The player from Germany had initiated a withdrawal 14 days prior, but had not received the funds yet. She expressed frustration with the repetitive responses from the support team. The complaint was ultimately rejected due to her failure to respond to the Complaints Team's inquiries, which prevented further investigation into her issue.
MyEmpire Casino - Player's withdrawal has been delayed.
Amount: €200
MyEmpire Casino
Safety Index:Very highSafety Index
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9.2
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
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4 months ago
Translation
Hello, 14 days ago I initiated a withdrawal, and up until now, nothing has come through. The support team keeps giving me the same responses over and over again!?
Automatic translation:
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4 months ago
Dear kruminsromina,
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.
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Have you accumulated 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,
Veronika
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4 months ago
Translation
I have actually already successfully made a withdrawal in the same casino.. KYC successful and no, there is no bonus either...
Automatic translation:
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3 months ago
When was the last time you communicated with the casino customer support? Have they given you any explanation regarding the delay in your payment? Please forward all the communication between you and the casino as well as any other evidence that could be relevant to the investigation of your case at veronika.l@casino.guru. Thank you.
