HomeComplaintsMyEmpire Casino - Player’s withdrawal has been delayed.

MyEmpire Casino - Player’s withdrawal has been delayed.

Amount: €80

MyEmpire Casino
Safety Index:Very high
Submitted: 29 Aug 2024 | Resolved : 05 Sep 2024
Resolved Our verdict

Case closed

RESOLVED

Case summary

2 months ago

The player from Greece had requested a withdrawal prior to submitting the complaint. Unfortunately, their winnings had not been received yet. The Complaints Team had communicated that the withdrawal process might take time due to potential KYC verification delays. After further communication, the player confirmed that the winnings were received, leading to the case being marked as resolved.

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2 months ago

I've made many withdrawals in the past. Now it's so many days and I haven't received my money.

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2 months ago

Dear Lekar123,

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

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2 months ago

Dear Lekar123,

Have you received your withdrawal from the casino yet?

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2 months ago
Translation

No, I haven't received it yet.

Automatic translation:
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2 months ago

I got the money. You can close the case and thank you for your time.

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2 months ago

Dear Lekar123, 


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. 

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Thank you so much for your time. 


Best regards, 


Casino.Guru 

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