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I used the welcome bonus at Empire Casino to play slot games.

Upon exceeding a balance of $20000, I requested a withdrawal of $5000, which was accepted.

I had applied for additional withdrawals of $5000 each, but the rest of my funds were confiscated on the grounds of detected fraudulent play.

Despite my inquiries about what constitutes fraudulent play, they refused to provide any specifics, citing misuse prevention as the reason.

I assure you that I haven't conducted any fraudulent activities and I feel that my funds were unfairly confiscated.

I hope my balance will be returned.

Thank you for your assistance.

エンパイアカジノのウェルカムボーナスを利用してスロットゲームをプレイしました。

残高が$20000を超えたあたりで$5000を出金申請して受理されました。

残りも$5000ずつ出金申請を出していたのですが、不正プレイが検知されたという理由で残りが没収されました。

不正プレイとは何かを問い合わせても悪用防止が理由で詳細を教えていただけません。

私は、不正プレイなど行っておりませんし、不当に没収されたと感じております。

残高が帰ってくることを願っています。

よろしくお願いします。

Dear chata9,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please send me the email you received from the casino after your winnings were confiscated? My email address is veronika.l@casino.guru.

Are you able to log in and access your account?

Could you please specify which slot games you played?

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

Best regards

Veronika

I have sent a screenshot to the email address above.

Can you log in and access your account?

can.

Could you please specify which slot games you played?

mainly

Dreams of Gold

Muay Thai Champion

It will be.

thank you.

上記のメールアドレスにスクリーンショットを送りました。

ログインしてアカウントにアクセスできますか?

できます。

どのスロットゲームをプレイしたか指定していただけますか?

主に

dreams of gold

Muay Thai Champion

になります。

よろしくお願いします。

Thank you very much, chata9, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 chata9,

I'm Michal, and I have taken over this complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Empire777 Casino to join the conversation.

Dear Empire777 Casino,

Could you provide further clarification on the alleged fraudulent play by the player? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear chata9,

I managed to get in touch with the casino representative, who informed me their security team has flagged your account as one of the multiple accounts flagged in connection with bonus abuse and potential fraudulent play. I have requested that the casino team share more details and evidence with us to support their claim. I will extend the timer for an additional 7 days.

thank you.

Thank you, continue!

ありがとうございます。

引き続きよろしくお願いします！

Dear chata9,

I have discussed your case with the casino team repeatedly and requested evidence to support their claims but had no success. Unfortunately, there is not much more that can be done without their cooperation. Although the information provided suggests your account has been one of the multiple accounts flagged in connection with bonus abuse and potential fraudulent play, without supporting evidence from the casino team we cannot fully agree with the confiscation of your winnings.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help change the casino's approach. If the casino decides to resolve this case or provide the required evidence, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Gaming Curaçao Authority (complaints@gaming-curacao.com) and submit a complaint to them. The Gaming Authority might have more options and tools to help players. Please let me know how they responded (michal.k@casino.guru). I am sorry I could not be of more help on this occasion. I can only recommend checking the reviews of each casino before you sign up and only playing in licensed and good-rated casinos to avoid disappointments like this in the future.

Best regards,

Michal

Casino Guru