hätte nur die AGB fotografiert. Das ist nicht korrekt. Meine Screenshots zeigen die spezifischen Bonusbedingungen, die direkt mit dem Reload-Angebot verknüpft waren (die 17 detaillierten Punkte). Wenn ein Casino ein Angebot mit so vielen Details erstellt, muss der Spieler darauf vertrauen können, dass dies die vollständigen Regeln für diesen Bonus sind.

​Fehlende Transparenz bei 'persönlichen Angeboten': Das Casino gibt zu, dass es sich um ein individuelles Angebot handelte. Nach den Fair-Play-Standards von Casino Guru müssen wesentliche Einschränkungen wie ein 'Max Cashout' (Gewinnlimit) zwingend direkt beim Angebot aufgeführt werden. Man kann nicht 17 Regeln auflisten (inklusive Max Bet und Umsatzfaktor), aber die wichtigste Regel – die das Guthaben um 90 % kürzt – einfach weglassen und auf die allgemeinen AGB verweisen.

​Beweislast beim Casino: MyEmpire sagt selbst, sie können 'lediglich einen Screenshot der AGB zur Verfügung stellen'. Das bedeutet, das Casino kann nicht belegen, dass mir beim Aktivieren des Bonus ein Gewinnlimit angezeigt wurde. Ich hingegen habe per Screenshot belegt, dass mir eine detaillierte Liste ohne ein solches Limit präsentiert wurde.

​Widersprüchlicher Support: Die Tatsache, dass der Support mir gegenüber verschiedene Limits (5-fach und 10-fach) nannte, unterstreicht, dass es für diese Kürzung keine klare, transparent kommunizierte Grundlage gab.

​Ich bitte Martina daher, die Beschwerde als berechtigt einzustufen, da die Kommunikation des Angebots eindeutig irreführend war."

Dear MyEmpire Casino,

I have sent you an email. Could you please kindly check it at your earliest convenience?

Thank you very much in advance for your cooperation.

Dear Martina,

Thank you for the reply.

We would like to inform you that we are reviewing the case.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

Myempire

Dear Martina,

Kindly note that up to this date no email was sent to us from you regarding this case. Could you please check again and confirm if anything was sent?

Thank you in advance!

Best Regards,

Team MyEmpire

Dear My Empire Casino Team,

A couple of weeks ago, I sent you an email kindly asking you to provide supporting materials — such as screenshots or other evidence — confirming that the player was clearly informed about the maximum win limit.

However, afterward you informed me that the case was still under review, so I am wondering whether you may not have received my email.

Thank you very much in advance for your cooperation.

Dear Martina,

may we kindly ask you to re-send the email to support@myempire.com or complaints@myempire.com email address as we double checked and indeed couldn't find such email?

Thank you in advance and apologies for the inconvenience.

Best Regards,

Team MyEmpire

Thank you!

I have resent you that email. Thank you so much.

Dear Martina,

thank you for the email.

We have now replied with evidence regarding the bonus.

If you have any further questions please do not hesitate to contact us.

Best Regards,

Team MyEmpire

I'm really curious to see what evidence they'll conjure up there...

Da bin ich ja mal gespannt welche Beweise dort hervorgezaubert werden.....

Dear Quicknic,

I would like to kindly request if you could send me a screenshot of the email the casino sent you regarding the bonus offer. I appreciate your assistance with this matter and thank you in advance for your help.

"Hello Martina,

I want to clarify that I don't regularly check my emails regarding casino offers. Instead, I log directly into my MyEmpire player account and check the 'Bonus Offers' tab to see what's currently available.

That's where I discovered this 55% reload bonus and activated it directly in my account. Clicking on the offer opened a window with the 17 detailed points I had already submitted. There was no mention of a withdrawal limit, nor was there a link that would have led me to further, hidden terms and conditions.

So I didn't use any email as the basis for this bonus, but solely the information that MyEmpire presented to me directly in my account's user interface. In my opinion, it's misleading to list 17 rules in detail in the account, but to completely omit the most important restriction (the winnings limit).

"Hallo Martina,

ich möchte klarstellen, dass ich meine E-Mails bezüglich Casino-Angeboten nicht regelmäßig verfolge. Ich logge mich stattdessen direkt in mein Spielerkonto bei MyEmpire ein und schaue unter dem Reiter 'Bonus Angebote' nach, was aktuell verfügbar ist.

Dort habe ich auch diesen 55 % Reload-Bonus entdeckt und direkt im Account aktiviert. Mir wurde beim Klick auf das Angebot ein Fenster mit den bereits eingereichten 17 detaillierten Punkten angezeigt. Es gab dort keinen Hinweis auf ein Auszahlungslimit und auch keinen Link, der mich zu weiteren, versteckten Bedingungen geführt hätte.

Ich habe also keine E-Mail als Grundlage für diesen Bonus genutzt, sondern ausschließlich die Informationen, die MyEmpire mir direkt in der Benutzeroberfläche meines Kontos präsentiert hat. Meiner Meinung nach ist es irreführend, im Account 17 Regeln detailliert aufzuführen, aber die wichtigste Einschränkung (das Gewinnlimit) komplett wegzulassen."

Dear Quicknic,

I understand your point of view. However, the casino has provided evidence showing that the bonus you accepted was a 55% bonus up to 200, not a 50% bonus. The casino also supplied evidence confirming that an email containing all relevant bonus conditions was sent to you.

Given the available evidence, it is not possible for us to conclude otherwise, and we are therefore forced to close this complaint as rejected. Based on the information provided, the casino appears to have acted in accordance with the Terms and Conditions agreed to upon registration.

I can assure you that, as an independent party, we have thoroughly reviewed all the evidence and based our decision strictly on verified facts, without influence from external pressure or assumptions.

You are certainly entitled not to agree with our conclusion, and you remain free to contact the relevant licensing authority if you believe your position is justified.

I’m sorry that we could not assist you further in this matter.