MyEmpire Casino - Pelaajan kotiutus viivästyy ja voitot estetään.

I won more than €30,000 on 03/10/2025 on Myempire.

On 21/10/2025 I only received a first payment of €2,400, leaving a balance of €24,000 still to be paid (something was replayed in the meantime, I was waiting).

Since then, the casino has continued to request numerous verification documents for months. I've submitted everything requested, and the last document has been pending verification for over four months, with withdrawals completely blocked.

In the meantime, I'm receiving promotional emails encouraging me to continue playing, but I can't withdraw my winnings.

I have always cooperated with support and provided every document requested.

At this point, I simply ask that the casino honor its obligations and complete the payment of the remaining balance of €24,000.

Ho vinto più di 30.000€ il 03/10/2025 su Myempire.

il 21/10/2025 ho ricevuto solo un primo pagamento di 2.400€ lasciando un saldo di 24.000€ ancora da pagare (qualcosa è stato rigiocato nel frattempo aspettavo).

da quel momento il casinò ha continuato a richiedere numerosi documenti di verifica per mesi. Ho inviato tutto ciò che mi è stato richiesto e l’ultimo documento risulta in verifica da oltre 4 mesi con i prelievi completamente bloccati.

Nel frattempo ricevo e-mail promozionali che mi istigano a continuare a giocare, ma non posso prelevare il saldo della vincita.

Ho sempre collaborato con il supporto e fornito ogni documento richiesto.

A questo punto chiedo semplicemente che il casinò rispetti i propri obblighi e completi il pagamento del saldo rimanente di 24.000€.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MyEmpire Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your payouts were blocked?
• Could you please list which documents you were asked to provide so far?
• Have you made successful payouts even before this big win?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Thanks for your reply via email.

According to the rules of the website

https://myempire2.com/it/rules (translated)

4.1 By opening an account on our website and using our website, the user declares:

(...)

the credit/debit card or any other payment method that the customer uses to top up their account balance belongs to the customer, has not been stolen and has not been lost by another person. The Company reserves the right to close the account and void any winnings in the event of reasonable suspicion that the user has breached this warranty.

Furthermore, please check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players:

Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations.

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card, and this possibility is communicated beforehand. It is a player’s responsibility to use only the allowed payment methods.

We recommend you only use payment methods in your own name when making deposits in the casino to avoid similar issues in the future. Please note that online casinos have the right to verify all payment methods used with them. We are powerless in asking the casino to pay out your winnings in the situation you are describing.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.