The player from Germany is having issues with delayed withdrawal. He won over €1000 but was only able to request €500 for withdrawal. Despite the casino's policy that withdrawals should be processed within three business days, the player has been waiting for six days. The complaint was rejected because the player didn't respond to our messages and questions.
MyEmpire Casino - Player is experiencing a withdrawal delay.
Amount: €500
MyEmpire Casino
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9.2
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
I won over €1000 in the casino, but I was only able to request a withdrawal of €500 for processing. For the past six days, I have been hearing nothing but excuses. The casino's terms and conditions state that a withdrawal should be processed within three business days. This time has passed and still nothing has happened. I was told in the chat that I should be patient. The remaining €700 was of course lost, as you can't withdraw more than €500. However, if this is not released for withdrawal, no further withdrawal is possible.
This is a very unprofessional casino.
I'm curious to see if I will receive the remaining winnings.
I never had such problems in any other casino...
Automatic translation:
Public
Public
1 year ago
Dear 986Manu,
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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Kristina
