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Missing win Issue:

On [22/12/2024], I placed a bet of $152.15 on a Blackjack game provided by Evolution. I won $221.82 during this bet. However, despite my win, the winnings were not credited to my casino account. In fact, my account balance remained at zero.

In an attempt to resolve this issue, I contacted Evolution, who confirmed that the complaint regarding this matter had been resolved and closed under complaint number SD-4636831. This indicates that the issue was addressed by the service provider and there was no delay or issue on their side. Therefore, the delay in crediting the winnings to my account is entirely on my empier casino.

Additionally, I have contacted the support team via email and live chat multiple times since the issue occurred, but unfortunately, I have not received any satisfactory response or resolution to this matter so far.

Pending Withdrawal:

I currently have a pending withdrawal request for $270, which has been pending for 6 days. My last withdrawal request before this was made a month ago, and I have not yet received the funds or any updates regarding this latest withdrawal.

Additionally, my account is fully verified, which should have ensured a faster and smoother withdrawal process.

Hello Abdullahms,

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

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you contact the casino e-mail support regarding this matter?
• When was the last time you spoke to the casino and what was it about?

Please note that withdrawals may take up to 14 days to be processed.

Looking forward to your answer.

Regards,

Nick

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Hello Nick

My account verified from 2 months or more i don’t remember exactly

about contact them i sent email to the support and the complaint email also the live chat from 22/12 tell today they have the same reply

"From what I see the relevant team is still working on your issue, it should be resolved in no time now, you will be contacted via email the moment there is an update on the situation."

and already the provided Evolution say we close the case that means the late on casino side

last time yesterday with same reply no benefits

and on email no reply just the live chat they replied me

Thank you Abdullahms for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you Nick

i’m still waiting 10 days now i don’t get any serious help

can you help please

thank you

Hello Abdullahms,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite MyEmpire Casino to join the conversation.

Dear MyEmpire Casino,  

Can you please provide clarification on why, after a quite significant amount of time has elapsed, the player's issue remains unresolved and the withdrawal has yet to be processed?

Hello Michal

i get my withdrawal but i don’t get my missing win 221$ from 21/12

Dear Abdullahms ,

Thank you for your patience.

Please be informed that we are checking with relevant department regarding your missing win , from the provided information you had given us and the exact bet you had provided , please be informed that we would get back to you as soon as we have any news from them.

Best Regards

MyEmpire Team

Dear MyEmpire Casino,  

I appreciate your response. I recognize that addressing such matters can be quite intricate and time-consuming. However, as highlighted by the player, the issue has already been evaluated and resolved by the Evolution team under complaint number SD-4636831, indicating that your team possesses all the necessary information from them. This complaint has been pending for over a month without notable progress, which does not align with the standards expected from a reputable and highly regarded casino like yours. While I understand that this issue may have affected multiple players, the duration of this process without progress is beginning to show signs of stalling the process on our part.

I respectfully urge you to prioritize the resolution of this matter at your earliest convenience. Should the situation remain unresolved when the timer runs out, I will be forced to close this complaint as unresolved, a course of action I would prefer to avoid. 

hi

you can see from the screenshot of my game history in the Evolution it’s shows that i win and if i can see that from my bet history I’m sure the casino can see it

hope we fix this problem fast

thank you

We would like to ask the casino 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’ which may negatively affect its rating.

Dear all,

Thank you for reaching out!

Please be informed that we are looking into the matter.

We'll provide updates as soon as we have any.

Best regards,

MyEmpire team

Hi

i get my win thank you Michal

and please myempire i make withdrawal for the amount hope you can speed up the process so i can get my win after waiting more than 2 months

thank you

Dear Abdullahms ,

Kindly be informed that we are checking with relevant department regarding your withdrawal and would get back to you as soon as we have any news from them.

Best Regards

MyEmpire Team

Any update?

Now is 9 days waiting for the withdrawal

We would like to ask the casino 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’ which may negatively affect its rating.

i get my money

thank you Michal

Dear all

Thank you for your patience.

Kindly be informed that customer withdrawal is complete and paid out on our side.

Best Regards

MyEmpire Team

Thank you for your cooperation in resolving this matter, MyEmpire Team.

Dear Abdullahms,

Thank you for your confirmation. I am glad that our involvement played a role in resolving the situation and that you have received your winnings. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru