EmpireDrop Casino - プレイヤーのアカウントは証拠なしに閉鎖されました。

Hello,

My EmpireDrop account was closed after I requested a €2,000 withdrawal. The casino accused me of "multiple accounts," but they did not provide any evidence. I have only used my own account and never registered more than one.

I requested a manual review and asked the casino to explain the exact issue. They responded only with a generic Terms of Service clause and refused to share any details or proof.

I am fully prepared to complete KYC and verify my identity.

I believe the confiscation of €2,000 is unjustified without evidence. I kindly ask CasinoGuru to review my case and help resolve the dispute.

Thank you.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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 problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?  
• How long have you been a player at this casino, please? 
• Have you accumulated your winnings with or without an active bonus? 

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

Best regards, 

Katarina

Dear OriT,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru