MyEmpire Casino - Pelaajien kotiutukset viivästyvät.

Hey guys, I really hope you are doing all great!

I am facing an issue with my withdraws in my empire casino which i really love playing at. I made a big win of 8000 eu. I completed some withdraws and now my amount in the account is 5000 eu. I made 2 withdraws of 800 eu and they were both cancelled. They told me about some wrong infro of my provider and to clear cookies etc. It is the same card i used to complete all the others by the way so clearly there is not an issue with that. It is also not KYC because it says ''not needed for now'' in my profile. They told me to try with bank transfer method but as i checked on previous cases that doesnt really help .

I would really appreciate your help because by assuring me it takes 3 days for the withdraws to be completed, i bought a vehicle but told them i will pay them until 20th of september (expecting i complete 3 withdraws every 3-4 business days).

Warmest regards,

Christoforos

Hello,

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.

• Could you please clarify when exactly you made the last successful withdrawal?
• Do you currently have any pending withdrawals?
• Did you accumulate your winnings with or without an active bonus?

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

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Good evening and thank you for your response. The last withdrawal was made about 4-5 days ago.

There are currently 3 pending withdrawals and the total amount I need to withdraw with them is €5000.

My winnings were accumulated without bonuses.

It is very important for me to get this 5000 immediately as I need to pay off some expenses.

thank you in advance

Καλησπέρα σας και ευχαριστώ για την απάντηση. Η τελευταία ανάληψη έγινε περίπου πριν 4-5 ημέρες .

Αυτη τη στιγμή υπάρχουν 3 εκκρεμείς αναλήψεις και το συνολικό ποσό που πρέπει να κάνω ανάληψη μαζί με αυτές είναι 5000€ .

Τα κέρδη μου συγκεντρώθηκαν χωρίς μπόνους .

είναι πολύ σημαντικό για μένα να μπουν αυτά τα 5000 άμεσα καθώς πρέπει να αποπληρώσω κάποια έξοδα .

σας ευχαριστώ εκ των προτέρων

Hello delichris,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much for your replies.

most of the withdrawal have been completed so far but there is a last one of 800€ . Im in a really big need to receive this withdrawal and it is delayed for 1 week so far. They threw my profile from VIP 3 to the beginner stage and now I don’t have a personal assistant to talk in what’s app. So it feels like I have no assistance at all. Chat keeps telling me that be patient it’s on the final stage but nothing more . Can the casino help me with this withdrawal please?

thank you in advance

Thank you for your reply, delichris. Could you please post a screenshot of your withdrawal history here in this thread?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

unfortunately i do not have screenshots from the conversation with casino but trust me i will keep the next time. their replies are always that the financial department is checking it , your funds are safe, everything is going well etc. but its been 8-9 days and im waiting for my last withdrawl which i really need at the moment.

im sending you attached the withdrawal history. the completed ones and the one pending from 9th of september.

here are some of the conversations i had as well. if you want me to provide more let me know. I have 4-5 conversations , i just provided 2.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello delichris, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of MyEmpire Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being cancelled? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Thank you very much to you and the casino for your cooperation in resolving this issue. I have been waiting for the withdrawal of €800 for 14 days. 2 weeks is a very long time while the policy is 3 business days. I would like to ask you to resolve it immediately as there are pending bills to be paid and I cannot do it until it is completed. And even more so when I have been a very loyal and frequent customer of the casino for a long time with over €80,000 in turnover during this time.

Ευχαριστώ πολύ και εσάς και το καζίνο για τη συνεργασία στο να επιλυθεί το συγκεκριμένο ζήτημα . Αναμένω την ανάληψη των 800€ εδώ και 14 ημέρες . 2 εβδομάδες είναι πολύ μεγάλο διάστημα ενώ η πολιτική είναι 3 εργάσιμες ημέρες . Θα σας παρακαλούσα για την άμεση επίλυση του καθώς εκκρεμούν λογαριασμοί να αποπληρωθούν και δεν μπορώ να το πραγματοποιήσω όσο δεν ολοκληρώνεται . Και πόσο μάλλον όταν είμαι πολύ πιστός και συχνός πελάτης του καζίνο εδώ και πολύ καιρό με πάνω από 80.000€ τζίρο όλο αυτό το διάστημα

Dear delichris,

Thank you for reaching out to us.

We would kindly like to apologize for the delay of your withdrawal request and any inconvenience this may have caused.

Please be assured that we forwarded your payment with high priority and expect further information in the nearest time.

We thank you for your patience and understanding.

Kind regards,

MyEmpire Casino Team

Dear MyEmpire Casino, please let us know as soon as the payment has been processed on your end. Thank you.

Thank you very much to both my empire casino and casino guru for the excellent and immediate response from both of you. I await further updates and information on the completion of the payment.

Σας ευχαριστώ πάρα πολύ και το καζίνο my empire και το casino guru για την άψογη και άμεση ανταπόκριση και των δυο σας . Αναμένω νεότερα και ενημέρωση για την ολοκλήρωση της πληρωμής

Dear delichris,

Thank you for your reply and understanding.

We are keeping monitoring the process and expect an update in the nearest time.

Kind regards,

MyEmpire Casino Team

Good evening. I've been waiting 17 days for the withdrawal to be completed and I finally get a message that it was canceled? I did it again and now I have a limit of 500€ while the withdrawal was 800 so I have to do 500 now and 300 tomorrow. Please do both immediately by tomorrow it's urgent. I've already been waiting almost 3 weeks for something that should have been completed within 3 days

Καλησπέρα . Περιμένω 17 μέρες να ολοκληρωθεί η ανάληψη για να μ που έρθει τελικά μήνυμα ότι ακυρώθηκε ; Την έκανα εκ νέου και τώρα έχω όριο 500€ ενώ ήταν 800 η ανάληψη άρα πρέπει να κάνω 500 τώρα και αύριο 300. Παρακαλώ πολύ να γίνουν άμεσα και οι δύο μέχρι αύριο είναι επείγον . Περιμένω ήδη σχεδόν 3 εβδομάδες για κάτι που έπρεπε να ολοκληρωθεί εντός 3 ημερών

Dear delichris,

Thank you for your reply.

As we can see in your transaction the withdrawal request was canceled by you.

We forwarded your new request again to the relevant department with high priority.

Regarding the withdrawal limits please be informed that you find a list of daily, monthly and general limits in our terms and conditions.

The limit is based on your account level.

Thank you for your understanding.

Kind regards,

MyEmpire Casino Team

Good evening. No, the withdrawal request was not canceled by me. I have been waiting for the amount for 17 days and obviously I would not cancel my request as I am waiting for my money. So yesterday I made another 500 withdrawal and today I will make the remaining 300. I would kindly ask you, due to the great inconvenience and waiting for almost 3 weeks, to make an exception and make both withdrawals by today or tomorrow if possible. Thank you very much

Καλησπέρα . Οχι δεν ακυρώθηκε από εμένα το αίτημα ανάληψης . Αναμένω εδώ και 17 ημέρες το ποσό και προφανώς και δε θα ακύρωνα το αίτημα μου καθώς περιμένω τα χρήματα μου . Έκανα χτες λοιπόν ξανά τα 500 ανάληψη και σήμερα θα κάνω τα υπόλοιπα 300. Θα σας παρακαλούσα πολύ λόγω της μεγάλης ταλαιπωρίας και αναμονής σχεδόν για 3 εβδομάδες , να κάνετε μια εξαίρεση και να γίνουν οι αναλήψεις και οι δύο μέχρι σήμερα ή αύριο αν είναι δυνατόν. Ευχαριστώ πολύ

I would also like to thank the MyEmpire Casino for a quick response and looking into this issue for us. Please, let us know as soon as the payments have been processed on your end. Thank you.

One of the two withdrawals has been completed and I would like to thank the casino for this. I am waiting for the second one so that I can thank you again for everything so far and of course continue to support as always.

Η μία ανάληψη από τις δύο ολοκληρώθηκε και θέλω και εγώ με τη σειρά μου να ευχαριστήσω το καζίνο για αυτό. Αναμένω και τη δεύτερη ώστε να σας ευχαριστήσω εκ νέου για όλα έως τώρα και φυσικά να συνεχίζω να στηρίζω όπως πάντα

Good evening. I currently have 3 withdrawals that I expect to be made. Do you know if they will be completed within the week? Normally it takes 3 business days. Thanks in advance

Καλησπέρα σας . Αυτή τη στιγμή έχω 3 αναλήψεις που αναμένω να πραγματοποιηθούν. Γνωρίζετε αν θα είναι ολοκληρωμένες εντός της εβδομάδας ; Κανονικά θέλει 3 εργάσιμες ημέρες . Ευχαριστώ εκ των προτέρων

Dear delichris, how much do you have in pending withdrawals, and how much do you still need to withdraw altogether, please?

Good morning. The amount of the 3 pending withdrawals is €911. This is the total amount that remains to complete the withdrawals that I have requested. I would like them to be completed by tomorrow from the casino side if possible. Thank you very much in advance.

Καλημέρα σας . Το ποσό των 3 αναλήψεων που είναι σε εκκρεμότητα είναι 911€ . Αυτό είναι και το συνολικό ποσό δηλαδή που απομένει για να ολοκληρωθούν οι αναλήψεις που έχω αιτηθεί. Θα ήθελα αν είναι δυνατόν να έχουν ολοκληρωθεί έως αύριο από την πλευρά του καζίνο. Σας ευχαριστώ εκ των προτέρων παρά πολύ

Dear delichris,

Thank you for your reply.

Please be informed that we forwarded your new withdrawal requests with high priority and expect the finalization of the payment as soon as possible.

Thank you for your understanding.

Kind regards,

MyEmpire Casino Team

Thank you very much. I appreciate your participation and your actions to resolve the issue. It would be very helpful if the issue were resolved immediately since the 3 business days for each withdrawal request will have passed. Thank you again in advance

Σας ευχαριστώ πάρα πολύ . Εκτιμώ τη συμμετοχή σας και τις ενέργειες σας για να επιλυθεί το ζήτημα . Θα με εξυπηρετούσε πολύ αν επιλυόταν το θέμα άμεσα μιας και θα έχουν περάσει οι 3 εργάσιμες ημέρες για κάθε αίτημα ανάληψης . Σας ευχαριστώ και πάλι εκ των προτέρων

This is great news, and I would like to thank the MyEmpire Casino for looking into the issue for us!

Dear delichris, I will sawp the timer back at you, please let us know as soon as you receive the payment, or if there are further issues. Alternatively, once you have the money you can also click the "RESOLVED" button available to you.

Good evening again. So far the withdrawal of €610 has been completed, but the €300 was canceled by the casino. I did it again and would like to request that it be completed by tomorrow to resolve the issue. Thank you very much to both my empire and casino guru for the help so far in the issue. I am waiting for the completion of the withdrawal of €300 to click "SOLVED" on this particular ticket. Thank you both again for your reliability and the help and seriousness in this matter so far. You are excellent

Καλησπέρα και πάλι. Μέχρι τώρα ολοκληρώθηκε η ανάληψη των 610€ , όμως αυτή των 300€ ακυρώθηκε από το καζίνο. Την έκανα εκ νέου και θα παρακαλούσα για την ολοκλήρωση της μέχρι αύριο για να επιλυθεί το ζήτημα . Ευχαριστώ πολύ και το my empire και το casino guru για τη μέχρι τώρα βοήθεια στο ζήτημα . Αναμένω την ολοκλήρωση της ανάληψης των 300€ για να πατήσω το «ΛΥΘΗΚΕ» στο συγκεκριμένο ticket. Σας ευχαριστώ και πάλι και τους δύο για την αξιοπιστία και τη μέχρι τώρα βοήθεια και σοβαρότητα στο θέμα αυτό . Είστε εξαιρετικοί

Hey there 💪 any news on when my 2 remaining withdrawals are going to be completed ? Thanks a lot

Dear delichris,

Thank you for your reply.

Your pending withdrawal requests we forwarded and the transaction will be finalized as soon as possible.

We thank you for your understanding and patience.

Kind regards,

MyEmpire Casino Team

Good morning! One request was successfully completed and the other was canceled. I'm doing it again. All that remains is to complete this request, which is the last one, and then everything is fine 👌

Καλημέρα σας ! Το ένα αίτημα ολοκληρώθηκε επιτυχώς και το άλλο ακυρώθηκε . Το κάνω εκ νέου . Απομένει η ολοκλήρωση αυτού το αιτήματος μόνο που έχει μείνει τελευταίο και μετά είναι όλα εντάξει 👌

Thank you for the update! Dear MyEmpire Casino, please let us know once the last withdrawal has been processed on your end, and once the reception is confirmed by the player, we can close this complaint as successfully resolved. :)

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear delichris,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Matej