The player from Switzerland had had issues withdrawing 500fr from his online casino account, despite multiple attempts over a period of two weeks. The casino had attributed this to a provider problem. We had reached out to the player for additional information and had extended the response deadline. However, the player had failed to respond in time, leading to the rejection of the complaint. Later, the complaint was reopened following the player's request, as he had informed us that he had received his payout. Consequently, we had closed the complaint as resolved.
MyEmpire Casino - Delay in player's withdrawal transaction.
Amount: 500 CHF
MyEmpire Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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6 months ago
Translation
Good day administrators... I've been trying for nearly 2 weeks to withdraw the sum of 500fr via BANK ACCOUNT... 4 failed attempts so far... Every time I make the withdrawal (following all the correct steps, and properly completing my BANK IBAN), they return the sum of 500fr to my site's real balance after 3 days. Every time this happens, I contact customer service and they tell me, "sorry, it's a provider issue, please kindly attempt the withdrawal again"... at this point, I don't know what to do anymore because their only solution is to do the same thing over and over again. I've now performed this operation 5 times... would you kindly help me... I'm desperate!... I've taken a screenshot of my last request made today, but it's in Italian, where I explain that this is the fourth time they've returned my withdrawal to the REAL BALANCE... and they keep telling me to keep trying until it's successful... I really don't know what to do anymore... I tried again, and I took a screenshot of the withdrawal request today, hoping that this time, the same thing won't happen.
Automatic translation:
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6 months ago
Hello Dome9999,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with MyEmpire Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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6 months ago
Dear Dome9999,
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.
