The player from Poland had experienced a delay in receiving their winnings from Prize Drops by Pragmatic Play. The outstanding amount was PLN 2150 and the delay had lasted for more than two weeks. After the player's issue was forwarded to our colleague, the casino had awarded the prize to the player's account. The player had confirmed the receipt of their winnings. The issue was successfully resolved with the cooperation of the casino.
MyEmpire Casino - Player's prize payment is delayed.
Amount: 2,150 zł
MyEmpire Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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4 months ago
The casino has not paid Prize Drops from Pragmatic Play in the amount of PLN 2150 for more than two weeks
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4 months ago
Hello kp6411995,
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? When did the tournament end? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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4 months ago
At the outset, I would like to apologise for any language errors because I assist myself with a translator because English is not at a high level with me
I would like to verify the account but there is information that there is no need.
I recently wrote with the casino supervisor yesterday and sent me back to Live Chat where the employee said that the rewards are automatically awarded automatically by the system, when I wrote that I have been waiting for over two weeks the employee hung up
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4 months ago
The tournament ended on April 23-25, I'm not sure because it's been a while
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4 months ago
I would like to add that I played for real funds, I did not have any bonus
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4 months ago
Thank you kp6411995 for all the information provided. I will now forward your complaint to my colleague Pavel (pavel.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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4 months ago
The casino gave an award. I would just like to wait until it is paid to my account about we can close the discussion
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4 months ago
Dear kp6411995,
I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system.
I thank you for your cooperation and patience, please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Also, I would like to thank the casino for their assistance with the issue!
Best regards,
Pavel K
Casino Guru Team
