MyEmpire Casino - Pelaajalla on bonusongelma, joka vaikuttaa hänen kotiutukseensa.

At the moment, I have a balance of 770€ and I am facing the same bonus issue as the user with the 31000€. I would like to cash out this 770€, however, I can't cancel the bonus. It got stuck at 0.05€ before the end and nothing can be done about it. After multiple inquiries with the support, I am still being fobbed off with the words 'There are currently technical issues'!

Ich stehe momentan auf 770€ und habe ebenfalls wie der User mit den 31000€ das Bonus Problem! Ich möchte diese 770€ gerne auszahlen, kann den Bonus aber nicht stornieren. Er ist bei 0,05€ vor Ende einfach stehen geblieben und da lässt sich nichts machen. Nach mehreren Anfragen beim Support werde ich immernoch weiter mit den Worten ‚Es gibt aktuell technische Probleme‘ vertröstet!

Dear BastiRS5,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you cannot request a withdrawal because the bonus is still active?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

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

Best regards,

Kristina

Dear BastiRS5,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I've already lost the win again and will stay away from this site. Nevertheless, thank you very much for your efforts!

Ich habe den Gewinn bereits wieder verspielt und werde mich von dieser Seite fernhalten. Trotzdem vielen Dank für ihre Bemühun!

Thank you very much for the update, BastiRS5, I am sorry to hear that. Sadly, since you have played/lost your winnings, I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.