MyEmpire Casino - プレイヤーの撤退が遅れています。

I requested a withdrawal in the form of Bitcoin on 01/10/25 at 6:01 AM, and since then, the transaction has been pending.

Any inquiry regarding when to expect the money or cryptocurrency is answered with standard responses.

"I have checked your withdrawal and it seems there is a delay in processing.

I want to assure you that there is no need to worry, and your withdrawal is secure. We kindly ask for a bit of patience while your withdrawal is being processed, and we apologize for any inconvenience.

Once the process is complete, you should promptly receive a confirmation via email."

Unfortunately, a solution has not yet been reached.

Ich habe eine Auszahlung in Form von Bitcoin am 10.01.25 um 6:01 Uhr beantragt, seitdem steht der Vorgang in Bearbeitung.

Jegliche Nachfrage wann mit dem Geld bzw. der Kryptowährung zu rechnen ist, wird mit Standartsätzen beantwortet.

"ch habe Ihre Auszahlung überprüft und es scheint zu einer Verzögerung bei der Bearbeitung zu kommen.

Ich möchte Ihnen versichern, dass Sie sich darüber keine Sorgen machen müssen und dass Ihre Auszahlung sicher ist. Wir bitten Sie höflich um etwas Geduld, während Ihre Auszahlung bearbeitet wird, und entschuldigen uns für etwaige Unannehmlichkeiten.

Sobald der Vorgang abgeschlossen ist, sollten Sie umgehend eine Bestätigung per E-Mail erhalten."

Eine Lösung wurde leider noch nicht erreicht.

Dear BabaderElefant,

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?
• 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

Hello Kristina,

I have not yet received a payout from the casino, according to the casino's statement I was verified. To be honest, I don't know for sure whether there was a bonus included. But I do know that if there was, I had fulfilled the conditions for the payout. It was not listed as bonus money but as real credit. The casino itself said in the chat that I would get the money.

Hallo Kristina,

Ich habe über das Casino noch keine Auszahlung erhalten, laut der Aussage des Casinos war ich Verifiziert. Ob dort auch ein Bonus mit drin war weiß ich ehrlich gesagt nicht genau. Ich weiß aber wenn dies so war hatte ich die Bedingungen erfüllt zum Auszahlen. Es war nicht als Bonusgeld sondern als echtes Guthaben geführt. Das Casino selbst sagte im chat das ich das Geld bekomme.

Hello?

Hallo?

Thank you for your reply, BabaderElefant. Could you please advise us on the current status of your withdrawal request? Is it still marked as pending 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.

Hello Kristina,

I have attached the information I have about the process. Currently still pending and being processed.

Nothing is happening.

Kind regards

Sebastian h***

Hallo Kristina,

anbei die Sachen die ich über den Verlauf habe. Aktuell immer noch ausstehend und in Bearbeitung.

Es tut sich nichts.

Nette grüße 

Sebastian h***

Thank you for your reply, BabaderElefant. I will now transfer your complaint to my colleague Martin (martin.l@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.  

Hello BabaderElefant,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the MyEmpire Casino representative to enter the discussion.

Dear casino representative, could you please check the case and explain to us what happened? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular timeframe, in which BabaderElefant can expect his withdrawal to be processed?

Dear all,

Thank you for reaching out!

Please be informed that the customer's withdrawal was successfully paid out on 05.02.2025.

We hope this helps reach the resolution of the case.

Best regards,

MyEmpire team

Dear MyEmpire Casino representative,

thank you very much for the update.

Dear BabaderElefant,

can you please confirm your winnings have been paid out?

Yes, thanks

Ja danke

Dear BabaderElefant,

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 casino-related issues 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, 

Martin L

Casino.Guru