MyEmpire Casino - Pelaajan kotiuttaminen viivästyy.

withdrawals have just been pending review for weeks

Dear Carcarlew,

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.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

When did you request the withdrawal?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots 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,

Dominika

I have not made any withdrawals. They did not ask me to complete any verification and on my account it says no verification required. I accumulated them without a bonus, I never use bonuses. I requested on the 12th of February. I don’t have any screenshots of communication with casino but they just keep copy and pasting saying that they appreciate my patience and that there’s a delay.

update: added photos from my conversation tonight

More photos 



Dear Carcarlew, have you received any money?

How many withdrawals are pending in your casino account?

Could you provide screenshots of the withdrawal requests?

I have not received any money. I have three pending withdrawals and then 5500 left in my account as they only let you have three pending withdrawals at a time.

I still don’t have my withdrawal!! Please help me I really need to pay off debt.

Thank you very much, Carcarlew, for providing the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Carcarlew,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the MyEmpire Casino representative to enter the discussion.

Dear casino representative, could you please check the case and explain to us what happened? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular timeframe, in which Carcarlew can expect her withdrawal to be processed?

I just don’t get what’s taking so long, Casino Guru. Please help me!!! I really need this money. $7750 for them to just be keeping against me for over a month is not okay.

Hello Carcarlew,

we have already messaged the casino representative who can hopefully give us more information about the matter. I understand your frustration, but all we can do now is wait.

Update: the last two withdrawals have finally been moved to approved status. The withdrawal I made prior to these two (on the 13th of February) however, is still in pending state. Not sure why the withdrawal I made first is the one still in pending state.

once these three withdrawals are processed, I still have $5500 worth of money to withdraw from the casino. Hoping that each time I make a withdrawal it does not take months.

Hello Carcarlew,

I hope this means that things are moving in the right direction. I will leave this complaint open for now. Please keep us updated on any new developments.

Now we do this process over again. 3 new withdrawals pending and still in the same status 4 days later yet their promise is that the withdrawal will be approved within 3 business days - which it has been.

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 still have the same pending withdrawals with copy and pasted customer service responses.

Dear Carcarlew,

We are sorry to hear about for your experience. 

We assure you, we have forwarded your request and you will get an update regarding your withdrawal request at the earliest as possible.

Thank you for being so patient with us! We really appreciate it.

Best regards,

MyEmpire team.

Do you know my name or account username?

Yes! Carcarlew. We do have your certain details to check your account. If we need anything from you we will let you know. Thank you!

So I did get a withdrawal but I still had money in my account so made a new request and once again, it’s passed the 3 day expectation. I am not closing this case until all my money from my account is withdrawn successfully.

Dear Carcarlew and MyEmpire Casino representative,

I would like to thank you both for the updates. While the problem has not been fully resolved yet, I am happy that things are moving in the right direction.

The complaint will remain open until Carcarlew confirms all withdrawals have been paid out. In the meantime, please update us on any developments.

Thank you Casino Guru & MyEmpire casino for helping this situation move in the right direction. I hope to have the rest of my funds in a timely manner.

I am officially waiting on my last $1000 from the casino. When I get the $750 and $250 withdrawal, my case will be complete. I will keep you updated on when I get those withdrawals

Hello Carcarlew,

thank you very much for the update. I hope the last withdrawal will be processed soon.

Dear Carcarlew,

We hope you find this message in good health.

We are happy to confirm that your recent withdrawal has been processed, and the money has been sent from our side 9th April, 2025.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.

Thank you for being so patient with us! We really appreciate it.

Best regards,

MyEmpire team.

Case closed. I have received all my funds 😃 thank you!

Dear Carcarlew,

We're glad to hear that your issue has been dealt with. I would also like to thank the MyEmpire Casino representative for their confirmation. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. 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 https://www.trustpilot.com/evaluate/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, 

Martin

Casino.Guru