A player from Greece had reported an eight day delay in a withdrawal of 500 euros. Despite daily communication with the casino's support team and no requirement for verification, the requested fund had still not been approved. The player was asked to provide identification on the 10th day of the withdrawal request, which he did promptly. After 14 days of waiting, the player's withdrawal had still not been processed. We intervened by contacting the casino for clarification. The casino responded, stating that the player's account had been verified and the withdrawal had been processed successfully. The player confirmed receipt of the funds, marking the resolution of the issue.
MyEmpire Casino - Player's withdrawal is delayed.
Amount: €500
MyEmpire Casino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.1
MyEmpire Casino has a Safety Index of 9.1, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
Public
Public
10 months ago
Translation
GOOD EVENING. I HAVE MADE A WITHDRAWAL OF 500 EUROS 8 DAYS AGO AND THE CASINO HAS STILL NOT APPROVED IT, EVEN THOUGH MY ACCOUNT DOES NOT REQUIRE VERIFICATION FOR THE WITHDRAWAL. I COMMUNICATE DAILY WITH THE SUPPORT WHICH CONSTANTLY ASKS ME TO BE PATIENT AND THAT IT HAS FORWARDED IT TO THE RESPONSIBLE DEPARTMENT FOR ACCELERATION. HOW IS IT POSSIBLE FOR A CASINO WITH SUCH HIGH REVIEWS NOT TO GIVE YOU YOUR MONEY FOR SO LONG?
Automatic translation:
Public
Public
10 months ago
Dear voyltsos,
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
Public
Public
10 months ago
Translation
THIS CASINO DECIDED ON THE 10TH DAY AFTER WAITING FOR A WITHDRAWAL, TO ASK ME FOR IDENTIFICATION WHICH I HAVE BEEN COMPLETING FOR 4 DAYS BUT I HAVE NOT RECEIVED AN ANSWER FROM THE CASINO.
SO TODAY WE ARE ON THE 14TH DAY SINCE I DID A WITHDRAWAL. THE FIRST 10 DAYS THAT I WAS WAITING MY ACCOUNT DID NOT NEED A WITHDRAWAL AS YOU CAN SEE IN THE PHOTO BELOW.
TO GET MY MONEY, HOW MUCH WILL LOGIC CASINO MAKE IN 1 YEAR? LET'S GO VERY SLOW
Automatic translation:
Public
Public
10 months ago
Could you please forward your recent communication with the casino?
Post a screenshot of a chat or send me the chat transcript or email communication to my email at tomas@casino.guru
Public
Public
10 months ago
Thank you very much, voyltsos, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.
Public
Public
10 months ago
Hi voyltsos,
I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.
Dear MyEmpire Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's withdrawal request and when they can expect them to be processed from your side?
I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.
Kind regards,
Natalia
Public
Public
10 months ago
Dear Customer,
Thank you for reaching out to us.
We would like to inform that your account has been verified and your withdrawal has been successfully processed.
We sincerely appreciate your patience and cooperation throughout the process.
Best Regards,
MyEmpire Casino
Public
Public
10 months ago
Translation
I ALSO WANT TO THANK THE GURU CASINO TEAM FOR THIRD TIME SOLVE MY PROBLEM
Automatic translation:
Public
Public
10 months ago
Thank you for your response, MyEmpire Casino.
Dear voyltsos, please let us know as soon as you receive your winnings so that we can update the status of your complaint.
Public
Public
10 months ago
Translation
The money has just been credited, thank you very much.
Automatic translation:
Public
Public
10 months ago
Dear voyltsos,
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,
Natalia
Casino.Guru
