HomeComplaintsMyEmpire Casino - Player’s withdrawal is delayed.

MyEmpire Casino - Player’s withdrawal is delayed.

Amount: €100

MyEmpire Casino
Safety Index:Very high
Submitted: 09 Jul 2024 | Case closed : 24 Jul 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

3 months ago

The player from Greece faced a delay with the withdrawal of a 100-euro win, which took over nine days instead of the advertised 1-3 days. The player did not reply to our messages and questions, consequently, the complaint was rejected.

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3 months ago
Translation

I've made a small win of 100 euros. Initially, I believed the 1-3 days they advertised for payment processing, but there was no timely payment. When I contacted customer support, they informed me that I would have to wait 3-5 days, which I did. We have now reached around the 9th day without any response. Every day I contact support, and their reaction is to close the chat after 2 to 3 automated messages, right in my face.

Automatic translation:
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3 months ago

Dear absorber,

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,

Tomas

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3 months ago

Dear absorber,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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3 months ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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