MyEmpire Casino - Player's withdrawal has been delayed.

Good evening, I have a problem with this specific casino. I've been playing at the casino since October 1, 2024. I win sometimes and lose other times. Whenever I requested a withdrawal, it took about 5 days for them to transfer the money to me. Now, since the 23rd of the month, I have requested a withdrawal of 500 euros, and they still haven't deposited the money. In the chat, they keep telling me that they are experiencing high traffic and that the funds will be processed. I tried to request a withdrawal of the remaining balance as well because I no longer wish to play there given the delays in processing my winnings, and now they won't let me do so. Additionally, they still haven't deposited any of my winnings.

Dear bill8101981,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• When did you make the last successful withdrawal and how many days did it take to be processed?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Good morning, my last withdrawal was November 15th. They took 5 business days to get the money to me. They have been verifying my account for too long. I never use the bonuses because they have restrictions in case you win. They don't ask me for any extra paper for verification, they just don't deposit the money.

Thank you for your reply, bill8101981. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Good evening, after your intervention, apparently they deposited €500 out of €1059 yesterday. And I have made a new request for another €500 and I am waiting for them to be deposited as well. The withdrawal limit was €500 for this and I have done it in two installments, so I will have to do another one for the €59 that is in my account. I will send you all the communication and the screenshots to your e-mail. Thank you very much for everything.

I am happy to hear that at least one withdrawal was finally processed! I will keep this complaint open until you confirm that the last withdrawal was successful. Please keep me updated.