HomeComplaintsMyEmpire Casino - Player’s withdrawal has been delayed.

MyEmpire Casino - Player’s withdrawal has been delayed.

Amount: €3,500

MyEmpire Casino
Submitted: 25 Jan 2025 | Resolved : 10 Feb 2025
Resolved Our verdict

Case closed

RESOLVED

Case summary

The player from Austria faced an issue with a withdrawal that had not been processed for 8 days, despite successful previous withdrawals and not using a bonus for gameplay. After 22 days, the payout was eventually completed, and the player received the money. The Complaints Team marked the issue as resolved, acknowledging the delay in processing times experienced by the player. The player expressed confusion regarding the casino's positive ratings despite the ongoing issues reported by multiple users.

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Translation

The casino has not processed my withdrawal for 8 days. I did not use a bonus to play. I deposited with a credit card. The first test withdrawal worked very well, and now everything is unprocessed.

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Hello burtscher.wolfgang,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with MyEmpire Casino. Please allow me to ask you a few more question before we would move forward.

  • Could you please advise if your account is already verified and if yes, since when exactly?
  • What payment method were you using?
  • When was the last time you spoke to the casino and what was it about?


Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

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Translation

Hello! I have now changed the payout method from chargeback to credit card to a bank transfer. These have been in processing since January 25, 2025 at 9:00 a.m.


According to support, verification is not yet possible or necessary. I last contacted them yesterday and wanted to ask if everything is OK now. I didn't really get a response.


The case is still not closed but pending.

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Today I sent all the documents to myempire to verify my account. I wasn't asked to do so, but then the casino can't say that I didn't send the documents.

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Good day!


The payouts have still not been processed. I always get the same standard answers from customer service. I simply cannot understand the good rating of this casino on Casino Guru. There are simply too many players reporting this problem.

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Hello burtscher.wolfgang,

As you have requested a new withdrawal, the timer for it resets as well - you need to wait at least 14 days.

Please let us know in case you would receive the money or the withdrawal would take longer.

Regards,

Nick

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Translation

Currently I am always being told in the chat and in the emails that the payout is being processed. However, this is not true. The first successful payout was processed within 3 working days as described. Now it has been reported here several times that the payouts are no longer being processed. Exactly the same as with me.


I will wait a little longer.


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The payout was completed after 22 days. I received the money and still can't understand the rating from Casino Guru. 21 days is just too long.

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Dear burtscher.wolfgang, 


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 

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