HomeComplaintsMyEmpire Casino - Player’s withdrawal is delayed.

MyEmpire Casino - Player’s withdrawal is delayed.

Amount: €500

MyEmpire Casino
Submitted: 29 Jan 2025
Case opened Current status

Waiting for Casino Guru to reply

5d 7h 46m 51s

Case summary

The player from Germany has a pending Bitcoin withdrawal request since 01/10/25 and receives only standard responses to inquiries about the delay. Despite assurances that the withdrawal is secure, no resolution has been reached.

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Translation

I requested a withdrawal in the form of Bitcoin on 01/10/25 at 6:01 AM, and since then, the transaction has been pending.

Any inquiry regarding when to expect the money or cryptocurrency is answered with standard responses.


"I have checked your withdrawal and it seems there is a delay in processing.

I want to assure you that there is no need to worry, and your withdrawal is secure. We kindly ask for a bit of patience while your withdrawal is being processed, and we apologize for any inconvenience.

Once the process is complete, you should promptly receive a confirmation via email."


Unfortunately, a solution has not yet been reached.

Automatic translation:
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Dear BabaderElefant,

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?
  • Did you accumulate 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,

Kristina

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Translation

Hello Kristina,


I have not yet received a payout from the casino, according to the casino's statement I was verified. To be honest, I don't know for sure whether there was a bonus included. But I do know that if there was, I had fulfilled the conditions for the payout. It was not listed as bonus money but as real credit. The casino itself said in the chat that I would get the money.

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Translation

Hello?

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Thank you for your reply, BabaderElefant. Could you please advise us on the current status of your withdrawal request? Is it still marked as pending in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

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Translation

Hello Kristina,

I have attached the information I have about the process. Currently still pending and being processed.

Nothing is happening.

Kind regards

Sebastian h***

filefile

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Sensitive attachment
Sensitive attachment

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Thank you for your reply, BabaderElefant. I will now transfer your complaint to my colleague Martin (martin.l@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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Hello BabaderElefant,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the MyEmpire Casino representative to enter the discussion.


Dear casino representative, could you please check the case and explain to us what happened? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular timeframe, in which BabaderElefant can expect his withdrawal to be processed?

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Dear all,


Thank you for reaching out!


Please be informed that the customer's withdrawal was successfully paid out on 05.02.2025.


We hope this helps reach the resolution of the case.


Best regards,

MyEmpire team

Casino Guru is examining the case

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