MyEmpire Casino - プレイヤーの撤退が遅れています。

Good evening, I have a problem with this specific casino. I've been playing at the casino since October 1, 2024. I win sometimes and lose other times. Whenever I requested a withdrawal, it took about 5 days for them to transfer the money to me. Now, since the 23rd of the month, I have requested a withdrawal of 500 euros, and they still haven't deposited the money. In the chat, they keep telling me that they are experiencing high traffic and that the funds will be processed. I tried to request a withdrawal of the remaining balance as well because I no longer wish to play there given the delays in processing my winnings, and now they won't let me do so. Additionally, they still haven't deposited any of my winnings.

Καλησπερά σάς έχω πρόβλημα με το συγκεκριμένο casino. Παίζω στο καζίνο από την πρώτη οκτώβρη του 2024 κερδίζω όποτε χάνω. Όποτε ζητούσα ανάληψη έκαναν περίπου 5 μέρες για να μου βάλουν τα χρήματα. Τώρα έχω κάνει από τις 23 του μηνός αίτημα για 500 ευρώ. Ακόμα δεν έχουνε βάλει τα χρήματα. Στο chat συνέχεια μου λένε ότι έχουν πάρα πολύ κίνηση και ότι θα τα βάλουνε. Εγώ προσπάθησα να κάνω αίτημα και τα υπόλοιπα χρήματα μου γιατί δεν θέλω πια να παίξω άλλο εκεί από τη στιγμή που καθυστερούν τόσο πολύ όταν κερδίζω και δεν με αφήνει. Επίσης δεν μου έχουν καταθέσει τα χρήματά μου.

Dear bill8101981,

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. 

• When did you make the last successful withdrawal and how many days did it take to be processed?
• Could you please confirm that you have passed the KYC verification?
• 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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Good morning, my last withdrawal was November 15th. They took 5 business days to get the money to me. They have been verifying my account for too long. I never use the bonuses because they have restrictions in case you win. They don't ask me for any extra paper for verification, they just don't deposit the money.

Καλημέρα η τελευταία ανάληψη μου ήταν 15 νοέμβρη. Έκαναν 5 εργάσιμες μέρες για να μου βάλουν τα χρήματα. Έχουν κάνει verification του λογαριασμού μου εδώ και πάρα πολύ καιρό . Ποτέ δεν κάνω χρήση των μπόνους γιατί έχουν περιορισμούς σε περίπτωση που κερδίσεις. Δεν μου ζητάνε κάποιο έξτρα χαρτί για verification απλώς δεν μου καταθέτουν τα χρήματα.

Thank you for your reply, bill8101981. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Good evening, after your intervention, apparently they deposited €500 out of €1059 yesterday. And I have made a new request for another €500 and I am waiting for them to be deposited as well. The withdrawal limit was €500 for this and I have done it in two installments, so I will have to do another one for the €59 that is in my account. I will send you all the communication and the screenshots to your e-mail. Thank you very much for everything.

Καλησπέρα σας μετά προφανώς την επέμβασής σας μου καταθέσαν εχθές τα 500€ από τα 1059. Και έχω βάλει νέο αίτημα για άλλα 500 ευρώ και περιμένω να κατατεθούν και αυτά. Το όριο αναλήψεως ήταν 500€ για αυτό και τα έχω κάνει έτσι σε δύο σπαστάκια θα πρέπει να κάνω άλλη μία για τα 59€ που είναι μέσα στο λογαριασμό μου. Θα σας περάσω στο e-mail σας όλη την επικοινωνία και τα στιγμιότυπα. Ευχαριστώ πολύ για όλα

I am happy to hear that at least one withdrawal was finally processed! I will keep this complaint open until you confirm that the last withdrawal was successful. Please keep me updated.

Good evening, the matter was successfully resolved. They deposited all the money they owed me. Thank you very much.

Καλησπέρα σας το θέμα λύθηκε επιτυχώς. Η κατάθεσαν όλα τα χρήματα που μου οφειλαν. Σας ευχαριστώ πολύ.

Dear bill8101981,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Kristina

Casino.Guru