MyEmpire Casino - Player's winnings are missing.

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.

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

• Can you provide the number of days since you made the withdrawal request?
• Has your account verification been completed successfully?

Thank you in advance.

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.

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.