MyEmpire Casino - Withdrawal delay problem by player from Ireland.

I withdrew my last €100.00 from my my empire casino account. And self excluded the account for personal reasons. I have been waiting for my money to be transferred into my account for around 3 months now and they just keep saying it’s with the accounts department. They requested via email my banking details four times of which I replied back with them four times. Any help regarding this would be greatly appreciated

Dear Simmy25,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MyEmpire Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly the casino didn't process the payment yet?
• Did the casino offer any explanation as to why the payment wasn't processed?
• If you have any related recent correspondence with the casino regarding the issue, please forward it to my email at tomas@casino.guru

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,

Tomas

Hi,

no so the first problem they had was they do not use the bank revoult of which I used to deposit with through out my time with them and I have received money via my revoult account from them before which I knew straight away was lies. So they asked for another banking account which I then proceeded to provide my current account of which as stated asked for the details four times of which I did provide

I understand your frustration.

Has the casino initiated the withdrawal of your winnings yet?

Could you please send me the recent correspondence between you and the casino where you discussed the issue? Send it to my email at tomas@casino.guru

Thank you very much, Simmy25, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Simmy25,

I've just reviewed your case and will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear MyEmpire Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's withdrawal request and when they can expect them to be processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Dear Customer,

Thank you for reaching out to us.

We sincerely apologize for the inconveniences due to the delay. We would like to inform that your balance of 100 EUR has been successfully processed.

Thank you for your patience!

Best Regards,

MyEmpire

Thank you for the confirmation, MyEmpire Casino.

Dear Simmy25, please let us know as soon as you receive your funds, hopefully, it won't take a long time.

Funds received thank you very much

Dear Simmy25,

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,

Natalia

Casino.Guru