MyEmpire Casino - プレイヤーの撤退が遅れています。

Hello,

I would like to raise a serious complaint regarding MyEmpire Casino and their withdrawal processing times.

On 9 August 2025, I requested a withdrawal of €1500, and I am still waiting for it to be processed. This is not the first time I have experienced such unacceptable delays – I already had a complaint earlier about very long withdrawal times.

What makes the situation even worse is that I still have €6000 left to withdraw. If the casino continues processing only €1500 per month, it would take until the end of the year to receive my own funds. This is simply unacceptable and not in line with fair gambling practices.

I kindly ask CasinoGuru to look into this matter and help ensure that MyEmpire Casino processes my pending withdrawals in a timely manner.

Thank you in advance for your support.

Best regards

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.

• Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed?
• Did you use the same withdrawal method in the past?
• Did you accumulate 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,

Kristina

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Stay safe.

Yei (MyEmpire)

28 Aug 2025, 06:41 EEST

Dear Bernard,

Thank you for contacting our Customer Support team. We hope this email finds you well.

We sincerely apologize for any inconvenience you may be experiencing with your withdrawal. Furthermore, we fully understand how crucial it is to have your money available on time, and we want to assure you that we are committed to resolving this situation as quickly as possible.

After a thorough review of your withdrawal request, we would like to inform you that you are currently experiencing an unexpected delay. We understand that timely access to your funds is important, and we apologize for any inconvenience this may have caused.

Our finance department is aware of the situation, and due to the high volume of requests, payments may experience some delays. We want to assure you that your money is safe. The withdrawal is in progress, but it may take a little longer than expected. Once the payment is complete, you will be able to see it in your balance history.

If you have additional questions, please feel free to contact us via email support@MyEmpire.com or via Live Chat.

Best Regards,

Customer Support.

Spencer (MyEmpire)

2 Sept 2025, 11:40 EEST

Dear Bernard Kokol,

Thank you for contacting our Customer Support team. We hope this email finds you well.

We sincerely apologize for any inconvenience you may be experiencing with your withdrawal. We understand just how important it is to have timely access to your funds, and we truly regret any frustration or concern this delay may have caused.

Following a thorough review of your request, we would like to inform you that it is currently experiencing an unexpected delay due to a high volume of transactions. Please rest assured that our financial department is fully aware of the situation and actively working on it.

We’ve also taken the step of escalating your request as urgent to ensure it receives the attention it deserves. Your funds are safe, and once the payment is completed, the transaction will be visible in your balance history.

While we are doing everything we can to assist, we want to kindly inform you that we do not have the ability to provide an exact timeframe for the completion of the withdrawal, as this process is handled by the financial team.

We genuinely appreciate your patience, understanding, and continued trust in us during this time. Your satisfaction remains our top priority, and we are committed to supporting you through every step.

If you have additional questions, please feel free to contact us via email support@MyEmpire.com or via Live Chat.

Best Regards,

Customer Support.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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.

Thank you for taking over my case Stefan. Could I kindly ask you to contact the casino representative directly regarding my withdrawals? Waiting almost one month for just one withdrawal is becoming unreasonable, and I still have several pending. Please also check if it is possible to process all of my remaining withdrawals at once, instead of waiting for each one separately.

I would really appreciate your help in resolving this matter as soon as possible.

Best regards

Dear bernardkokol1,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a MyEmpire Casino representative to join this conversation and participate in resolving this complaint.

Dear MyEmpire Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear bernardkokol1,

Thank you for reaching out to us.

We would kindly like to apologize for the delay of your withdrawal request and any inconvenience this may have caused.

Please be assured that we forwarded your payment to the relevant department which will review and finalize your request as soon as possible.

We thank you for your understanding and patience.

Kind regards,

MyEmpire Casino Team

Dear bernardkokol1,

I am afraid that these are the casino limits mentioned in their terms & conditions, and therefore, you will be able to request a maximum of 500€ per day.

Dear MyEmpire Casino,

Could you please inform us when the first payment will be processed?

I'll be awaiting your reply.

Dear bernardkokol1,

We are happy to inform you that your previous withdrawal requests have been successfully complete.

We can see that you placed new requests.

Please be informed that it can take up to 3 working days to proceed with the payment.

Regarding your withdrawal limits please be informed, that you can have a total of 3 open withdrawal requests and the maximum amount for each one is 500 EUR.

Unfortunately we cannot influence the limit of the amount as it is stated within our terms and conditions and is depending on your account level. In case you reach a higher VIP Level your withdrawal amount will be increased.

Thank you for your understanding and patience.

Kind regards,

MyEmpire Casino Team

I can confirm that i also received withdraw from 5.9.2025

Dear bernardkokol1,

Thank you for your reply.

We can see that you placed new withdrawal requests.

Please be informed that it can take up to 3 working days to finalize the transaction.

Thank you for your understanding.

Kind regards,

MyEmpire Casino Team

Thank you for resolving situation so quick.

Dear bernardkokol1,

How much have you withdrawn so far, and what is the remaining amount to be withdrawn from the casino?

I'll be awaiting your reply.

Dear bernardkokol1,

Thank you for confirming the receipt of the funds. Would you be agreeable to closing the complaint as resolved for now? Please note that if the casino ceases to pay the funds in accordance with their terms and conditions, you will be able to reopen the complaint at any time.

I look forward to your response.

If you agree, I would prefer to wait until the currently opened withdrawal is fully completed, as once the casino representative was included, the withdrawals have started to be processed.

Dear bernardkokol1,

Thank you for your response. I will extend the timer for seven days. Please let me know once you receive the funds from the casino.

I am looking forward to your reply.

Dear Stefan,

I can confirm that I have successfully received all the previous withdrawals. I would like to give a special thank you to Casino Guru for your quick reaction and support, and also to MyEmpire Casino for processing the latest withdrawals so quickly.

Best regards

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear bernardkokol1,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Stefan