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I hope you can help me solve this big problem against the My Empire betting house (https://myempire8287.com/es/casino) due to the unjustified closure of my user account, the improper retention of funds in the amount of S / 4,831 and the lack of adequate response from the company to resolve this situation. Below, I detail the relevant facts of my case: 1. Relevant facts a) Account creation and activity on the platform -Account creation date: October 26, 2024. -Initial deposit: S / 2,500 (verified in my banking history). -Activity: Exclusively games in the live casino, in which I converted my initial deposit into a final balance of S / 4,831 after several gaming sessions. b) Withdrawal request and unexpected closure of my account -I made an initial withdrawal of S/2,000 on October 30, 2024, which was canceled by the company without prior notice after my account was closed on November 6, 2024. -The company requested identity verification and I sent all the required documents: Photograph of my ID. History of bank movements that show the deposit made. Proof of address. Personal photograph with the betting page as a background on a screen. -Despite having sent everything requested, my account was closed without any explanation, leaving me without access to my funds. c) Unjustified delay in the return of my money -As of the date of this claim, more than 69 days have passed without the refund of the S/4,831 that I had in my account having been processed. -I have tried to contact My Empire via email and live chat but only receive vague responses and no concrete solutions. -I repeatedly provided my bank and e-wallet details to facilitate the refund, to no avail. -I requested the complaints book via email, to which I received no response. 2. Complaint about abusive terms and conditions I request an explanation for my closure and they excuse themselves under article 3.9 of My Empire's terms and conditions, a term that establishes that the company can close user accounts without the need to provide explanations. I consider this clause to be abusive and contravenes consumer rights established in Peruvian legislation, specifically: -Law No. 29571, Consumer Protection and Defense Code: Article 47: Prohibits abusive clauses in contracts, understood as those that generate a significant imbalance between the parties and unjustifiably limit consumer rights. ·Article 48: Declares null and void any clauses that limit or exclude the provider's liability without justified reasons. -Law No. 31557, Regulation of Online Games and Betting: ·Article 38: Requires bookmakers to comply with the payment of prizes obtained by users within the established deadlines. Term 3.9 of My Empire allows the arbitrary closure of accounts without explanation, which seriously affects the rights of users, leaving them in a defenseless position against the retention of funds.

I find it very suspicious that my account was closed during verification without a clear explanation. I was informed on several occasions that I would be fully refunded, but two months have passed and I still have not received a concrete response or the corresponding refund.

I fully trusted their platform due to their reputation on various forums, but this situation seems unacceptable to me. Closing my account for no apparent reason (and if they have one I would love to see them and thus refute their wrongdoing) and retaining a significant amount of money is completely unfair.

I request a clear response and the immediate return of my funds. I look forward to your prompt response.

Espero puedan ayudarme con solucionar este gran problema contra la casa de apuestas My Empire (https://myempire8287.com/es/casino) debido al cierre injustificado de mi cuenta de usuario, la retención indebida de fondos por un monto de S/4,831 y la falta de respuesta adecuada por parte de la empresa para resolver esta situación. A continuación, detallo los hechos relevantes de mi caso: 1. Hechos relevantes a) Creación de cuenta y actividad en la plataforma -Fecha de creación de la cuenta: 26 de octubre de 2024. -Depósito inicial: S/2,500 (verificado en mi historial bancario). -Actividad: Exclusivamente juegos en el casino en vivo, en los que convertí mi depósito inicial en un saldo final de S/4,831 tras varias sesiones de juego. b) Solicitud de retiro y cierre inesperado de mi cuenta -Realicé un retiro inicial de S/2,000 el día 30 de octubre del 2024, el cual fue cancelado por la empresa sin previo aviso tras el cierre de mi cuenta el día 6 de noviembre del 2024. -La empresa solicitó verificación de identidad y envié todos los documentos requeridos: ·Fotografía de mi DNI. ·Historial de movimientos bancarios que evidencian el depósito realizado. ·Comprobante de domicilio. ·Fotografía personal con la página de apuestas como fondo en una pantalla. -A pesar de haber enviado todo lo solicitado, mi cuenta fue cerrada sin explicación alguna, dejándome sin acceso a mis fondos. c) Demora injustificada en la devolución de mi dinero -Hasta la fecha de este reclamo, ha pasado más de 69 días sin que se haya procesado el reembolso de los S/4,831 que tenía en mi cuenta. -He intentado comunicarme con My Empire por correo electrónico y chat en vivo, pero solo recibo respuestas vagas y sin soluciones concretas. -Proporcioné repetidamente mis datos bancarios y de billetera electrónica para facilitar el reembolso, sin éxito. -A través de correo solicite el libro de reclamaciones lo cual no obtuve respuesta. 2. Reclamo sobre términos y condiciones abusivos Solicito la explicacion de mi cierre y ellos se excusan bajo el artículo 3.9 de los términos y condiciones de My Empire , termino que establece que la empresa puede cerrar cuentas de usuario sin necesidad de brindar explicaciones. Considero que esta cláusula es abusiva y contraviene los derechos del consumidor establecidos en la legislación peruana, específicamente: -Ley N.º 29571, Código de Protección y Defensa del Consumidor: ·Artículo 47: Prohíbe cláusulas abusivas en los contratos, entendidas como aquellas que generan un desequilibrio significativo entre las partes y limitan injustificadamente los derechos del consumidor. ·Artículo 48: Declara nulas las cláusulas que limiten o excluyan la responsabilidad del proveedor sin razones justificadas. -Ley N.º 31557, Regulación de Juegos y Apuestas en Línea: ·Artículo 38: Obliga a las casas de apuestas a cumplir con el pago de los premios obtenidos por los usuarios en los plazos establecidos. El término 3.9 de My Empire permite el cierre arbitrario de cuentas sin explicaciones, lo que afecta gravemente los derechos de los usuarios, dejándolos en una posición de indefensión ante la retención de fondos.

Me resulta muy sospechoso que mi cuenta haya sido cerrada en plena verificación sin una explicación clara. En varias ocasiones me informaron que me reembolsarían la totalidad de mi saldo, pero han pasado ya dos meses y aún no he recibido ni una respuesta concreta ni el reembolso correspondiente.

Confié plenamente en su plataforma debido a su reputación en distintos foros, pero esta situación me parece inaceptable. Que cierren mi cuenta sin motivo aparente ( y si lo tienen me encantaría verlos y así refutar su mala accion) y retengan una cantidad significativa de dinero es completamente injusto.

Les solicito una respuesta clara y la devolución inmediata de mis fondos. Espero su pronta respuesta.

Dear Jesussinsuerte,

Thank you very much for submitting your complaint.

I’m sorry to hear about the frustrating situation you're facing with MyEmpire betting house. I can see you've already shared some of the relevant communication, which will definitely help us in mediating your case. To ensure we are fully informed, I have a few additional questions:

• Could you confirm the exact date when you submitted the requested documents for identity verification and the specific response (if any) you received from MyEmpire regarding those documents?
• When did MyEmpire inform you that your account was closed?
• Were you given any explanation or specific reason for this?

Your cooperation in providing these details will significantly assist us in resolving the issue more effectively. Without this additional information, it will be challenging for us to mediate and help you recover your funds.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply, and we will investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

I completed the account verification process between November 3rd and 5th, sending the required documents. (I have in my possession the documents I sent in the verification process) However, I never received a response regarding the review of said documents nor was I asked for additional information. There was simply no communication regarding it.

Myempire NEVER informed me of the account closure. I simply received an email stating that the withdrawal had been cancelled. When I noticed that my withdrawal had been cancelled, I tried to log into my account and discovered that it had been closed. When I contacted their team, I was only informed that "the administration made this decision" without further details or justification. I consider this to be unfair and unacceptable treatment, since at no time did I breach their terms and conditions AND I AM VERY SAFE.

It is worrying that your platform makes arbitrary decisions about closing accounts without providing explanations or evidence to users, especially when there are outstanding funds. As a consumer, I know my rights and demand a clear response on the reasons for this decision, as well as the immediate return of my withheld balance.

I look forward to a prompt response and a fair solution to this issue. Thank you very much for your support in advance.

Realicé el proceso de verificación de cuenta entre el 3 y 5 de noviembre, enviando los documentos requeridos. (tengo en mi poder los documentos que envié en el proceso de la verificación) Sin embargo, nunca recibí respuesta sobre la revisión de dichos documentos ni se me solicitó información adicional. Simplemente no hubo comunicación al respecto.

Myempire JAMAS me informo del cierre de la cuenta simplemente me llego un correo con el retiro cancelado, al notar que mi retiro había sido cancelado, intenté ingresar a mi cuenta y descubrí que había sido cerrada. Al contactar con su equipo, únicamente se me informó que "la administración tomó esta decisión" sin mayores detalles ni justificación alguna. Considero esto un trato injusto e inaceptable, ya que en ningún momento incumplí sus términos y condiciones Y YO ANDO MUY SEGURO.

Es preocupante que su plataforma tome decisiones arbitrarias sobre el cierre de cuentas sin brindar explicaciones ni pruebas a los usuarios, especialmente cuando hay fondos pendientes. Como consumidor, conozco mis derechos y exijo una respuesta clara sobre los motivos de esta decisión, así como la devolución inmediata de mi saldo retenido.

Espero una pronta respuesta y una solución justa a este problema. Muchas gracias por su apoyo de antemano.

Dear Jesussinsuerte,

Thank you for your detailed response.

I understand your frustration regarding the lack of communication from MyEmpire and the sudden closure of your account. We take these kinds of issues seriously and are committed to assisting you in resolving this matter.

• In order to proceed with our investigation, I’d like to ask if you happen to know anyone else who plays at MyEmpire or if you’ve had any previous interactions with other users on our platform that may be relevant to your case. We have some suspicions regarding potential collusion with other users, and understanding your connections could be helpful in clarifying the situation.

Your cooperation is greatly appreciated, and we are here to support you in seeking a fair resolution.

I don't really know if anyone on your forum or among my friends plays at MyEmpire. What I can say is that I like to bet, so I have played at several bookmakers.

I mention this because there are several platforms very similar to MyEmpire, which some call "mirror houses", such as Wazamba, Rabona, MalinaCasino, Nomini, Casinado, Fresh Casino, among others. (What I have seen is that there are several users here on their forum and on Facebook pages where they indicate having problems with these "mirror houses"), but I highlight it because their operation is almost identical.

In short, I have recommended some friends to play at certain bookmakers, but I have never recommended MyEmpire. Therefore, I do not know if there are users involved in some kind of collusion or who are having problems similar to mine.

Furthermore, it should be noted that there is evidence of this problem with MyEmpire, so it could not be considered collusion.

I look forward to any additional information you may need.

Greetings.

La verdad es que desconozco si alguien en su foro o entre mis amigos juegan en MyEmpire. Lo que sí puedo decir es que me gusta apostar, por lo que he jugado en varias casas de apuestas.

Menciono esto porque existen varias plataformas muy similares a MyEmpire, lo que algunos llaman "casas espejo", como Wazamba, Rabona, MalinaCasino, Nomini, Casinado, Fresh Casino, entre otras. ( lo que si eh visto que hay varios usuarios acá en su foro como en paginas de fb donde indican tener problemas con estas "casas espejos" ), pero lo destaco porque su funcionamiento es casi idéntico.

En resumen, sí he recomendado a algunos amigos jugar en ciertas casas de apuestas, pero nunca he recomendado MyEmpire. Por lo tanto, desconozco si hay usuarios involucrados en algún tipo de colusión o que estén teniendo problemas similares al mío.

Además, cabe recalcar que hay evidencia sobre este problema con MyEmpire, por lo que no podría considerarse una colusión.

Quedo atento a cualquier información adicional que necesiten.

Saludos.

Dear Jesussinsuerte,

Thank you for your reply.

• To help us further with our investigation, could you please let us know which games you played on MyEmpire? Understanding your gameplay could help us assess the situation more accurately.

We appreciate your cooperation.

Below, I share with you the information you requested regarding my activity on the platform.

The only betting option offered by this bookmaker is the casino, both in its live and slots modes. In my case, I have only played in the live casino, as I consider it to be a more transparent option, in which the games are not manipulated by algorithms, programming or other factors. This is the main reason why I always choose the live casino.

Although I would have liked to bet on sports, I must mention that this bookmaker does not offer that option.

As for how often I've played, I've probably played for about 4 days or so. The amounts I've played with have varied between 5, 10, 100 and 1000 soles, depending on the session.

My main game has been baccarat, and the room I used to play at was Evolution, if I remember correctly.

I look forward to any further questions you may have.

A continuación, te comparto la información que me solicitaste respecto a mi actividad en la plataforma.

La única opción de apuestas que ofrece esta casa de apuestas es el casino, tanto en su modalidad en vivo como en tragamonedas. En mi caso, solo he jugado en el casino en vivo, ya que considero que es una opción más transparente, en la que las partidas no están manipuladas por algoritmos , programación u otros factores. Esta es la razón principal por la que siempre elijo el casino en vivo.

Aunque hubiera querido apostar en deportes, debo mencionar que esta casa de apuestas no ofrece esa opción.

En cuanto a la frecuencia con la que he jugado, probablemente lo haya hecho durante unos 4 días aproximadamente. Los montos con los que he jugado han variado entre 5, 10, 100 y 1000 soles , dependiendo de la sesión.

Mi juego principal ha sido baccarat, y la sala en la que solía jugar era de Evolution, si no recuerdo mal.

Quedo atento a cualquier otra pregunta que tenga.

Dear Jesussinsuerte,

Thank you for providing the detailed information regarding your activity on MyEmpire.

However, I must inform you that we have noticed some similarities between several complaints, including your previous complaint about Wazamba Casino. The content of your complaint is almost identical to another one we received. This raises concerns that the same person may be submitting these complaints. As a result, your previous complaint was not published on our platform.

Please understand that we do not have the resources to manage complaints from the same individual submitted through multiple Casino.Guru accounts. If we determine that there is collusion between you and other players, we will take the necessary steps to suspend these accounts on our platform.

We encourage you to submit complaints only once and ensure that they are legitimate and not duplicated across multiple accounts. We appreciate your understanding and cooperation.

I would like to clarify certain points regarding the complaints I have recently submitted. I am aware that I have submitted several complaints about different bookmakers, such as Wazamba, MalinaCasino, DoradoBet, Bet365 and MyEmpire. The reason I am submitting several complaints is because I am experiencing problems with various betting platforms on my account and at the same time, I want to make it clear that I am not involved in any form of collusion.

For example:

Wazamba: My account was closed with a low balance without giving me a clear reason (I have proof).

MyEmpire: My account was closed without explanation, and I have evidence that I received no justification from the company.

Each of these complaints is backed by solid proof and evidence proving that the issues I mention are real. I was informed through a forum that they resolve cases of this type, so I decided to send all my complaints in a row to seek help.

I would like to clarify that although I have several problems with different bookmakers, this does not imply that I am involved in collusion. The cases are completely different and refer to specific problems with each platform.

My goal in submitting these complaints is to receive help in resolving these situations and to have the problems I am facing taken into account. I trust that by reviewing the evidence and the solid foundation I have, you will be able to understand the seriousness of these issues.

I hope for your understanding and support in order to resolve these issues. I thank you in advance for the attention given to my situation.

Quisiera aclarar ciertos puntos con respecto a las quejas que he enviado recientemente. Soy consciente de que he enviado varias quejas sobre diferentes casas de apuestas, como Wazamba, MalinaCasino, DoradoBet, Bet365 y MyEmpire. La razón de que envíe varias quejas es porque estoy experimentando problemas con diversas plataformas de apuestas en mi cuenta y, al mismo tiempo, quiero dejar en claro que no estoy involucrado en ninguna forma de colusión.

Por ejemplo:

Wazamba: Me cerraron la cuenta con un saldo bajo sin ofrecerme una razón clara (tengo pruebas).

MyEmpire: Me cerraron la cuenta sin explicaciones, y tengo evidencia de que no recibí justificación alguna por parte de la empresa.

Cada una de estas quejas está respaldada por pruebas sólidas y evidencias que demuestran que los problemas que menciono son reales. A través de un foro me informaron que resuelven casos de este tipo, por lo que decidí enviar todas mis quejas de forma seguida para buscar ayuda.

Me gustaría aclarar que, aunque tengo varios problemas con diferentes casas de apuestas, esto no implica que esté involucrado en colusión. Los casos son completamente distintos y se refieren a problemas específicos con cada plataforma.

Mi objetivo al enviar estas quejas es recibir ayuda para resolver estas situaciones y que se tomen en cuenta los problemas que estoy enfrentando. Confío en que, al revisar las pruebas y la base sólida que tengo, puedan entender la gravedad de los mismos.

Espero su comprensión y apoyo para poder solucionar estos inconvenientes. Agradezco de antemano la atención prestada a mi situación.

Dear Jesussinsuerte,

Thank you for reaching out and for providing clarification regarding your complaints.

Based on our system, this is the only complaint submitted under this nickname. If you have filed other complaints under different usernames, could you please provide the complaint IDs or direct links to them? This will help us review your cases more effectively and ensure that all relevant information is taken into account.

Once we have these details, we will be happy to further assist you in addressing your concerns.

Looking forward to your response.

I want to clarify that the other complaints I posted are not related to the Myempire case. Those complaints are about another bookmaker, but I preferred not to post them until the issue with Myempire is resolved, as the amounts involved in those cases are smaller. Despite this, I'm still waiting for this issue with Myempire to be resolved.

Quiero aclarar que las otras quejas que publiqué no están relacionadas con el caso de Myempire. Esas quejas son sobre otra casa de apuestas, pero preferí no publicarlas hasta que se resuelva el problema con Myempire, ya que los montos involucrados en esos casos son menores. A pesar de ello, sigo esperando que se resuelva este inconveniente con Myempire.

Thank you very much, Jesussinsuerte, for providing all the necessary information. I will now transfer your complaint to my colleague, Branislav (branislav.b@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello, Jesussinsuerte,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. While we wait for the casino's response and explanation, I have one important question for you.

Were all your gaming accounts with the other above-mentioned casinos registered with exactly the same personal details?

Thank you.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear MyEmpire Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed? Has his balance been confiscated?

If I understand the situation correctly, the casino decided to close the user's account without providing a reason, but it should pay his balance in full. Is that correct, please? If so, what needs to be done on the complainant's side to expedite the process, and what is the estimated time frame for processing the refund?

If we are talking about a breach of the casino's Terms and Conditions, and the casino decided to confiscate any part of the user's winnings/balance, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

In relation to your question, let me clarify that if you create an account at bookmaker X, using your personal details such as email and phone number, those same details will be used when creating an account at any other bookmaker Y. That is, the personal details you provide, including your phone number and email, will remain consistent across different platforms.

In my case, all the bookmakers I've created accounts with have access to my unique phone number, as well as my personal information and email address (although I should mention that I have two email addresses, one of which is exclusively for personal and work purposes).

I hope this explanation clarifies your doubt.

So in summary, yes, obviously the data is the same if I create an account in bet 365 in betano in myempire, etc., the data will be the same.

En relación con su pregunta, permítame aclarar que, si usted crea una cuenta en una casa de apuestas X, utilizando sus datos personales, como correo electrónico y número de teléfono, esos mismos datos serán los que se usen al crear una cuenta en cualquier otra casa de apuestas Y. Es decir, los datos personales que proporcione, incluyendo su número de teléfono y correo electrónico, se mantendrán consistentes a través de diferentes plataformas.

En mi caso, todas las casas de apuestas en las que he creado cuentas tienen acceso a mi único número de teléfono, así como a mis datos personales y mi correo electrónico (aunque debo mencionar que tengo dos correos electrónicos, uno de ellos es exclusivamente para fines personales y de trabajo).

Espero que esta explicación aclare su duda.

Así que en resumen , si , obviamente los datos son iguales si me creo cuenta en bet 365 en betano en myempire , etc , serán los mismo datos

Dear Jesussinsuerte,

Why should it be like that, please? You can register at different online casinos with different emails or phone numbers. In addition, that was a very easy question that requires only answers "yes" or "no".

Did you use only one and the same email address/phone number upon registration with different casinos? Are personal details (name, surname, date of birth, physical address) the same in all accounts you registered with other casinos?

Based on your previous communication with my colleague above - maybe there are some translation issues, but somewhere it says that "other complaints you posted", but then that you "preferred not to post them until the issue with Myempire is resolved" - in the same post. Do I understand correctly that you have already submitted complaints to other casinos on casino.guru?

Thank you. I sincerely hope the casino will reply soon and provide us with more details.

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.