The player from Germany has requested withdrawal a month ago. It has been received after a long delay.
Casino Empire - Player’s withdrawal has been delayed for almost a month.
Amount: €900
Casino Empire
Safety Index:Very 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.
3.4
Casino Empire has a Safety Index of 3.4, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Hello together,
I deposited 25 € with a bonus (FOURTHPLAY75) at the Empire Casino on May 12th, 21st with a verified gaming account. On May 14th, 21st I had fulfilled the wagering requirements for this bonus and had a credit of 2719 € in my player account.
I continued to play with this credit and on May 31, 21, with a credit of 2900 €, requested a payout of 900 €. This payment was confirmed to me by email on 06/01/21 at 12:27 a.m. with a transaction ID and a note that a bank transfer can take 7 to 21 working days (!).
On June 3rd I politely asked in the chat how long the processing would take. The answer was a standard answer and the chat employee then ended the chat without further ado.
On June 8th and 17th, 21st I asked the support team in a friendly way about the status of things. The following identical answer came from the same person to both inquiries:
"Hello,
As we can see, it's still waiting.
You received a confirmation email when you requested a withdrawal.
There you will see the information about the waiting time for withdrawals.
Have a nice day."
I continued to be patient, as compelled. Last Friday, June 25th, 21, I contacted the support again by email. When I pointed out that work day 21 has now been reached and that I now have to seek external support, the following answer came up:
"Hello,
We still have to ask for your patience, your payout is being processed and will be finalized shortly.
We apologize for the delay.
Thank you for your patience and understanding.
With best regards,
...
Casinoempire customer service ".
Today is now the 21st working day and, as expected, nothing happened. Only the frustration has increased enormously. As a last action on my part, I told the support again by email this afternoon that I would ask for help at 3 p.m. in the well-known casino forums and also inform the responsible licensing authority. There was no reaction from Casino Empire until 3 p.m.
Well, dear Casino Guru team, I ask for your support to get my winnings as soon as possible.
I have attached screenshots of the account balance, mail traffic, etc.
best regards
Thomas
Automatic translation:
Public
Public
3 years ago
Dear Thomas,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please confirm that your account has been successfully verified in the past? Is the withdrawal still pending in your account or it has been processed already but never reached you?
Unfortunately, bank transfers can be tricky, and the entire process can take a bit longer since intermediary banks might be involved, and international transactions take place.
Nevertheless, even if these transactions take longer than other payment methods, a month is really a long time.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Public
Public
3 years ago
Thank you very much, hottemanne, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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.
Public
Public
3 years ago
Hello hottemanne,
I looked at your complaint and will do my best to help you. I would like to invite Casino Empire into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?
Public
Public
3 years ago
Translation
It would be almost funny if it weren't so incredible ...
Automatic translation:
Public
Public
3 years ago
We would like to ask the 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, we will close the complaint as ‘unresolved’.
Public
Public
3 years ago
Translation
Hello Viliam,
so that I understand it correctly: if Empire simply sits out for the next 7 days, will the case be filed as "unsolved" and this casino can look forward to my winnings plus my deposit and continue exactly like that? Take out the next depositors without any consequences?
Have I understood that correctly?
Best wishes
Automatic translation:
Public
Public
3 years ago
Dear hottemanne,
unfortunately yes, you are right. If they'll not respond in the set time frame we'll have no other option but to close this complaint as unresolved which will have a negative effect on Casino's rating (also it'll be a warning for other players) but this Casino has Curacao license and you can contact them regarding your issue.
Public
Public
3 years ago
Translation
Thanks for the answer, dear Viliam. Do you have the Curacao Licensing Authority contact details for me?
Automatic translation:
Public
Public
3 years ago
Translation
Hello Viliam,
This email just came from Empire support:
"support
17:23 (18 minutes ago)
to me
Hello,
I trust my email will please you.
I am writing about your withdrawal from Casinoempire.
Unfortunately, your activity directly violates point 8.3.1 of our general terms and conditions, which you agreed to when you created the account.
8.3.1 If a player's accumulated lifetime deposit is no more than 200 euros, the player may only withdraw up to 10 times their last deposit. (Excess amount is forfeited)
With all of this in mind, we had to cancel your withdrawal and reset your balance with the expired excess amount.
Your balance is now 250 which is the amount you can withdraw. You will need to make another request after receiving this email.
Before requesting the withdrawal again, please respond to this email by saying that you understand and accept the amount you are currently eligible for.
Thank you for your understanding.
Regards,
Impressive
Customer support team
Yes I confirm.
I do not agree.
Yes, I agree."
It takes 37 (!) Days for this action ...
Best wishes
Edited
Automatic translation:
Public
Public
3 years ago
Dear hottemanne,
you can find the contact form at the bottom of this page: http://www.gaming-curacao.com/.
Describe your issue, send them your personal account info and I hope they will be able to help you.
Public
Public
3 years ago
Hello,
We apologize to the player for keeping him waiting this long. As we see in the system, the player requested a new withdrawal after the info on the 8.3.1 rule. and the new withdrawal started on 07 Jul 2021. So the new counting started from that date, but it should be sorted soon since it is already been previously processed.
Kind regards,
Alex
Casino Empire
Public
Public
3 years ago
Translation
Dear Viliam,
I'll do that of course, probably in about 30 days ...
Automatic translation:
Public
Public
3 years ago
Dear hottemanne,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
Public
Public
3 years ago
Translation
Hello Viliam,
The day before yesterday, late on Friday afternoon, I received the € 250. 46 days after requesting a withdrawal of the original € 900.
I now sincerely hope that the rating of Casino Empire will be corrected downwards to protect all players from these sinister machinations of the Empire gang.
Thanks for your support.
Automatic translation:
Public
Public
3 years ago
Dear hottemanne,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it 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, but I hope you won’t come across a problem like this again.
Best regards,
Viliam Casino.Guru
