SportEmpire Casino - Pelaajan kotiuttaminen on viivästynyt.

Hi,

My problem started with Sportempire after my first withdraw attempt, which was made on 12.07. I didn’t use any bonus and my profile was fully verified. The amount was 3400 euros.

After one week i received an email that stated that my withdraw was cancelled because Casino had "technical difficulties". I made a new withdrawal request and it has been pending now since 19.07. 

What is weird is that the site states that my first withdraw was processed on 16.07, but i visited site everyday after my first withdraw attempt. That is why i know for sure that my withdraw was still pending on 18.07. I got that email on 19.07. 

I really starting to think that there is something fishy and im afraid that i will not get my money and Casino will come up with new excuses why my withdraw doesnt go through. After almoust two weeks after my first withdraw im still waiting for my money. The sites states that all withdraws are being processed after 48hours. Customer service is promising everyday to speed up the process but nothing happens. 

Dear Sebbb,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please send me the screenshot of your transaction history here?

Have you communicated with customer support after your withdrawal request was canceled due to technical difficulties?

Have you chosen the same payment method for your second withdrawal attempt? What is the current status of your withdrawal request?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi,

Thank you for the quick reply. I attached screenshots from my transactions.

i have talked with an agent everyday after my second withdraw attempt. I’ve used same method for withdrawal (Bank transfer) both times.

My new withdraw is still pending after last friday.

And today it happened again. I’ve received a new email that stated that my second withdraw got also cancelled due to "technical issues". Customer service wont tell me What that issue is and i had to make yet another withdraw request. This is really starting to feel like a scam.

I will attach here screenshots from my current situation. I talked with an agent and asked about that "technical issue" but didn’t receive an answer what it really was. Also my withdraw showed that it would have been processed the very next day (20th) but still i got an notification yesterday that it didn’t go through. For me it showed that it was still pending on 24th.

Best wishes and thank you in advance.

Little update so far. So my last withdraw (Third try) has been pending now since 24.7. I’ve talked with customer service everyday and they are still saying that they will try to make that withdraw happen as soon as possible.

Yesterday i was being told that the issues with previous withdraws have been resolved and they are waiting an update from relevant department. Also they told me that occasions like this are very rare, but still i have cancelled withdraws now for more than two weeks. Will see what is about to happen now with my third attempt. Customer service told me that there should’t be any issues anymore. However, after the third withdraw attempt i got a message in chat that they are working with the case "as we speak" and still i’ve been waiting with my third withdraw now for four days. Will see…

Thank you for keeping me updated. If the casino cancels your withdrawal request again, please let me know immediately, and we will request the casino representatives for further assistance. Thank you for your patience and cooperation.

Hi Veronika,

I will do so. I keep you posted!

So again little update about the situation.

So my third withdraw attempt has been pending now since ONE WEEK. Customer service is telling me every day that my withdraw will be processed as fast as possible. Now i have heard explanations that these situations are "very rare", "withdraw is being processed as we speak", "technical issues have been resolved" and so on. After my second attempt they told me that my new withdraw will be processed "much, much quicker" than the previous one.

The whole situation is unacceptable. Yesterday they promised that i will receive my money and my money is safe. Customer service has been telling me these same things now after THREE WEEKS. Im starting to feel that my third withdraw will be pending much, much longer. Customer service also told me that this is not the way they would like to run their Casino. There are lots of promises but nothing happens. Im starting to get worried about my funds.

Update: Still waiting for my THIRD withdraw attempt after 8 days. Customer service told me that "they need to check with the provider to make sure the process goes with no issues". And its still in process with financial department.

@Veronika: This is not going nowhere with this Casino. Ive been waiting now since weeks and nothing happens. I wouldnt be surprised if they find yet another excuse to cancel my third withdraw, eventhough they told me that issues have been resolved and relevant team is aware with the issues. Nobody should wait this long with one withdraw. I would be more than Happy to let you know that i have received my funds.

AND WHAT A SURPRISE!!

Today i got an email that stated that my third withdraw was cancelled due to technical issues.

This is Unbelivable!!!!

I have now requested new withdraw with Skrill.

I just got a message that my withdraw request has been sent forward to relevant team with high priority. Also got a message from KYC department about verification with Skrill which i have provided.

So will see….I would assume that my FOURTH withdraw should be processed asap if its true what they were telling me.

Good news!!

I have received my money today using Skrill. You can close this complaint! Thank you.

Dear Sebbb,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru