MyEmpire Casino - Player’s withdrawal is delayed.

Four days ago, I made a withdrawal of 1300 euros, and I am still waiting.

Dear Eraldo,

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, 

Veronika

I'm still waiting their answer was this

Thank you for keeping me informed. Have you received any of your winnings yet, or are you still waiting for both of your withdrawal requests?

Dear Eraldo,

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.

I canceled the 2 withdrawals by myself .. the one withdrawal of 500 my account was hacked and it was canceled I haven't received anything yet

Thank you for letting me know. Regrettably, we do not handle matters related to cybercrimes. If your account was hacked, your possessions have been stolen and subsequently misused, this falls under the jurisdiction of the police and your bank, rather than a mediator like us. Kindly recognize that we lack the legal authority and resources to conduct investigations or pursue prosecution of any potential culprits. Our perspective is that the responsibility for this crime lies with the individual who committed it, not with the casino. 

Have you contacted the casino after your account was hacked? Are you still using your casino account?

Dear Eraldo,

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.

Can call the complaint thank you

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.