A German player experienced difficulties when attempting to withdraw a total of 20,000 Euros in winnings. Despite contacting support numerous times, the player only received excuses about delays with the first 2 withdrawals totaling 500 Euros. We reached out to the casino, which stated that some withdrawals had been processed and advised the player to request further withdrawals. The player stopped responding to follow-up communications, leading us to close the complaint due to lack of cooperation.
MyEmpire Casino - Player struggles with delayed withdrawal.
Amount: €20,000
MyEmpire Casino
Safety Index:Very highSafety Index
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9.2
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
6 months ago
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7 months ago
Translation
I won a total of 20,000 Euros in real cash, but I have already run into issues with the first 2 withdrawals of a total of 500 Euros. (More is not possible per withdrawal due to VIP1 status). I've contacted support multiple times via chat and email. All I get are excuses about alleged delays. There's no progress and it smells like a scam.
Automatic translation:
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7 months ago
Hello retsch80,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with MyEmpire Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Since when is the withdrawal pending? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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7 months ago
Translation
Hello, the money was earned purely with real money because no bonus was activated and according to the customer account it is not activated either. The last contact with support was today via chat, but again only a pre-written standard text came (I am sorry about the delay in your payout. I have forwarded a request to speed up the process to the finance department and can assure you that your payout will be processed as soon as possible. Please expect a notification by email) as so often the same answer that there are supposedly delays. According to MyEmpire's terms and conditions, the payout has been overdue since April 26, 2024. The account is not verified and there is no request from MyEmpire for this. An offer for verification from me on April 28, 2024 was rejected because according to the response from support, this can only be done if the financial service provider wants it. The payout has been due since April 22, 2024
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7 months ago
Translation
To date, I have not received any payout. Always the same excuses and delaying tactics. I have now reported the site to the gambling authorities (AöR and GGL) and will do everything I can to ensure that the site is no longer accessible from Germany.
Edited
Automatic translation:
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7 months ago
Thank you retsch80 for all the information provided. I will now forward your complaint to my colleague Katka (katarina.d@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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7 months ago
Dear retsch80,
My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.
Now, I would like to invite MyEmpire Casino representative to join this conversation.
Dear MyEmpire Casino, could you please provide more information about this case?
Looking forward to your reply.
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7 months ago
Dear all,
Thank you for reaching out!
Please be informed that several of the customer's withdrawals have been processed from our side.
We will do our best to process the remaining payments as soon as possible.
Additionally, we see that currently there is only one active withdrawal request on the customer's account. If you wish to request another withdrawal of the remaining balance - feel free to do so.
We hope this helps resolve the matter.
Best regards,
MyEmpire Team
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7 months ago
Dear MyEmpire Casino,
thank you for your prompt reply.
Dear retsch80,
I understand the frustration of not being able to withdraw all of your winnings at once. But unfortunately, since those rules are clearly written in their terms and conditions, casino is acting accordingly. You may try to apply for an exemption to higher the maximum limit in this case. Sometimes casinos bent this rule a little. However, there is no guarantee.
How many withdrawals have already been processed, please?
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7 months ago
Dear retsch80,
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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6 months ago
Dear all,
Unfortunately, we’re forced to reject this case because retsch80 has stopped responding to our messages and questions. Without retsch80 cooperation, we’re not able to proceed with the investigation or suggest possible solutions.
The player can reopen this complaint anytime.
