MyEmpire Casino - Player’s withdrawal is delayed.

I submitted a withdrawal request for €200 fourteen days ago, and it is still at the initial stage "under review." Every time I contact them, they tell me the same thing.

Dear focaras,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Good evening,

In the verification tab it says "My account does not require verification"

I have contacted the chat and they haven't told me that there is any pending action on my part these are 2 different withdrawal requests one €80 and one €120 (literally I did them to see if the company is reliable and apparently they are not)

On the second withdrawal I had a bonus whose winnings were taken from my account as soon as I completed the spin-off and it was more than what you can win with an active bonus (I wasn't informed about that either)

Thank you for your reply, focaras. Could you please post a screenshot of your withdrawal history here in this thread?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

The conversations are on the chat I don't know how to find them even yesterday they told me that the financial department has been informed and they will try to put the money to me yesterday but still nothing has happened

Thank you very much, focaras, for your cooperation. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear focaras, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite MyEmpire Casino representative to join this conversation. 

Dear MyEmpire Casino, could you please provide more information about this case? 

Looking forward to your reply.

Dear all,

Thank you for contacting us.

We would like to let you know that both of the withdrawals are complete and paid out on our side.

Best Regards

MyEmpire Casino Team

Dear MyEmpire Casino,

thank you for the update.

Dear focaras, 

could you please advise if you have received the payment?

Good evening, I received it

Dear focaras,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Katarina Duboak 

Casino.Guru