The player from Germany has been waiting for his winnings since February. The issue was successfully resolved.
Casino Empire - Player’s struggling to withdraw his winnings.
Amount: €2,000
Casino Empire
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.8
Casino Empire has a Safety Index of 3.8, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Hello I wanted to make a payment of 2000 euros in the empire casino on 02/28/21 I was also sent a confirmation email that it has been processed, but to this day I have not received a payment let alone heard from them. I wrote to support a few times but they always say the same thing and take care of it
Today is 04/07/21 I still don't have my money.
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3 years ago
Dear Daniel,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you ever made a successful withdrawal before? Could you please confirm whether you passed the KYC?
If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru (or alternatively post it here).
Thank you very much in advance for your reply.
Best regards,
Kristina
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3 years ago
Translation
Hello no, I haven't had a payout at this casino before, my account is verified.
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3 years ago
Thank you very much Daniel for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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3 years ago
Hi Daniel,
I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Casino Empire to the conversation to participate in the resolution of this complaint.
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3 years ago
We would like to ask Casino Empire to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.
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3 years ago
Hello,
We are glad to inform that certain withdrawal has been approved.
Our finance team will complete transaction as soon as possible.
We do apologize for delay and we have informed our customer about it.
Have a nice day and stay safe!
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3 years ago
Translation
It took a long time to withdraw the money. 2 days are in my account.
Even if the payout takes longer. It is a good casino that can be recommended.
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3 years ago
We are very glad for our customers to have understanding.
We do apologize for all the inconvenience our customer have experienced.
Have a pleasant day and stay safe!
Silvana
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3 years ago
Thank you both for your replies.
Dear Daniel,
I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
