The player from Finland withdrew their winnings and closed the account to prevent further play, but the funds had not appeared despite multiple contacts. Attempts to get proper answers from customer service were unsuccessful, and live chat access was terminated. A similar issue also occurred at Frumzi casino. The issue was resolved when the player confirmed receipt of the funds.
MyEmpire Casino - Player’s withdrawal is delayed.
Amount: €150
MyEmpire Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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4 months ago
Translation
About a month ago, I deposited money into the casino. I withdrew the winnings and closed my account to prevent myself from playing the money away. Despite multiple contacts, the money still hasn't appeared. I have spoken with customer service several times, but nothing helps. I can’t even get proper answers anymore. Today, I tried to ask how much money was in my account, but the conversation was simply closed, and I could no longer access the live chat. The same issue happened at a casino called Frumzi, about which I have already made a complaint.
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4 months ago
Hello Jesu55,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with MyEmpire Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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4 months ago
Translation
The account has not been confirmed because it has not been asked/required anywhere. As I remember, the money I won is a bonus and also normal raw money. The last time I spoke with the casino was yesterday, when I asked about the amount of the account balance. Then the chat was closed in the middle of everything.
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4 months ago
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Money received. All is well with MyEmpire now.
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4 months ago
Dear Jesu55,
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,
Casino.Guru
