MyEmpire Casino - Player's withdrawal is delayed.

I opened an account at Casino MY EMPIRE on 07/25, made a deposit, and won an amount of 500 reais. Since then, I've been struggling to receive my money. Every time I enter the Casino to complain about my winnings and withdrawal, they keep telling me something different.

Hello HERNANE,

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?

Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

I won with real money and they didn't ask me to verify my account. When a casino asks you to verify your account as soon as you request a withdrawal, a message automatically arrives in your e-mail and they didn't ask me to do anything either by e-mail or in the chat.

Hello HERNANE,

Since when exactly is the withdrawal pending?

From July 29th to August 6th an attendant called Poliana in the chat after I complained told me to cancel the withdrawal via Pix and do it by transfer because they were having problems with the Pix service now they said it will count all over again I have all the conversations here printed but there is no way to add it

Hello HERNANE,

Did you cancel it and request a new one through bank transfer? If yes, when exactly?

I canceled the withdrawal request on 08/05 and requested the withdrawal on 08/05 because I was forced to cancel by Poliana's request and I already spoke to them through the chat yesterday all they say is that my payment is in the queue waiting for the financier they said that there is a lot of payment and that's why it's taking a long time and this is nothing and this is a thing of Casino pilantra I have already been through this unfortunately in other casinos they are so pilantras that they do not answer my complaint

Hello HERNANE,

As stated earlier, I would recommend to wait 14 days for the withdrawal to arrive (as you have requested a new one).

I don't understand their payment system, it's written and they tell me in the chat that it takes three working days. I placed my order on 05/07 and so far they haven't paid me. I don't understand one thing. I've already answered all your questions, but have you contacted Casino or sent them a request?

Hello HERNANE,

You claimed you requested a withdrawal on August the 5th, meaning the 14 days have not passed yet. Please let us know in case it would take longer, until then we can't intervene and can advise to wait only.

Hi Nick I opened a complaint here you answered me three times with questions I opened a complaint because I am feeling harmed by this Casino my first withdrawal attempt was on 29/07 and I have not received until today the money left my account at the Casino on 18/08 and until today it has not entered my account.now I come here to ask a question this guru Casino exists for what since I made the complaint with you and until today you have not communicated the Casino .

Niki, what a crock of shit this is, you guys from Casino Guru don't even answer our questions, you don't care about the players. I'd like to know what the point of this complaints site is if you don't answer our questions, I'm still not getting paid and you don't take any action about it. instead of trying to find out from Casino myempirre about my payment, you keep coming here asking me questions.

Hello HERNANE

I hope the timer on the top of the page is clearly visible - it's there for a reason.

I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

I made all my deposits by Pix from my account directly to the Casino on the 18th they made my payment by inovapay and I did not make any deposit through this digital wallet my money went back to the Casino and I withdrew again by Pix but they do not pay me it is in my account at the Casino I made the withdrawal they keep claiming that there are many payments and that is why it is taking time 😡😡😡😡😡😡😡 and now it's 1000 reals because it came back and I played and my withdrawal is now 1000 reals.

Hello HERNANE,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I acknowledge that the circumstances surrounding this matter were less than ideal, and it is reasonable to expect that withdrawals should be processed promptly, ideally on the same day. However, the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors, such as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, it can also be discontinued at any time. Unfortunately, this is not always in the "casino's hands."

I will contact the casino to shed more light on this matter.

We would like to invite MyEmpire Casino to join the conversation.

Dear MyEmpire Casino,

Could you kindly explain the reason for the delay in processing the player's withdrawal? What payment method is guaranteed to work?

No, I don't accept your opinion on the withdrawal method. Every time I register with a casino, the first things I look at are the deposit and withdrawal methods. If there are no Pix withdrawals, I don't register with the casino. And now I'm having the same problem at Casino Fezbet . it belongs to the same group as myempirre I opened an account deposited won a week ago and I'm having trouble withdrawing.

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.

Dear HERNANE,

I wanted to follow up regarding my previous communication with the casino representative. They had mentioned that they were investigating the issue, but I have yet to receive any updates. I have reached out to them once more for clarification and am hopeful for some progress soon.

Dear all,

Thank you for reaching out!

Please be informed that the customer's withdrawal has been paid out on the 6th of September.

We hope this helps us reach the resolution of this case.

Best regards,

MyEmpire team

Yes, they paid me after 35 days, which is absurd for an online platform, god forbid.

Great news, HERNANE. I'm glad you finally received your winnigs.

I completely empathize with your frustration regarding the delay; however, it is likely that the issues I previously mentioned contributed to this situation, and such matters are not always within the casino's control. Please keep in mind that MyEmpire Casino operates on an international scale, catering to thousands of customers each day, which can occasionally lead to delays. Ultimately, the decision to continue playing at this casino or to seek alternatives rests with you. Nevertheless, I trust you will agree with me the main reason for your complaint has been resolved as you have received your winnings.

Please let me know if you need assistance with anything else or if I can proceed to close your case as resolved.

Dear HERNANE,

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.

The player has not responded to our latest inquiry; nonetheless, it is believed that the matter has been satisfactorily resolved. The player had previously acknowledged the receipt of their winnings, and no further requests for assistance have been submitted. Consequently, we consider this complaint to be effectively resolved. We will proceed to mark it as "resolved" in our records. I would like to express my gratitude to both parties for their collaboration. Should you experience any difficulties with this or any other casino in the future, please feel free to reach out to us, HERNANE.

We are here to assist you.

Best regards,  

Michal  

Casino Guru