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