Empire.io Casino - Player's withdrawal request is delayed without response.

I deposited 0.0413BNB ($25) on October 29th, I played a game of baccarat, I bet $25, luckily, I won $25, my account total $50. However, when I applied for withdrawal, I was prompted to carry out KYC authentication according to their requirements, and my account showed that the authentication was successful, but I was still not allowed to withdraw money, and I was asked to send an email to contact their staff, because the email address I registered with could not send emails, so I changed my email address, and I verified my new email address according to their requirements. I tried to send them 4 emails, but they did not reply, and the online customer service function on their website was also closed, I could only send messages to their online customer service when I was not logged in, and when I logged in, I could not find the entrance to online customer service. My withdrawal is just a reminder: error occurred, please contact the customer service staff, send them an email, they do not reply to me any information.

Hello wangshihao0000,

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

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

The time to verify the documents is very fast. I started KYC at about 18:00 on October 29. I uploaded my ID card, filled in the address, and passed the face verification. After 10 minutes of verification, I sent a request to change the mailbox to hello@empire.io at the same time. They replied to my 2 emails in total, asking me for account information. About an hour, I successfully changed the mailbox. But they only answered the question of changing the mailbox. I asked if there was a problem with the account withdrawal, they would not pay attention to me. I sent 4 emails in a row, but they didn't reply.

Hello wangshihao0000,

I hope you are well. Please be advised that the verification process or the handling of your first withdrawal, once your account has been fully verified, may take up to 14 days.

Since only one week has passed, I would recommend waiting for now. However, please feel free to keep us informed if there are any updates or changes.

Thank you for your understanding.

Best regards,

Nick

Did you get in touch with them? However, they never replied to my emails I sent to them. This is no longer the problem of KYC, but that they restricted my withdrawal operation on the website, as if they had turned off this function for me. If it is KYC waiting time, the website should at least remind me that I am waiting for KYC, and now I apply to withdraw my balance, and I get a problem, please contact customer service. You know, I can't find the customer service function anymore, I can only find them through email, but they never reply to my email. So I think that their so-called 14 days, just want me to forget this matter, I just hope that you can lower the rating of this website, do not let more people be deceived by them

Hello Wangshihao0000,

The 14-day verification/withdrawal period is a recommendation from us, not from the casino.

Could you please send a screenshot of your withdrawal tab from the casino so we can better understand any restrictions in place? Additionally, could you forward any email communication with the casino—even if they have not responded—to nikolas.b@casino.guru?

Thank you, and I look forward to your response.

Best regards,

Nick

I have sent relevant emails to you using the email address of my registered account. My email address is lifeng****88899@outlook.com

Thank you Wangshihao0000 for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear wangshihao0000,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Empire.io Casino representative to join this conversation.

Dear Empire.io Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Hello Mirka, hope you had a nice weekend.

I'll gladly assist you with this.

Dear Wangshihao0000.

We hope you are doing well.

The relevant department is investigating this, and a representative will reach out to you as soon as there is information in the case.

Have a nice day.

Empire.io team

Dear wangshihao0000,

Could you please confirm, if you have received any update from the casino?

No, no one from Empire emailed me.

Dear wangshihao0000,

A casino representative reached out to me outside of this thread, to clarify, that there was a communication problem regarding your e-mail address, and it should be solved since our last message.

Can you please confirm, if you have received any updates from the casino?

Thank you, Mirka.

I decided to give up on my rights with Empire Casino because they had no intention of letting me withdraw my money from the beginning and I was losing my patience. My email accepts emails normally and never had a problem until they contacted you and I received their emails. They asked me to verify my KYC, I uploaded my ID and face biometrics as instructed in their email and was prompted that my credentials could not be verified and was asked to replace them, which I did. But the result I got was still unverifiable. I can be sure that they are robbers, thanks to CASINO GURU for their help during this time and to you and your colleagues.

Dear wangshihao0000,

We’ve rejected this complaint as per your explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.