MyEmpire Casino - Player’s withdrawal is delayed.

Dear Sirs,

I made three withdrawal requests on the same day, 7/6/24: one for €300, one for €220, and one for €280, totaling €800. After three working days, on 12/6/24, only the amount of €300 was credited to me. While I was expecting the rest to follow, without any reason or notification, the remaining €500 was returned to my profile without any information. I contacted the chat support, and they mentioned that it was a technical issue from the finance department. They advised me to request a bank transfer instead of using a card. I made a new request on 12/6/24 as they advised, and I am still waiting.

Dear thanoatsig,

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,

Petronela

Thanks for your answer

No verification has been requested. It just happened for no reason. I'm waiting too

If I have news I will reply

Today 17/6/24 I was sent an email that my transaction has been completed, meaning that my money has been paid. My bank account says otherwise. There is no money inside. And I don't see anything anywhere.

I chatted with the casino and they said it takes 3-5 business days for the money to show up. In so many casinos I have played there has never been such a delay. I asked for proof of transaction to contact the bank and they told me if the time frame passes to contact them again and see. I am very afraid that I will have a big problem because the first time they claim that there was a technical error and now my money does not appear while they say that the transaction is complete

I just wish there was a delay. And may everything turn out well.

It completed successfully and I also saw my money in the bank. Let's hope it was a technical problem. Just to point out that so far I have no profit in this casino

Except for the withdrawals which are 2/3 of the money I have deposited.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, thanoatsig, for your cooperation and confirmation, and please don’t 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,

Petronela

Casino.Guru