MyEmpire Casino - Player’s winnings withdrawal has been delayed.

Good morning. I wrote a few days ago about an issue I had with this particular casino due to a technical error with a withdrawal request, which was eventually resolved. As I continued playing, I secured a win and submitted two withdrawal requests: one for €500 on 17/08/24 and another for €400 on 18/06/24. The three business days within which my requests were supposed to be processed have passed, and as of today, 23/06/24, I haven't seen any funds in my account. Moreover, I haven't received any updates from the casino. When I contacted customer support, they have been giving me the same response since Thursday afternoon, 20/06/24, which was the three-day processing deadline. They keep saying that my requests are in the final stage of processing and that the funds will appear in my account soon. To clarify, I have not been asked for any identification verification, nor have I used any bonuses. Every day they tell me the same thing—that the requests are just sitting there. This is a very long delay for an amount that I have played through more than once.

Dear thanoatsig,

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 the 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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

I have not been asked for identification nor have I received any update or email. I will contact you again for anything new

I fully understand your frustration, thanoatsig. However, I will set the timer for additional 7 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Dear thanoatsig,

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.

The complaint can be closed. The money was credited to my account. Thank you very much

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, thanoatsig, for your cooperation and confirmation, and please don’t 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.

Best regards,

Petronela

Casino.Guru