MyEmpire Casino - general discussion (page 6)

We'll be waiting here for your updates.

Hello!

I should get 25% live casino cashback (on every monday get every player, who is request in chat/e-amil), but "administrator decided", i cant get any bonuses in the futute! (no any details)

Very kind! I didnt cheat or something, just lost!

Then i closed my account at this casino! Dont play here!

Gabor

Unfortunately, casinos can decide at any time who they will not give bonuses to. It often happens and players write that for "administrative" reasons they are not given further bonuses, which is a shame. Then it will probably be important to find another casino that will not have such an issue.

So I am not surprised that you closed your account. 😕

Hey I have already filed a complaint and I appreciate Casino Guru looking into it, I'm just wondering if anyone else has had issues with copy and pasted answers to withdrawal statuses to the point of feeling mocked when you are asking about a long withdrawal time

Hello,

If you would like to browse other complaints submitted against this casino, this link should help out:

https://casino.guru/complaints/in_progress

I found 9 open cases, including yours. It also seems you are not familiar with the complaint process, so I'd like to help. I suggest you read the instructions here 👈

A complaint is a relatively slow process.

"Each involved party (you, the casino, or the Casino Guru team) has seven days to respond when they are required to do so to move the complaint forward. When this period elapses without a response, we usually choose to prolong the time limit by another seven days.

As the successful resolution of a complaint often takes a lot of communication between all three parties, the total time can add up. The average time it takes to close successfully-resolved complaints is roughly 21 days from the date they were submitted, but again, this varies a lot from one complaint to another."

Let me know if I may help with anything else, please.

Good day. I've been waiting for 25 days at the casino for my withdrawal to be approved. I also filed a complaint through casino guru. I'm writing this here so you can be careful if you decide to play through this casino. If anything changes, I'll write it here.

Hi, I would say a good step would be to file a complaint. Did the casino also say why are you waiting so long for your money? 25 days is quite a massacre and I would definitely like to hear something relevant. Is this your first choice here?

Are you still in contact with the casino?

I didnt get my withdraw, i cash out 8 days ago.

Hey, did the casino also tell you why is this the case? Do they have reason for delaying payment for longer than a week?

Additionally, did they require documents for verification or not?

Also wanted to tell you that we give casino's 14 days to pay the player and if they won't be able to do that you can reach out to us and we will try to help you.

So, can you hold out a little bit? 🙂

They didn't say anything, but then I'll wait until the 14th day.

After about 26 days they started verifying me. Verification was completed within 24 hours. After that the payments went smoothly. In any case, I do not recommend the casino. It is similar to the bankonbet casino.

Well then, when the time is up, be sure to let us know if the situation has moved forward or not. If not then we will try to help you.🙂

I'm glad that everything went well in the end, even though waiting a month for money is really long, so I'm not surprised that you have this opinion.

So I'll keep my fingers crossed for you if you play somewhere else and don't have to wait forever for your money.

Good luck. ☘️🤞

Hi.

I didn't even know that if I cancel the bonus, the money I normally won for my deposited money would disappear. It's 6000,- and it really annoys me. No one explains anything, doesn't reply (5 days), generic answers in the chat that are meaningless. It seems very untrustworthy and the warning that if you cancel the bonus, your balance will be reset should definitely pop up when you are about to cancel the bonus. This casino really lacks fairness, communication and interest in customers/players. So I really don't recommend it.

Do I understand correctly that you have a balance of real money in your account, but when you cancelled a bonus that you didn't play with, the money disappeared? Or have you played with that bonus?

I am not really sure how it was, so could you please describe what exactly happened?

Hello, I would like to file a complaint about myempire. I have been waiting for a withdrawal since the 28th. They blamed the 14 days and I still haven't received any response, only that there are many withdrawals in the queue, but my withdrawal status stayed in phase 2 and hasn't changed since the 28th. It's a real shame. The support team keeps putting me off and repeating the same thing to me in different words. I would like to know if I will receive my withdrawal or if they are just taking me for a ride. Regards...

Hey, I wouldn't hold my breath in that case, since you wait quite a long time for the casino to tell you just such common things. 

Is this your first withdrawal? Didn't you have to send any documents? What is the status of your withdrawal? 

Coming back to the complaint, you can file it here on this link. ⬅️

I'll keep my fingers crossed that you have the money as soon as possible.🤞

Won a large amount of money (total balance of 16000 EUR), submitted withdrawal requests on March 21, 22 and 23, have not heard anything from the casino since. Have contacted support who are just stalling - ignoring my emails and after a few reminders sending the same mail back, "Please note that it may take some time to process your inquiry, as we are currently experiencing a high volume of requests."

Have submitted a formal complaint today and hopefully will get some help in resolving these issues.

A real shame that they are trying to avoid paying out winnings like this, since otherwise it is a nice casino.

Hi there, really sorry to hear you’re going through this, waiting that long without clear communication, especially with such a big win, must be incredibly stressful.

It’s great that you’ve already submitted a complaint, and we’ll definitely do our best to help you move things forward and get some answers from the casino.

Just out of curiosity, did the casino mention anything about needing verification or say they were conducting an internal investigation? That’s sometimes a reason for delays, though they should be transparent about it if that’s the case.

Fingers crossed we can help you get this sorted soon. 🤞

Keep us posted if anything changes.

No, they did not mention anything. I even asked the live chat on how to submit KYC documentation, since I assumed they will ask for this, but the chat replied that it isn't necessary and if/when it will be, they will contact me. I logged in today and on the Verification page it still says: