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Hello

I played blackjack and my winnings were not credited, as someone reported here before.

I also have a screenshot of everything, and you can see that nothing has been added. Support is requesting IDs that don't exist because I was kicked out of the game or received a reload from the live casino.

Hallo

ich habe Blackjack gespielt und mein Gewinn wurde nicht gutgeschrieben wie schonmal jemand hier berichtet hat.

Habe auch alles auf Screenshot, man sieht wie nichts dazu gebucht wird. Der Support fordert Id s die nicht vorhanden sind da ich aus dem spiel gekickt oder einen reload vom live casino bekommen habe.

Dear gamblefrau,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to veronika.f@casino.guru? Have you stopped playing right after the incident?

Please understand that without any supporting evidence, we can’t proceed further with this case, as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Veronika

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

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

Stay cautious, and if you have any doubts, please reach out to us directly.

Thank you for the screenshot.

Just to confirm, am I correct in understanding that the winnings which have not been credited to your balance are the ones without bet IDs?

And have all the rounds that do have bet IDs been properly credited to your balance?

I appreciate your clarification so we can better assess the situation.

No, you can see from the screenshot that the winnings have not been credited.

So the ones with the IDs shown

None of the rounds with bet ID were credited to me.

Over 2,300€ are missing

Nein auf dem Screenshot sieht man ja auch das die Gewinne nicht gutgeschrieben worden sind.

Also die mit den gezeigten ID´s

Es wurde keine von den Runden mit Wett ID mir Gutgeschrieben.

Es fehlen über 2.300€

Have the problematic bets been deducted from your balance?

Could you please contact the casino and request your full gaming history in Excel format for June 21, starting from the moment you first noticed discrepancies between your bets and winnings? Based on your description, the relevant records should begin around 8:50.

Once you receive the file, kindly forward it to me at veronika.f@casino.guru so we can review the details further.

Thank you in advance for your cooperation.

Yes, bets accepted and played to the end Blackjack but no winnings received

Yes, I request it and I'll get in touch!

Ja Wetten angenommen und zu ende gespielt Blackjack nur kein Gewinn bekommen

Ja forde ich an melde mich dann!

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello gamblefrau, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the problematic game play. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of MyEmpire Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s winnings were not credited and what is the actual issue? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear gamblefrau,

We would like to inform you that we are looking into your request.

We would kindly request that you remain patient.

Rest assured that you will be informed as soon as possible.

Thank you in advance.

Kind Regards,

MyEmpire Casino Team

Dear Casino Guru Team

Yesterday, 3 minutes after the answer from Myempire (in their forum), I received 2 emails saying that 2 IDs had been paid for, which of course is not true.

I would also like to know why I have not received the Excel from the match day yet (from the email request). I am also asking why it was finally decided that I was unlucky via email and then I looked for help from you nice Casino Guru people and then "helped" again instead of sending me the Excel of the match progress. ....

Here is the proof

Liebes Casino Guru Team

Ich habe gestern 3minuten nach der Antwort von Myempire ( in ihrem Forum) 2 Emails bekommen das 2 Ids bezahlt worden wären, was natürlich nicht stimmt.

Ich würde auch gerne wissen wieso ich bis heute die Excel von dem Spieltag nicht bekommen habe( Von der Email Anfrage) genau so frage ich wieso es erst FINAL beschlossen ist das ich pech habe per mail und dann nach der Hilfe suche bei euch netten Casino Guru Menschen dann wieder "geholfen wird" anstatt mir die Excel des Spielverlaufes zu schicken. ....

Hier der beweis

Question to My Empire: If my winnings were credited at "9.56 AM" according to them, why does it say the opposite here in black and white?

Frage an My Empire wenn meine Gewinne doch um "9.56 AM " laut ihnen gutgeschrieben worden sind wieso steht hier schwarz auf weiß das gegenteil?

Here again, there are only inconsistencies. As I said, it's not just about the two IDs mentioned first! I played Blackjack Azure and this Speed at the same time! Here alone, with wins of over 1500, you don't see the balance rise above 3k, which can't be right.

I'd like to ask again, if everything went smoothly, for an Excel list of everything from 8:45 a.m. to 9:10 a.m. Besides the lobby kick I received, something definitely went wrong for you because you played both! You can definitely see that winnings are missing!

Auch hier wieder nur unstimmigkeiten, es geht wie gesagt nicht nur um die 2 Ids die als erstes genannt worden sind ! Ich habe Blackjack Azure und dieses Speed gleichzeitig gespielt ! Allein hier sieht man bei gewinen von über 1500 keine Steigung der Balance auf über 3k was ja nicht sein kann.

Ich bitte nochmals wenn doch alles so korrekt abgelaufen ist eine Excel liste von dem ganzen Kram von 8.45Uhr bis 9 .10 Uhr , neber den Lobby kick den ich erhalten habe ist hundert prozent bei euch irgendwas schief gelaufen weil man beides gespielt hat ! Man sieht aufjedenfall das Gewinne fehlen !

Dear All,

 

After conducting an extensive and thorough review we concluded that our investigation team found no evidence of any missing wins, and all game round were properly settled according to our system records.

 

Dear Matej, please find attached the evidence regarding the case in the email we have sent to you.

 

Kind regards,

MyEmpire Casino Team

No money clearly visible in the game process at the ID´´´s

Kein Geld eindeutig im Spielverlauf zu sehen bei den ID´´´s

I'd like a little more time. I have to look at everything again carefully. There are easily 8 IDs or more because of the side bets and the double play...

Thank you, I'm hurrying!

Ich bitte um etwas mehr Zeit, muss das nochmal genau alles anschauen sind ja locker 8 ids oder mehr wegen den side bets und dem doppelt gespiele...

Ich danke ihnen ich beeile mich!

No worries, take your time :)

Dear gamblefrau, thank you for the details provided! I have forwarded them to the casino representative, asking to escalate this to the game provider to check the game logs and figure out what has happened. As soon as I hear back, I will post an update here.

Dear Matej,

We have send you an email regarding the matter.

We will be awaiting for your response.

Kind regards,

MyEmpire Casino Team

Thank you MyEmpire Casino Team for providing the game provider's findings.

Dear gamblefrau, after checking the results of the game provider's investigation, is shows that all the games were processed correctly. Casino also confirmed no errors occurred on their end, and all the games where winnings were confirmed, were credited. This leaves me with one last idea that could make sense in this case.

Since you have been playing two games at the same time, and displayed values can take some time to update (usually a few seconds, sometimes minutes), is it possible that the balance update did not reflect your winnings, because at the same time you were losing bets on the second game?

I would recommend checking your whole gaming history and balancing your winnings with losses, and see whether you arrive at the same amount as displayed after the last game. I will also ask the casino for the history, so I can double-check with you on my end. If this is not what happened, I will be at a loss, as I was sure if there is any issue, it would be a technical glitch. Please let me know of oyur findings, I will update you on my end once I have the gaming history and check through the games log.

As already mentioned

Only the two IDs that were checked at the beginning and were supposedly paid about an hour later are NOT PAID. They are not in the log and are not in the account.

How can this be? I feel helpless!

Wie bereits erwähnt

alleine die 2 Ids die am Anfang geprüft wurden und angeblich "1h" ca später gezahlt wurden sein sollen sind NICHT GEZAHLT. Nicht im log nicht auf dem Konto.

Wie kann das sein? Fühle mich hilflos!

As I mentioned before, most likely by the time the account balance was refreshed, the winnings were already lost in subsequent bets. That's why I asked if you could check whether the balance is correct at the end of the betting session. That means initial balance at the beginning of the gambling session + all the supposed winnings added together, then subtract all the lost bets and see what you are left with. This number, will hopefully be the same as the balance after you stopped playing.

No he doesn't.

These two winnings alone are missing, which is already a large sum.

Supposedly these were paid around 9.50-9.59am, but they were not.

I wasn't logged in during this time either, only later when nothing had changed.

My account balance then went up again to almost 6,000, but through new games and winnings, as you can see from the logs.

So still it was not paid

Bet ID: 156678065133 1120€ won My balance was 2330.5 then nothing was added

The bet ID: 156678576329 1320€ won,

Only this one where they admit there was a mistake and the payment was made later! But it wasn't!

Here too the proof

You can see on June 21st at 10:23 a.m. (remember above that €2,420 was supposedly paid late). You can only debit €500 per day, so this screenshot also proves that it was not added. I already had the remaining balance before that!

I ask that the money be booked or paid out to me!

Thanks

Nein Tut er nicht.

Es fehlen allein diese 2 Gewinne was schon eine große Summe darstellt.

Angeblich wurden diese ja gegen 9.50-9.59Uhr gezahlt , wurden sie aber nicht.

Ich war in dieser Zeit auch nicht eingeloggt erst später wieder wo sich natürlich nichts verändert hatte.

Mein Kontostand ging dann nochmal auf fast 6.000 aber durch neue Spiele und Gewinne wie man an den Logs sehen kann.

Also immernoch es wurde nicht gezahlt

ie Wett-ID: 156678065133 1120€ gewonnen Mein Guthaben betrug 2330,5 dann wurde nichts hinzugefügt

Die Wett-ID: 156678576329 1320€ gewonnen, 

Allein diese wo sie schon zugeben es ist ein Fehler passiert und es wurde später gezahlt ! Wurde es aber nicht!

Auch hier der Beweis

Man sieht am 21 Juni 10.23Uhr ( Man erinnere an oben es wurde angeblich 2,420€ bezahlt verspätet) Man kann nur 500€ pro Tag abuchen , also auch dieser Screenshot beweist das es nicht hinzugefügt wurde ich hatte davor ja schon das an Rest Balance !

Ich bitte darum das mir das Geld gebucht bzw ausgezahlt wird !

Danke

And now I got the "Excel log" that looks like it was written by a child. What is that exactly? I didn't know I bet 48k and won even more?

Sorry but I feel completely.....

Auch jetzt kam der "Excel Log" der wie von nem Kind geschrieben aussieht, genau so was ist das? Wusste nicht das ich 48k gesetzt und noch mehr gewonnen habe??

Sry aber ich fühle mich komplett.....

Dear MyEmpire Casino, can you please double-check the two posts above, and let us know of your findings? Can you provide any proof of the winnings being processed and added to the player's balance?

Dear Matej,

We have send you an email regarding the matter, showing evidence that the winnings were credited and placed on bets immediately.

Please check it at your earliest convenience.

Best regards,

MyEmpire Casino Team

I would like to thank the MyEmpire Casino for provided evidence.

Dear gamblefrau, according to the internal system screenshot the casino has allowed me to check - which I am not allowed to share though - it seems like everything is in order and the above mentioned winnings have been credited to you.

Bet ID: 156678065133 1120€ won My balance was 2330.5 then nothing was added

According to your gameplay history, at 09:53:24 AM you have lost a bet of 720€ and was left with the balance of 1210,50€ (bet ID 156677818585). Then you have won the above-mentioned 1120€ at 09:54:18 AM and your balance was 2330,50€ as you confirmed yourself. Since 1210,50 + 1120 = 2330,50 and it is the exact sum you stated to have, this leads me to believe everything is in order.

The bet ID: 156678576329 1320€ won,

This checks out as well. At 09:56:09 AM you have lost a bet of 30€ being left with a balance of 950,50€ (bet ID 156678567185). Next bet, the above-mentioned win of 1320€ has left you with a balance of 2270,50€, which also proves that 950,50 + 1320 = 2,270,50€ which is the balance you had.

Overall, as mentioned before, I would advise you not to play multiple games at the same time, as it takes time for stats to be updated and placing bets just couple of seconds from each other, can cause delays and confusion. Unless there is something I have missed or forgot to mention, I believe the case can be closed.

There were 2 IDs but the side bet IDs are also missing... I've had enough of this casino's log is so bad you can't filter anything properly, you can only enter a game correctly, neither the time nor the age, etc. Then you can spend hours scrolling and clicking to see "more".

The Excel I received is a joke!

Sorry but I don't feel comfortable in this casino. As I said, it's not just the 2 IDS. One hand with side bets already resulted in 2k, which is why the loss of 720 etc. doesn't matter at all.

Every side bet also has an ID.

Just as

The casino is completely hiding the logs from me; the Excel insists on 13 games, which is simply not true.

One game isn't listed at all because I was kicked from live.

Why weren't the providers contacted by all 2 or 3 games? I think 2 are from the same one.

Exactly the bets were not at 9:56 etc. but an hour earlier at 8:00. See log and screenshots..! The winnings have not been received until today, and at that time

The money was NOT PAID to me here again a clear proof screenshot

https://ibb.co/hRxvHd6y can't be integrated here again no idea some work some don't

I ask that all three games be checked by the respective providers; this cannot be true!

It's exactly the same as the casino constantly contradicting itself. First, there were no errors and the decision was final, but there was no log. Then an Excel log with 13 lines containing up to €50,000. I'd like to have that? That's just a joke!

At the stated time they credited the money, I wasn't even logged in! The history for the round couldn't be found in the live stream either, which suggests a provider issue.

The two IDs above are just two bets from 5 to 10. I have no idea how many sides there were, etc., but my colleague and I, who was there, know what we saw...

That's exactly how they tried to take all my money away at the beginning! Why would I activate a non-sticky bonus with a balance of €4,000?

Instead of helping me figure out what to do, the supporter simply activated the bonus. It's a disgrace! It's good that they were able to cancel it.

Sorry but it stinks from front to back

My money was already within that limit before I won. I stopped afterwards and then went back in and played up to 6k... but there was NO WINNING from before and it's still not in my casino log to this day. Weird, isn't it?

Das waren 2 IDs aber es fehlt ja auch die Side bet ids... ich habe kein nerv mehr der log von diesem Casino ist so schlimm man kann nichts richtig filtern nur ein Spiel korrekt eingeben weder Uhrzeit etc dann kann man stunden Lang scrollen klicken das"mehr " gezeigt wird.

Die Excel die ich bekommen habe ist ein Witz !

Sry aber ich fühle mich nicht wohl in diesem Casino es sind wie gesagt nicht nur die 2 IDS die eine Hand mit Side bets hat ja schon 2k ergeben weswegen der verlust dieser 720 etc völligst egal sind.

Jede Side bet hat ja auch eine ID.

Genau so

Das Casino verheimlicht ja absolut die Logs mir , die Excel besteht auf 13 Spielen was einfach nicht stimmt.

Das eine Spiel ist garnicht gelistet da ich aus dem Live gekickt worden bin.

Wieso wurden die Provider nicht angeschrieben von allen 2 oder 3 spielen glaube 2 sind vom selben.

Genau so waren die wetten nicht um 9.56 usw sondern eine Stunde früher 8uhr. siehe log und screenshots..! Die Gewinne gab es bis Heute nicht, und zu der Zeit

Das Geld wurde mir NICHT GEZAHLT hier wieder ein eindeutiger Beweis screenshot

https://ibb.co/hRxvHd6y geht nicht einzubinden hier mal wieder keine ahnung manche gehen manche nicht

Ich bitte darum das alle 3 Spiele von denjeweiligen Providern geprüft werden es kann nicht sein !

Genau so das das Casino hier permanent wiedersprüche hat, erst gabs keine Fehler und die Entscheidung steht fest kein Log . Dann ein Exel log 13 zeilen mit bis zu 50.000€ drauf die hätte ich dann gerne? Das is doch einfach nur ein Witz!

Zu der angeben Zeit wo sie das Geld gutschreiben war ich nichtmal eingeloggt! im Live konnte man die HIstory für die Runde auch nicht finden was auf Provider problem hindeutet.

Die 2 Ids oben nochmal sind nur 2 wetten von 5 bis 10 keine ahnung wie viele sides das waren etc. aber ich und mein kollege der dabei war wissen ja was wir gesehen haben...

Genau so wurde mir noch versucht anfangs das ganze geld zu streichen! Wieso sollte ich einen NOn Sticky bonus mit einer Balance von 4.000€ aktivieren? ??

Der Supporter hat anstatt mir zu helfen wie man vorgehen kann einfach den Bonus aktiviert eine sauerei! Gut das man den Canceln konnte.

Sry aber es stinkt von hinten bis vorne

Mein Geld war vor dem Gewinn schon in dem Rahmen habe danach aufgehört und bin später wieder rein hab auf 6k hochgespielt.. aber da kam KEIN GEWINN von vorher der steht auch bis heute nicht in meinem casino log komisch oder?

Dear gamblefrau,

Since the casino provided evidence showing the system properly registering the disputed winnings - as I have detailed in my previous message - there is not much else I can do.

Due to the aforementioned reasons and your dissatisfaction with this outcome, this complaint will now be rejected. Thank you for your understanding, and I am sorry we could not be of more help on this occasion.