The player from Greece had submitted three withdrawal requests of €500 each but had not received any funds after three business days, despite no verification being required and no bonuses involved. The player later reported receiving one withdrawal but faced issues with two others due to changes in Greek banking regulations. After further communication, all withdrawals were eventually credited in a timely manner. The complaint was marked as resolved by the Complaints Team, and the player was encouraged to share feedback on their experience.
MyEmpire Casino - Player's withdrawal is delayed.
Amount: €1,500
MyEmpire Casino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.2
MyEmpire Casino has a Safety Index of 9.2, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
Public
Public
2 months ago
Translation
Good evening, I have requested three withdrawal requests of €500 each from this specific casino. As I mentioned, they don't require verification, I didn't receive any bonus, and this is the third business day since I requested the first withdrawal, and still nothing. What can I do?
Automatic translation:
Public
Public
2 months ago
Dear Karina1,
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 game history has been 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
Public
Public
2 months ago
Translation
Today is the sixth working day of a withdrawal, the fifth working day of the second and the third working day of the third.. Nothing has changed at all in the situation and they constantly assure me that it is in the final stage of processing and will soon be completed by the relevant department.. at the same time my they asked me to send a reminder email as well which I have done for three days but it has also been put on hold!! They are causing you a lot of stress especially for such a large amount..
Automatic translation:
Public
Public
2 months ago
Translation
I'm back with updates, one withdrawal went normally, the casino for its part sent the other two withdrawals but Greece has now put a ceiling on €500 daily as betting profits and €2500 monthly! when the other two withdrawals were canceled and I made again the application to proceed to a different time..I am now on hold until they are all completed..
Thank you very much..
Automatic translation:
Public
Public
2 months ago
Thank you for the update. I'm glad to hear that you already received your first withdrawal.
Regarding the other two withdrawals, could you please specify when exactly you submitted your withdrawal requests? What is the current status of these transactions? Are they pending or have they been processed by the casino?
Public
Public
2 months ago
Translation
The delay is not the casino's problem, but the terms of the banks in Greece have changed... now I am waiting for two more withdrawals of €500 and €400, I did each one separately so that we do not enter on the same day! I have requested withdrawals from the casino in total of €2400
Automatic translation:
Public
Public
2 months ago
I completely understand that the delay in your payments is due to Greek legislation. Nevertheless, I would still appreciate it if you could post screenshots of your transaction history here. This will help us verify whether the payments are being processed on time or if further investigation is needed. Thank you for your cooperation and understanding.
Public
Public
2 months ago
Dear Karina1,
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.
Public
Public
2 months ago
Translation
Good evening, sorry for the delay, I finally received all my withdrawals and apart from the first ones where they were really delayed all the rest were credited in a very short and fast time.. thanks for the rush
Automatic translation:
Public
Public
2 months ago
Dear Karina1,
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,
Veronika Lash
Casino.Guru
