MyEmpire Casino - プレイヤーの撤退が遅れています。

I've been waiting for my money since February 10, 2025. Support keeps putting me off. But nothing worthwhile has come of it.

And they don't respond to emails at all.

Since February 10th my payment amount is still pending. I'm starting to get angry. Verification is of course also complete.

Since yesterday there is a new message on the site saying "Payouts are limited by the provider". What does that mean? Please help me, I'm desperate.

Ich warte seid dem 10.2.25 auf mein Geld. Ich werde vom Support dauerhaft vertröstet. Kommt aber nichts gescheites bei rum.

Und auf Emails reagieren sie gar nicht.

Seid dem 10.2 steht mein auszahlungs Betrag immer noch auf ausstehend. Langsam bin ich sauer. Verifizierung ist natürlich auch abgeschlossen.

Seid gestern steht auf der Seite ganz neu " Auszahlungen sind vom Anbieter beschränkt" was soll das heißen. Bitte helfen sie mir ich bin am verzweifeln.

Hello MH09,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with MyEmpire Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Yes, of course, my winnings were made with real money. My account is also verified. It also says that no verification is necessary for your account at the moment.

The last time I contacted the casino itself, the support, was the day before yesterday. I always get the same answers and everything is just pasted. And now on Monday it's been exactly 2 weeks. It's a joke!

Ja klar meine Gewinne sind mit echtem Geld erzielt worden. Mein Konto ist auch verifiziert. Dort steht auch für Ihr Konto ist momentan keine Verifizierung notwendig.

Mit dem Casino selbst also dem Support vorgestern das letzte mal. Da kommt immer nur die selben Antworten und alles nur eingefügt. Und jetzt am Montag sind es 2 Wochen genau. Das ist ein Witz!

Today I had to do another verification.

Heute musste ich erneut eine Verifizierung machen.

Hello. They're trying to completely rip me off. They don't accept anything for verification anymore. I have to keep uploading everything again.

Hallo. Die wollen mich doch komplett verarschen. Die akzeptieren bei Verifizierung gar nix mehr. Muss andauernd alles neu hochladen.

Hello MH09,

Would it be possible to forward the e-mail communication between you and the casino related to this case to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

Yes, of course, just send everything via email?

Ja klar einfach alles per Email senden?

I've done it.

Hab ich erledigt.

Thank you MH09 for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you.

Can we continue here via the website? Or via email?

Vielen Dank.

Geht es dann hier auch über die Website weiter? Oder per Email?

Hello. What happens next?

I've been waiting for a month now and nothing is happening.

Hallo. Wie geht es denn jetzt weiter?

Warte jetzt schon einen Monat und es tut sich einfach nix.

Hello, MH09,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. In the meantime, while we wait for the casino's response and explanation, if you have any updates or if there is progress regarding your KYC/verification and providing bank statements/transaction history, feel free to inform us.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear MyEmpire Casino Team,

Could you please explain the player's situation in more detail? What is happening there?

What needs to be done on the user's side to pass the KYC and/or withdraw his winnings? Can you please provide him with clear instructions and share updates regarding the KYC process with us?

Thank you.

The last thing they wanted were bank statements from January and February. I sent them February because I only deposited in February. It wasn't accepted. Now they want bank statements from May 25? I can't beam myself into the future. It's just disgusting!

Das letzte was die wollten waren Kontoauszüge von Januar und Februar. Februar hab ich denen gesendet weil ich nur im Februar eingezahlt habe.Wurde nicht akzeptiert. Jetzt wollen die Kontoauszüge von Mai 25 ? Also ich kann mich nicht in die Zukunft beamen. Einfach zum kotzen !

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Please check are response shared below. Sorry this reply had to be edited.

Dear MH09,

Please forgive us if you felt we ask for statement from May 2025.

However, we are expecting you to share your transaction history details from :- 535585******3992.

Date :- 15th January 2025 till 15th February 2025 in original PDF format.

We kindly suggest you to please upload the documents in a PDF format, via verification tab from your profile and please make sure you have not edited or modified the document. Please upload the PDF as it is. Thank you!

We are waiting for your update.

Best regards,

MyEmpire team.

Thank you for your reply and the update, MyEmpire team.

Dear MH09,

A significant time has passed since the casino's response and providing you with further instructions.

Can you please confirm that you provided the casino with the requested document in accordance with their requirements/conditions? If so, can you please inform us about any news or updates?

Thank you. Looking forward to hearing from you.

Dear MH09,

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.

Hello. Sorry. N26 isn't the fastest. Everything has been uploaded. However, it still says "Pending approval."

Hallo. Sorry. N26 sind nicht die schnellsten. Es ist alles hochgeladen. Ausstehende Genehmigung steht dort allerdings immer noch.

Thank you for your response and the update, MH09.

Dear MyEmpire team,

Can you please review the user's account and the provided document(s) and update us?

Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.