MyEmpire Casino - Player’s withdrawal has been delayed.

Tried bank transfer a few times using different banks - incorrect information apparently. To resolve this, I was informed to make the minimum deposit ($15aud) worth of crypto (I chose BNB) and this would allow me to withdraw using BNB so I deposited it. Played that amount down as instructed and tried to withdraw using my BNB wallet (binance) address and once again that was shot down due to "incorrect information". I was informed by another support worker that I must use bank transfer, despite the issues presented before and their recommendation to go down the crypto min deposit etc.... I just want my money and it shouldn't be this hard

Dear Discobiscuits,

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

I seem to have selected the wrong option. It's not so much delay, but rather they keep rejecting it - even with a copied BNB wallet address they claim it's incorrect.

Thank you for your reply, Discobiscuits. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

1. I haven't made any successful withdrawals as of yet. This is my first real attempt to. Lots of money put through though.

2. There is no requirement for verification. Even their support email said to do all the verification checks but under the verification tab it says it's not required

3. Without active bonus. It was straight deposit, no bonus and built up the balance. Total is $1500 but can only do incremental withdrawals of $750.

Could you 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.

I have sent the email

Tried another BNB withdrawal and they cancelled it after 9 days - now removed the option for BNB withdrawal from my account. Have done BTC withdrawal now. How can we force them to pay up?

Thank you very much, Discobiscuits, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Discobiscuits,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite MyEmpire Casino representative to join this conversation.

Dear MyEmpire Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Thank you. I would just like to receive my winnings to instill some trust back as I thoroughly enjoyed playing, the UI is great and user experience/setup is also great. I'm just annoyed by the countless support staff telling me all sorts of different things.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Casino paid

Dear Discobiscuits,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Mirka

Casino.Guru