The player from Czech Republic had encountered a withdrawal issue with MyEmpire Casino. A total win of 4,500 CZK hadn't been credited to their bank account, despite the casino having stated that 3,000 CZK was returned to their game account. We had attempted to gather more information from the player to aid in the investigation but received no response. Consequently, we had to reject the complaint due to the lack of necessary details for further investigation.
MyEmpire Casino - Player's winnings are missing.
Amount: 3,500 Kč
MyEmpire Casino
Safety Index:Very highSafety Index
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9.2
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
12 months ago
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1 year ago
Translation
Hello, I won at the MyEmpire Casino, but the winnings were not transferred from my game account to my bank account. The total amount is 4500 CZK. They told me that they sent 3000 CZK to my bank account and that it was returned back to my game account. This is not true, I checked my game account about 6 times and the amount is nowhere to be found. The same happened with the remaining amount. Thank you.
Automatic translation:
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1 year ago
Dear Reno724,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
- Do I understand correctly that your payment is still pending inside the account without being processed?
- Could you please specify how many days ago was your withdrawal requested?
- Was your account successfully verified already?
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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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1 year ago
Translation
I can't find the rest anymore, I probably deleted it out of anger
Automatic translation:
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1 year ago
- Can you provide the number of days since you made the withdrawal request?
- Has your account verification been completed successfully?
Thank you in advance.
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1 year ago
Dear Reno724,
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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12 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
