The player from Italy had two pending withdrawal requests on the MyEmpire site, totaling 1,500 euros. Despite customer support advising to wait, a week had passed, and the withdrawals remained unprocessed. We advised the player to be patient and wait for the standard processing time of up to 14 days. The player later confirmed that the issue was resolved as the money had arrived. The complaint was marked as resolved.
MyEmpire Casino - Player’s withdrawals have been delayed.
Amount: €1,500
MyEmpire Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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5 months ago
Translation
On the MyEmpire site, I have two withdrawal requests—one for 800 euros and another for 700 euros. The second withdrawal was requested via bank transfer. Neither of these amounts has been credited to me yet. Customer support keeps telling me to wait, but both withdrawals are still pending. It’s been a week now, and I'm getting seriously worried. Please help.
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5 months ago
Dear Stellina,
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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5 months ago
Translation
Good morning first of all Thanks for the reply, the site does not require further checks, I understand the wait for the payment I know that the banking times can take days but the point is that they have not even been cleared and this makes me very worried because here they are not it's about €10, but it's about 1500... I would like to get the winnings back as it should be.
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5 months ago
Translation
Please help me the support always says delay delay doesn't provide explanations I'm very worried
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5 months ago
Dear Stellina,
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
