MyEmpire Casino - Pelaajien kotiutuspyynnöt ovat viivästyneet.

Dear Casino Guru Team,

I am submitting a complaint against MyEmpire Casino due to serious concerns about delayed withdrawals and the current handling of my account.

As of today, my account balance is approximately 219,000 PLN (~50,000 EUR), which I have won within the last 14 days, playing exclusively with my own deposited funds. I continue to play actively.

However, I am concerned that the casino is intentionally delaying withdrawals in the hope that I will lose my entire balance before any payments are processed. I also fear that they might be looking for a pretext to block or close my account, despite the fact that I have always played with my own money and followed all the rules.

On May 9th, 10th, and 11th, 2025, I submitted withdrawal requests of 500 PLN each, in accordance with the daily limit. None of these have been processed as of today.

In good faith and full cooperation, I also asked the customer support team if they needed any additional documents for further verification, but I received no clear answer—only the same repeated automated messages about delays.

It is also worth noting that around a year ago I lost nearly 30,000 PLN at this same casino, and at that time, they had no issue accepting my deposits instantly.

Now that I have won a significant amount, the situation has completely changed. Customer support keeps replying with copy-paste responses—both on live chat and via email—stating only that there are "delays in processing withdrawals," without giving any specific information or timelines.

I am attaching all relevant screenshots and account details with this complaint. I kindly ask Casino Guru to assist me in resolving this issue and ensuring that the casino pays out my winnings.

Thank you in advance for your time and support.

Dear KrzysztofW, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with MyEmpire Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Can you please share the screenshots of your current withdrawal requests? Do they have a pending or a processed status?
• Did you use the same payment method for withdrawal requests as for your deposits?
• Have you made any successful withdrawals before?  
• Could you please confirm that you have passed the KYC verification before? 
• Have you accumulated your winnings with or without an active bonus? 

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, 

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear KrzysztofW,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Natalia
Casino.Guru