SportEmpire Casino - プレイヤーの撤退が遅れています。

Hello. I have registered on sportempire.com in june 2020 and have been regular customer od sport betting since. In november fully verification of accont have been requested and done sucessfully. After that, in last 6 months I have made over 40 deposits and withdrawals succefully (much more deposits), all through Skrill. The problems started last month with delaying withdrawals. My last withdrawal request 200 EUR has been made on 3rd June, and not still processed.

Customer service lately, included today, explains "Withdrawals usually take 7-21 working days, so it should be done in that time frame."

In T&C it is clearely stated that withdrawal time is up to 48 hours.

https://sportempire.com/terms-and-conditions

Dear apesut,

Thank you very much for submitting your complaint and forwarding all the relevant screenshots. I’m sorry to hear about your problem. As you might know, our Forum Casino.Guru, deals with the complaints regarding online casinos only, not sports betting. However, since this issue seems to be related purely to a delayed withdrawal, we will try to help you.

Could you please advise if you have accumulated your winnings with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it. Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hello Petronela. Thank you for your help.

I have not used any kind of bonus ever. I am there a customer for over a year, never asked or used any kind of bonus. I also hope it's only matter of time, however, that time must have limits, and request was 14 days ago. I must state that in the last year, I have deposited and withdrew money for over 50 transactions up to today without problems and in reasonable time.

I have passed verification in November 2020.

Thank you very much, apesut, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear apesut,

I’ll be taking care of your complaint from now on. I’ll contact the casino and see if I can help.

I would like to invite SportEmpire Casino to join this conversation.

Dear SportEmpire Casino team,

Could you please indicate the current status of the withdrawal request and let us know when can apesut expect to receive the payment?

We would like to ask SportEmpire 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’.

Dear apesut,

Unfortunately, as we have not received any response from the casino, I cannot continue resolving your complaint and I’m forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely to achieve a mutual agreement. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

I’m sorry I couldn't be of more help, but closing this complaint as unresolved will at least negatively influence the casino's rating and other players can read about your experience in our review.

Anyhow, I can assure you that the time you’ve invested in this thread won’t be wasted as before filing an official complaint with the Licensing Authority, you need to reach out to an independent negotiator, which you did. I strongly suggest contacting the casino’s Licensing Authority (Malta Gaming Authority) or the casino’s ADR (Pardee Consulta).

Please let me know if you decide to contact the Licensing Authority and/or our assistance is needed. My e-mail address is andrej.p@casino.guru.

We received this e-mail from apesut:

"Dear Andrej,

my withdraw was finalized succefully, I got my money, so you can treat case as resolved. Although, I was expecting and hoping for Casino's reply."

Thank you, apesut, for informing us and for using our Complaint resolution center. I’m glad you’ve received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru