The player from Spain had been waiting for a withdrawal since the 5th of May 2024. The casino's live chat and technical support had not provided a clear explanation for the delay, only stating that the withdrawal was in process. We had advised the player to wait for at least 14 days for the withdrawal to be processed, which was new information to him. The player had expressed his frustration about the lack of clear guidelines from the casino. Ultimately, the player had confirmed that he had received his winnings. We then marked the complaint as 'resolved' in our system.
MyEmpire Casino - Player's withdrawal is significantly delayed.
Amount: €500
MyEmpire Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
Sensitive attachment
Sensitive attachment
6 months ago
Translation
I made a withdrawal on the 5th of May 2024, it's now the 14th, and the live chat and technical support from the casino are not giving me a clear answer as to why my money has not been deposited into my account. They simply say that it's being processed, but they don't give me a clear answer.
Attached are screenshots of the withdrawal.
Automatic translation:
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6 months ago
Dear antoniojose23334,
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
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6 months ago
Translation
The 14 days thing is the first news I have, they never gave me an estimated deadline. I haven't verified my account but I haven't been told via live chat that it's necessary either.
They just tell me to wait and wait, I think they should give the guidelines to follow and give an estimated number of days. Before it was 5 business days now it is 14... It creates distrust but I will have to be patient and wait. As a player, when I see that I have to exhaust all avenues for the casino to pay, there is a clear decision and that is not to bet in this type of casino again. I'll take my money somewhere else.
Thanks in advance.
Automatic translation:
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6 months ago
I understand your frustration. However, based on our experience, many of the delayed payments reach the player's account up to 14 days after the withdrawal request, provided all necessary checks were passed.
Could you please advise if you received your winnings, or are you still waiting?
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6 months ago
Dear antoniojose23334,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
