Hello,

I opened an account using my mother's details since I'm registered with the General Directorate of Gaming Management and legally incapacitated by a judge due to gambling problems. However, at no point was I asked for my ID or to verify the account. So, I could have also registered with my name.

Now, I'm claiming the total amount of the deposits and they're denying it.

Hola,

Abrí una cuenta con los datos de mi madre ya que yo estoy inscrita en la Dirección General de Ordenación del Juego e incapacitada legalmente por un juez por problemas de ludopatía pero en ningún momento me pidieron el DNI ni verificar la cuenta. Con lo que si me hubiera registrado con mi nombre también hubiera podido.

Ahora les reclamo el importe total de los depósitos y me lo deniegan.

Hello Patry,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with MyEmpire Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if you ever did exclude yourself directly from this casino? How long have you been playing there? Is your account currently still active?

Just to clarify, if you did not exclude yourself directly in the casino, your above mentioned self-exclusion is not relevant at all as the casino could now know about it. On the other hand you registered with a 3rd party details so the casino is not obligate to refund you anything and may confiscate all your balance and ban your account.

Looking forward to your answer.

Regards,

Nick

Hello,

I think that since they are not Spanish pages, they do not require ID or account verification.

I have registered with my name and have had no problems playing and making deposits. I have made deposits of €1,200 which I also request to be refunded.

Hola,

Creo que al no ser páginas espa?olas no exigen ni DNI ni verificación de la cuenta.

Me he registrado con mi nombre y no he tenido ningún problema para jugar y hacer depósitos. He hecho depósitos por 1200€ los cuales solicito también su reembolso

They have confirmed to me that they are not going to return the €1,200 because they do not refund deposits according to them.

I have the conversation saved on my phone in case you need it.

Me han confirmado que no me van a devolver los 1,200€ porque no reembolsan los depósitos según ellos.

Tengo la conversación guardada en mi móvil por si la necesitan

No, I thought self-exclusion was automatic. I've been playing for a few weeks. Accounts have been blocked

No, pensaba que la autoexclusion era automática. Llevo jugando unas semanas. Las cuentas han sido bloqueadas

Hello Patry,

As already stated above, you breached the casino terms by registering with 3rd party details therefor the casino is not obligate to refund you anything.

Also please keep in mind that the best way to prevent gambling is to self-exclude yourself directly in the casino as General Directorate of Gaming Management has no affect at all in this case.

The complaint will be now rejected for the above mentioned reasons.

Best regards,

Nick