The player from North Rhine-Westphalia submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
MyEmpire Casino - Withdrawal of player's winnings has been delayed.
Amount: €500
MyEmpire Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
I requested a payout of €500 on 01.08. This should have been processed within 3 days.
Today, on 03.08, I see that the €500 payout has been rejected by the casino and returned to my player account. I have not even been informed. A verification is not necessary, but I can't perform it myself.
The live support is only for show, it's completely useless. The casino claims it's not their fault and that I may have provided the wrong information. However, payout to the Mastercard I initially deposited with, can't be wrong.
As I'm convinced that Rabidi N.V.'s operating method and their system are deliberately unfavorable towards the players, I am filing a preemptive complaint.
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1 year ago
Dear Marco123,
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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 year ago
Translation
The problem is that the payment is not processed at all. On the contrary, it is being delayed and I am being stalled.
The payout was declined by the casino after 3 days without informing me. Now I get an error message that I can't even request a payout. €500 are on the player account. I can't even close my player account because of the balance.
So I asked for manual payout. Live support keeps saying something different. The payout is queued, although the funds are still in the player's account. How does it work? They didn't even want to give me the email of the responsible department. Then suddenly the finance department is closed.
Now I'm supposed to wait another 3 days until it's processed, plus the weekend comes on top. I'm just supposed to wait for the next excuses from the casino. What can I do for the provider's problems? I actually expect that my request will be processed immediately if I have fulfilled the conditions of the withdrawal of 3 days waiting time, but the casino is causing the problems.
For me the case is clear. The provider Rabidi NV consciously uses these means and procedures so that players just gamble away everything again. The provider would normally have to be on a blacklist so that every player is warned.
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1 year ago
Translation
case can be closed.
On insistence, the amount was paid out today via LTC.
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1 year ago
Dear Marco123,
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,
Kristina
Casino.Guru
