The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. After a series of discussions regarding the cancellation of his withdrawal, the issue was resolved, and the player finally received the payout. The Complaints Team marked the complaint as 'resolved' in their system, acknowledging the successful outcome.
MyEmpire Casino - Player’s winnings haven’t been received yet.
Amount: €1,000
MyEmpire Casino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.2
MyEmpire Casino has a Safety Index of 9.2, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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4 months ago
Translation
I have been waiting for my withdrawal for 7 business days…. Despite numerous inquiries in the live chat, I only ever get the same ridiculous answer…. They say there’s no need to worry, it’s delayed and being processed immediately….
Verification can't be done in advance either, which only causes further delays… No idea how you have such a positive review amidst this scam! It's been the same response daily for 7 days, see the image from today, 08/13/24.
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4 months ago
Dear CasinoTester24,
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,
Complaints Resolution Center
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4 months ago
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It's nice that you only send standard answers...I've played in lots of casinos and cashed out! I've NEVER EXPERIENCED A CASINO TOO LONG FOR 14 DAYS!
YOU CANNOT VERIFY YOURSELF IN ADVANCE!
your positive rating for this scam is a disgrace
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4 months ago
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So today, after 8 days, this scam casino has simply cancelled my current withdrawals and credited them back to my account!!! Without any notification, without giving any reasons or anything else, it's a disgrace that you advertise something like this!!! I've already waited 8 days for nothing and I can't make a new withdrawal. I now have €5000 in my account and VERIFICATION STILL DOESN'T WORK! I would like to file a report for fraud!
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4 months ago
Dear CasinoTester24,
Have you received your withdrawal from the casino yet?
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4 months ago
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After a lot of discussion they finally paid out...but I still don't recommend this casino!
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4 months ago
Dear CasinoTester24,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
