The player from Greece had requested withdrawals of €300 and €373, but after 8 days and 2-3 days respectively, did not receive anything. The casino attributed the delay to a heavy workload in the finance department. We advised patience, and after extending the response time by 7 days, the complaint was ultimately rejected due to the player's lack of response.
MyEmpire Casino - Player’s withdrawals have been delayed.
Amount: €673
MyEmpire Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 week ago
Public
Public
5 months ago
Translation
I have requested two withdrawals. The first one for €300 and the second one for €373. The first withdrawal request was made 8 days ago and the second one 2-3 days ago. I still haven't received anything. After numerous communications, they keep telling me about the heavy workload of the finance department, etc. It's just shameful. The worst experience ever.
Automatic translation:
Public
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5 months ago
Dear johnakis2072,
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,
Petronela
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5 months ago
Dear johnakis2072,
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.
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5 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
