The player from Germany has requested three withdrawals of €500 each after winning €4,180 on November 8, 2024, but has not received the funds after 11 days. Although no verification documents are requested, the player has not yet been able to complete the withdrawal process.
MyEmpire Casino - Player's withdrawal is delayed.
Amount: €4,180
MyEmpire Casino
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Case opened
Current status
Waiting for Casino Guru to reply
1d 9h 25m 49s
Case summary
6 days ago
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1 month ago
Translation
Hello,
I deposited €300 on November 8th, 2024 and was able to win €4180. I have already requested €500 of this 3 times on November 8th, 2024.
Verification has not been completed yet because the casino is not asking for any documents yet. In my verification tab it says that my account does not require verification at the moment.
I have been waiting for my payout for 11 days now and nothing has happened. The live chat has been telling me to be patient for days but I have run out of patience and that is why I have decided to write this complaint.
I hope you can help me solve the case.
kind regards,
Michael G*****
Edited by a Casino Guru admin
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1 month ago
Dear Popy71,
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.
Are your withdrawal requests still pending or already approved?
Did you accumulate your winnings with or without an active bonus?
Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
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,
Dominika
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1 month ago
Translation
Hello Dominika,
My withdrawal requests are still pending.
My winnings were made with real money without a bonus being active.
Regarding communication, I have not saved any chat transcripts. I was only told in the live chat that I should continue to be patient.
Best regards,
Michael G*****
Edited by a Casino Guru admin
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1 month ago
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Hello Dominika,
Yesterday, 3x €500 were paid out. I have now requested new payouts and ask that the complaint not be closed until all winnings have been paid out.
Thank you very much for your great help and kind regards,
Michael
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1 month ago
Dear Popy71, thank you very much for the update.
Have you already requested new withdrawals?
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1 month ago
Translation
Hello Dominika,
Yes, I have already applied for 2x 500€ and am waiting for the payment.
Best regards,
Michael
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3 weeks ago
Translation
Hello Dominika,
No, unfortunately not yet. I suspect that payouts generally take a long time at this casino.
I will keep you updated.
Best regards,
Michael
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2 weeks ago
Thank you very much, Popy71, for providing the necessary information. 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.
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2 weeks ago
Dear Popy71,
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
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1 week ago
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.
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6 days ago
Dear Popy71,
We would kindly request to provide us the requested documents as soon as possible in order to verify your account and be able to proceed with your withdrawal requests.
Thank you in advance.
Kind Regards
MyEmpire Casino Team
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5 days ago
Translation
Hello My Empire Casino Team,
I have uploaded all the necessary documents to my My Empire account. If you need any further documents, please let me know.
kind regards,
Michael
Automatic translation:
Casino Guru is examining the case
