The player from Austria had received only $3,000 from My Empire Casino out of her total $14,000 winnings and was struggling to secure the remaining $1,000. The casino had also blocked her access to her favorite games. After she submitted her complaint, we asked her for more details about her withdrawal request and whether she had used a bonus. However, the player informed us that she had received her remaining payout. We then marked the complaint as 'resolved' in our system.
MyEmpire Casino - Player's withdrawals have been delayed and access to games blocked.
Amount: €1,000
MyEmpire Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
Public
Public
7 months ago
Translation
The My Empire Casino has only paid me $3000 from my $14,000 winnings. I've been waiting for the next $1000 for 2 weeks now!! They use technical issues and delays as an excuse!! Moreover, I have been unexpectedly barred from all my favorite and other games. They suggested clearing my browser data as a solution, and while this worked for My Empire initially, I was subsequently blocked there as well!! I've lost the remaining $10,600 in my account out of frustration!! However, I at least want to get the remaining $1000 paid out!!
Automatic translation:
Public
Public
7 months ago
Dear Barbarao3,
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.
Could you please specify when exactly you submitted the withdrawal request for $1000? What is the status of your withdrawal request - is it pending or approved?
Have you accumulated your winnings with or without an active bonus?
Please forward any relevant communication between you and the casino regarding this issue to veronika.l@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible.
Best regards,
Veronika
Public
Public
7 months ago
Translation
Thank you very much, the case is closed, I received the remaining payout!!
Automatic translation:
Public
Public
7 months ago
Dear Barbarao3,
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
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