HomeComplaintsMyEmpire Casino - Player's withdrawal is delayed.

MyEmpire Casino - Player's withdrawal is delayed.

Amount: €4,180

MyEmpire Casino
Submitted: 19 Nov 2024 | Resolved : 13 Feb 2025
Resolved Our verdict

Case closed

RESOLVED

Case summary

The player from Germany had requested three withdrawals of €500 each after winning €4,180 on November 8, 2024, but had not received the funds after 11 days. Although no verification documents were requested, the player had not yet been able to complete the withdrawal process. After extensive communication with the Complaints Team and the casino, the player confirmed that all outstanding funds had now been transferred in full. The issue was resolved, and the complaint was marked as 'resolved' by the Complaints Team.

Public
Public
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*****

Automatic translation:
Public
Public

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

Public
Public
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*****

Automatic translation:
Sensitive attachment
Sensitive attachment

Public
Public
Translation

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

Automatic translation:
Public
Public

Dear Popy71, thank you very much for the update.

Have you already requested new withdrawals?

Public
Public
Translation

Hello Dominika,


Yes, I have already applied for 2x 500€ and am waiting for the payment.


Best regards,


Michael

Automatic translation:
Public
Public

Dear Popy71, do you have any updates regarding the withdrawals?

Public
Public
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

Automatic translation:
Public
Public

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.

Public
Public

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


Public
Public

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.

Public
Public

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

Public
Public
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:
Public
Public

Dear Popy71,


Could you please confirm, if you have received any update regarding your verification process?


Thank you.

Sensitive attachment
Sensitive attachment
Translation

Hello Mirka,


I verified myself at My Empire Casino with all the requested documents. The last step was a selfie of me with my ID in my hand in front of the screen with My Empire Casino in the background.


I uploaded this selfie on December 20, 2024, as you can see in the screenshot below.

As it says there, I should be notified after the test. Unfortunately, I have not received this notification to date.


Instead, on the verification page of My Empire Casino, the status is again that I have to verify myself. Here is the screenshot of it:

Perhaps the representative of My Empire Casino can help clarify the matter.


Best regards,


Michael



Automatic translation:
Sensitive attachment
Sensitive attachment
Translation

Hello Mirka,


Right after my last message here, I checked the verification page of My Empire Casino again. Right now it says that my account has been successfully verified.

Best regards,


Michael

Automatic translation:
Public
Public
Translation

Hello Mirka,


Now I hope that the payments will be made and therefore ask that the case not be closed yet.


Thank you,


Michael

Automatic translation:
Sensitive attachment
Sensitive attachment
Translation

Hello Mirka,


I have 3 pending withdrawals since November 21, 2024. I would like a statement from the casino as to why these have not yet been processed?

Best regards,

Michael

Automatic translation:
Public
Public

Dear MyEmpire Casino,


Could you please clarify, when the player can expect to receive his withdrawals?

Public
Public

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.

Public
Public
Translation

Hello Mirka,


the casino recently paid out 3x500€.


There are still 1180€ left, of which 2x500€ have currently been requested for payment.


Best regards,


Michael

Automatic translation:
Public
Public

Dear Popy71,


Could you please confirm, if you have received any following withdrawals since your last message?


Thank you.

Public
Public
Translation

Hello Mirka,


Since the last payout, there are currently still 1180€ outstanding.


Best regards,


Michael

Automatic translation:
Public
Public

Dear Popy71,


Have you received any other payouts, or approvals of withdrawal requests?




Public
Public
Translation

Hello Mirka,


No, there are still 1180€ outstanding, which I have also requested for withdrawal.


Best regards,


Michael

Automatic translation:
Public
Public

Dear all,


Thank you for reaching out!


Please be informed that there are currently 3 pending withdrawals on the customer's account.


We will aim to process them with the highest priority.


Best regards,

MyEmpire team

Public
Public
Translation

Hello Mirka,


Everything has been transferred in full.


Thank you for your great support.


best regards,


Michael

Automatic translation:
Public
Public

Dear Popy71,


We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 


Best regards, 

Mirka

Casino.Guru 

flash-message-reviews
User reviews – Write own casino reviews and share your experience
Forum_alt
Join the discussion on our Forum and meet casino players from all over the world
scamalert_1_alt
Casino Guru employees will never ask for your password or seek access to your casino or bank account.
Follow us on social media – Daily posts, no deposit bonuses, new slots, and more
Subscribe to our newsletter for newest no deposit bonuses, new slots, and other news