The player from Germany can't withdraw a balance of 770€ due to a lingering bonus issue. Despite several inquiries, the casino's support claims these problems are caused by 'technical issues'. Unfortunately, the player lost his winnings before we could help, therefore, we were forced to reject this complaint.
MyEmpire Casino - Player faces a bonus issue affecting his withdrawal.
Amount: €770
MyEmpire Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Other
REJECTED
Case summary
1 year ago
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1 year ago
Translation
At the moment, I have a balance of 770€ and I am facing the same bonus issue as the user with the 31000€. I would like to cash out this 770€, however, I can't cancel the bonus. It got stuck at 0.05€ before the end and nothing can be done about it. After multiple inquiries with the support, I am still being fobbed off with the words 'There are currently technical issues'!
Automatic translation:
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1 year ago
Dear BastiRS5,
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. Do I understand correctly that you cannot request a withdrawal because the bonus is still active?
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.
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
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1 year ago
Dear BastiRS5,
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.
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1 year ago
Translation
I've already lost the win again and will stay away from this site. Nevertheless, thank you very much for your efforts!
Automatic translation:
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1 year ago
Thank you very much for the update, BastiRS5, I am sorry to hear that. Sadly, since you have played/lost your winnings, I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
