The player from Greece had made three withdrawal requests totaling 900€ but experienced delays despite numerous communications with customer service. The player was informed that there were no problems with the account, yet the withdrawals had not been processed. After 11 days of ongoing communication with the casino’s support, the player successfully received the winnings. The complaint was marked as resolved in our system.
MyEmpire Casino - Player's withdrawal requests are delayed.
Amount: €900
MyEmpire Casino
Safety Index:Very highSafety Index
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9.2
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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3 months ago
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Hello. I made 3 withdrawal requests, 2 on Sunday, 25/7 at 19:28 for 300€ and 100€, and one on Monday, 26/7 for 500€. These sums are not winnings but money I managed to get back after depositing 1000€. I spoke with customer service many times, and they keep telling me that they have informed the relevant department, that there is no problem with my account, and that they have a high volume to process. If I had known there would be such a significant delay, I wouldn't have played at this casino.
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3 months ago
Dear Sakisgarmis,
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
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3 months ago
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Thanks in advance for your help. No I haven't made any withdrawals in the past. No, I won the money after total deposits of €988. As many times as I asked for further identification, I was told that it is not necessary and that my account is enabled.
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3 months ago
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I've been waiting for some help for 4 days and I still haven't received a reply
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3 months ago
Thank you for your reply, Sakisgarmis. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, 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.
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3 months ago
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The situation remains the same I communicate everyday and they tell me the same things that it is on track, they apologize for the delay, I will have the money soon but still nothing. Here is a snapshot from today's exchange. Withdrawal requests are still being processed
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3 months ago
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Hello Kristina. I have sent several emails with conversations with MyEmpire casino customer service in the last one you will see that they refuse to answer and close our chat. Please can you help
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3 months ago
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Hello Kristina. Can you help me in any way? I have sent you several e-mails with conversations with myempire casino. I am waiting for the money already 11 days
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3 months ago
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After 11 days of daily chats with the service department I got my money. But dear Kristina if you really want to help you should reply faster not 5 days late.
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3 months ago
Dear Sakisgarmis,
I apologize, but unfortunately, we currently have hundreds of active complaints and even though we try our best, it is not possible for us to reply immediately to all messages. We have 7 days to respond to each complaint and we always get back as soon as possible.
Nonetheless, 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,
Kristina
Casino.Guru
