MyEmpire Casino - プレイヤーの出金リクエストが遅れています。

After winning 16000 EUR at this casino, I tried to withdraw some of the winnings. The casino has a limit of 500/withdrawal and max 3 withdrawals at the same time. Withdrawal requests sent on 21,22,23 March. Since then, nothing has happened. Have emailed the support multiple times, but gotten only delayed answers that they have a lot to do and will get back to me. They haven't.

Before withdrawing I asked about KYC, the reply I got from support was that it is not needed at the current moment and that they will get back to me if it will be necessary.

I logged in today and the withdrawals are still listed as pending.

It looks as though the casino is trying to ignore the payments, probably hoping I will lose all or most of the money back. I of course would be open to playing at this casino in the future, since I liked the software etc., but first I need to know that I will be able to withdraw winnings.

Have attached some screenshots, I have many more, both of wins and of balance etc., just let me know what you need.

Hoping you will be able to help me, since otherwise it looks I might never see my funds.

Dear andrisk123,

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.

Have you made any successful withdrawals before?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

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

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

Stay cautious and contact us directly if you have any doubts.

Sent you everything through e-mail. Thank you for helping me.

Dear andrisk123, have you received any of your winnings yet?

Are the withdrawals you mentioned still listed as pending, or has their status changed in any way?

Also, have you requested any additional withdrawals since then?

Hi,

No winnings received, withdrawals still listed as pending. KYC page still showing as no need to verify account. As they have a maximum of three active withdrawals at one moment, I have not made any more requests.

Dear andrisk123, I have received information that you successfully received three withdrawals.

Could you please let me know how many pending withdrawals you currently have in your account?

Also, have you received any other withdrawals besides those three, or is there any new update you can share regarding your case?

Dear andrisk123,

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.

Hi,

I was away for a while but made a new 500 EUR deposit request today, and will make a new one tomorrow and the day after, since they have a limit of 500 EUR and max 3 active withdrawals at one time. Will see if these ones get processed quicker!

Dear andrisk123, exactly how much money you have successfully received so far?

How many withdrawals you currently have pending in your casino account?

Dear andrisk123,

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.

I have received the initial 3x500 EUR and now have 3x500 pending since more than a week ago, and cannot make more withdrawals since they limit you to three active withdrawals at the same time. Last time it took 5 weeks to get the money.

Thank you very much, andrisk123, for providing the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear andrisk123,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite MyEmpire Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

I just got an e-mail that the first of the three withdrawals has been processed and should be in my account within 3 business days. Hopefully they will keep processing my withdrawals, this time it has taken around 2 weeks and not 5 like for the first ones 🙂

Dear andrisk123,

thank you for an update. Please keep us informed when you receive all your funds.

Dear all

Thank you for your patience.

Kindly be informed that customer withdrawals are complete and paid out on our side.

Best Regards

MyEmpire Team

Dear andrisk123,

please keep us updated when you receive your funds.

I have now received 6x500 in payments and made new withdrawal requests, so it seems that the funds will be paid out, albeit slowly. In case some problems arise I will let you know.

Dear andrisk123,

thank you for an update. Please keep us informed when you receive another payment.

Dear andrisk123,

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,
Jana
Casino.Guru