MyEmpire Casino - Player experiences withdrawal delays.

I've encountered persistent delays in withdrawing my winnings, and I'd like to recount the sequence of events. Approximately two months ago, I wagered around 2000PLN and unexpectedly won 11,000PLN. Despite submitting three withdrawal requests, each for 2000PLN over three consecutive days, and patiently waiting for over a week, all withdrawals were inexplicably canceled. This cycle repeated for an additional week, and after numerous attempts to contact the website's support, the initial withdrawal of 2000PLN was processed after a month. During this period, I realized that the prolonged withdrawal process was closely linked to the depletion of my accumulated funds through continued gambling.

After a series of wins and losses, I recently received my second payout of 2000PLN, as promised. However, given the circumstances, I've chosen to self-exclude, with two pending withdrawals of 1. 2000PLN and 2. 1700PLN, both assured to be processed despite my self-exclusion. I am concerned that these withdrawals may once again be canceled, delayed, or avoided altogether. It appears that this casino is engaging in deceptive practices, manipulating individuals' emotions. I no longer have access to the website, although I possess screenshots of all withdrawal requests and transaction IDs. What course of action would you recommend in this situation?

Dear sthei,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Thank you very much for your prompt response. As instructed, I will patiently await a favorable outcome. If no resolution is achieved within the next 14 days, I will return to follow up with you here. 🙏🏻🙌🏻

Thank you very much for your patience and understanding.

The case can be closed I got paid on time despite the closed account. Thank you for your support nevertheless!!! Your website and service are much appreciated!

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, sthei, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards

Petronela

Casino.Guru