The player's withdrawal has been delayed for over 2 weeks, even though he is fully verified. Casino didn't respond.
Casino Empire - The player's withdrawal has been delayed.
Black points: 412
Amount: €5,000
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
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
8 months ago
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3 years ago
Translation
The above casino didn't process my withdrawal even after almost two weeks. I staked a good € 1400 and made an initial withdrawal of € 3000 almost two weeks ago. The account was already fully verified at this point. So far, the first payout has not been processed, so I cannot pay out the remaining € 2000 either, as only one active payout is allowed. The provider seems to be deliberately delaying further, hoping I'll lose everything
Automatic translation:
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3 years ago
Hello Stefan,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casino Empire. Allow me to ask you a few more questions before we would try to contact the casino and let them know about your case.
Could you please advise what payment method did you use to withdraw? Did you use any no deposit or deposit bonus to generate your current balance in your casino? Was this your first ever withdrawal request?
Please note that if yes, it is usual for the withdrawal to be processed in 14 days, in some cases even longer (for ex. if you used bonus money or there was some irregularity in your game play)
Looking forward to your answer and I hope we will be able to resolve it as soon as possible.
Regards,
Nick
Casino.guru
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3 years ago
Translation
I used bank transfer as payment. I also deposited via the bank. I never claimed a bonus.
This is my first payout there. However, I have already verified myself extensively before the payout. I have all the screenshots. Irregularities are to be excluded. I only played roulette with no bonus whatsoever.
And one more update: The casino has now apparently blocked German players. So I can't get my balance of € 2,000 because I can no longer log in. What about my € 3,000 that has already been floating out as a payout for almost two weeks? In any case, no payment has been made.
Edited
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3 years ago
Translation
The casino doesn't answer me anymore either. I urgently need your help here, as the casino is obviously not paying out € 5,000 that I won after many deposits.
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3 years ago
Thank you Stefan for providing additional information regarding the case. I'll now forward your complaint to my collegue Viliam who will be assisting you from now on.
Wish you best luck.
Best regards,
Nick
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3 years ago
Hello Stefan,
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?
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3 years ago
Kurzes Update: Gestern schrieb man mit endlich mal wieder:
Hi there,
Thanks for getting in touch, I hope my email finds you well.
I will forward your case to our Finance department and our Management team and I will get back to you with a solution in the shortest time possible.
As soon as I have any sort of news, I will get back to you. The important thing is to rest assured that you will receive the funds one way or another.
Kind regards,
Alex
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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’.
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3 years ago
Translation
For several days, CasinoEmpire always gives the same answer. My withdrawal was accepted and my personal information would now be checked by the finance department. The payout has now been pending for three weeks!
Even after multiple inquiries, the provider does not tell me how exactly I should receive my remaining balance of € 2,000. Since German players are no longer accepted, I can no longer log in to withdraw them.
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3 years ago
Translation
Once again, the casino doesn't answer me at all. The management has wanted to check for a week whether I can still receive my winnings. You will be in touch in "the shortest possible time". They just don't answer me any more. Since players from Germany are no longer accepted, I cannot log in and Casinoempire does not tell me how I should now pay out my winnings.
Please warn other players. The casino seems dubious. The casino wants to steal € 5,000 from me, apparently for no reason. I haven't received a single €!
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3 years ago
Translation
Allegedly my withdrawal of € 3,000 was made over a week ago. Since then, I haven't received any replies. I did not receive the money. Since the casino is not taking part in the discussion, everything seems to be pointing to a rip off ..
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3 years ago
I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru
I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.
I hope you won't come across a problem like this again.
The Casino can ask to reopen this complaint anytime.
