MyEmpire Casino - Withdrawal of player's winnings has been delayed.

Hey.

I withdrawed 750$ cad from myempire casino.

I checked if I needed verification or not and it said i didnt. I've been a member since 2023.

Never had an issue till now.

I have screenshot providing the support team promised Me that its done with the checks and is being waited on by the finance team to process the withdrawal. I got told this many of times. It was suppose to be due 1-3 days later as promised from first attempt to withdraw.

I've been living in Canada since last year, I had a son here on the way but he died in February 3 days before his due date sadly.

So my permanent residency has been delayed here.

Now kyc has been triggered after being promised my withdrawal would of been done by the Friday. Kyc was triggered on the next Monday.

I explained my situation countless amounts of times until I got a support adviser by the name of seamus.

He has been helpful so far.

Since I couldn't upload my uk ID for kyc and I don't have my canadian id yet due to circumstances. Seamus kindly said if I could send him proof of a letter or email from the Canadian embassy providing my application is being processed.

Which I did and I gave it to him to forward since the kyc system doesn't accept screenshot or anything electronically just a physical photo option. Which I couldn't do since my application is online in canadian embassy ircc portal.

So he forwarded the documents for me.

The next day goes forward and I ask him on live chat again what's happening. He then said by tomorrow I will have a response.

I received an email from the support team, on the same email handle seamus was using. But a different support adviser even tho it was seamus personally emailing me.

She or he was asking for all my documents again but not understanding my situation.

I've contacted live chat again numerous times.

I don't know how to go forward and everytime I have to explain this is very frustrating.

Please help

I have many screenshot and proof.

Dear jamdiscord89,

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

I need help with the kyc.

I'm providing everything they have asked for and they keep rejecting and saying something new.

Thank you for your reply, jamdiscord89. Could you please clarify which documents you have already provided and when exactly you sent the last one? Has the casino approved all the documents that you have provided so far?

I have sent my uk id for photo id as I didn't have canadian yet.

I have sent what seamus requested from me.

I got told I will get a response by the next day.

I got emailed the next day from a entirely diffrent customer agent who doesnt know what me and seamus was doing.

saying the same stuff as when I first spoke to them.

Im getting no where with them.



Also to clarify I have sent what seamus asked of me

A bank statement

And canadian authority confirming my application

This was before the kyc was triggered btw they was confirming that my payment is to be done.

Still no luck. I spoke to multiple Live agents and they informed me I would have my decision soon by now.

Still nothing.

I've emailed them also and they have stopped replying.

Also they are still sending me advertising emails promoting there site to me for deposit bonus.

Okay now they ended live chat on me when I told them I was involving casino guru.

They ended it again now.

Is there anyway I can show you guys the email transcripts

Thank you very much, jamdiscord89, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Hello jamdiscord89,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a MyEmpire Casino representative to join this conversation and participate in resolving this complaint.

Dear MyEmpire Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

I got told by 3 customer support agents that no checks needed and no kyc needed the withdrawal will be processed and it had been escalated to the finance team to process.

Then a week later they asked for KYC. Even though I asked if all checks are done and they said yes I have proof of this I will attach a screenshot but I have the whole chat transcripts. Is there anyway I can email you guys the chat logs?

Here.



Dear All,

Thank you for reaching us out.

We'd like to point out that currently the customer is going through verification process and some of the documents provided by the customer aren't in line with what we have requested.

Currently we're waiting for these documents/actions from the customer:

• ID / Residence Permit - The customer noted that he doesn't have a Canadian ID, so we're waiting for Residence Permit. The document provided earlier wasn't accepted due to the fact it was a screenshot. It must be an original file in the PDF format.
• Proof of address - The customer provided a statement from a digital bank account, that we can't accept. We need a document not older than 6 months. Such as a utility bill (water, gas, energy) or bank statement in PDF. We do not accept internet/cell phone/telephone/TV bills, bank slips or digital bank account statements.

    Our KYC team might accept your Residence Permit as Proof of address too. 

• Login without VPN - The customer needs to turn off VPN, contact Live Chat and inform them about it. After that, we'll forward this information for checking.

Dear jamdiscord89, please upload these documents in the Verification section of our website. In case of any difficulties, you can send them by email.

We apologize for any misleading information that could be provided earlier and look forward to your cooperation. After the documents are provided and checked, we'll make sure your withdrawal requests will be processed shortly with priority.

Kind regards,

MyEmpire team

This is wrong. Seamus handled the documents for me.

I have proof of it.

As you know I'm in Canada and I don't have canadian ID as of yet.

I provided the Canadian authorities letter provided by seamus. How can it be an original file in pdf if the file wasn't originally in pdf?

And You are lying. I have many chats even my last one saying that the information is OK.

The main issue is. I got told my withdrawal would of been done.

On day 5 of delayed payment then I got asked for KYC

I have full proof providing everything

Also how can I upload a not digital bank statement in pdf? Lol it has to be digital to be on the Internet.

My bank is not a digital bank either. RBC bank and PC financial are very known banks

Can casino guru help with this they are lieng.

And seamus has already told you guys I'm not using vpn

How can they ask for kyc on day 5 of delayed payment when they told me all kyc is OK and my payment is waiting to be processed. Liers.

You see they ask me email the documents and I do if and this is all they replie with.

They just go In circles time wasting.



They have been lieng and lieng to me. Still no response back from them as advised.

I shouldn't have to wait for my withdrawal then verify.

I got told my withdrawals will be processed . Then asked for kyc. But when u provide kyc and u its error they make up lies over and over

Hello jamdiscord89,

Could you follow the casino's instructions? You need to provide an ID/residence permit and proof of address in PDF format.

I'll be awaiting your reply.

Hey Stefan I have already over 5 times.

Even one of there colleagues has been trying to get this resolved.

My main issue is that I didn't need to verify for my withdrawal. I have written confirmation that its fine.

Since I been a customer since 2023. Here's the proof .

They lie and lie.

One person said one thing and then the other contradicts by saying a different thing.

I have DONE everything they have asked me too.

Hello jamdiscord89,

Did you upload these documents in the Verification section?

I'll be awaiting your reply.

Yes but the documents that was requested by "Seamus" wasn't possible to upload via the website.

He manually sent them for me.

I managed to speak to him again 2 to 3 days ago.

I then received an email yesterday asking for my crypto wallet address for manual withdrawal.

Then 3 minutes after that email I had another stating they are closing my account and will send back my last deposit of 34 cad?

Apparently I'm using a vpn even though it's been confirmed by 3 different agents and I have PROOF of that.

And that my documents didn't pass because I didn't upload them? Even though seamus and felix have both forwarded them 3 times.

They have ignored everything seamus has done.

I don't know if they are processing my withdrawal or not though because they asked for my wallet for a withdrawal or do they mean the 34 cad which is nothing btw I deposited more then that since 2023.

Hello jamdiscord89,

Could you state the reason why you were using the VPN to access the casino?

I'll be awaiting your reply.

I didn't use vpn. I have this confirmed by 2 different agents screenshotted above.

So now they emailed me stating they withdrawed all my funds on 12ths but then emailed me back to say its misinformation. They are the biggest scammers ever even though there agents have confirmed to them everything they have ignored all.

I have only received the 34 cad not the 716

Dear MyEmpire Casino,

Could you provide us with the payment method was used to fund the player with 716 CAD? Almost one week has passed and the player hasn't received the funds.

I'll be awaiting your reply.

Dear All,

Please be informed, that the customer's account was closed in accordance with our terms, as he failed to verify his account and provide us with the requested documents (Canadian ID or Residence permit in PDF format). The customer provided us several times with some modified screenshot of a document instead and didn't follow our instructions.

2.3 Residents of the following countries (the "Excluded Jurisdictions"): Afghanistan, Belarus, Bulgaria, Curaçao, Cyprus, Denmark, Estonia, Iran, Iraq, Israel, Lithuania, Malta, the Republic of Moldova, Romania, Russia, North Korea, Netherlands, Sweden, Ukraine (including the territory of Crimea), United Kingdom, United States of America, Cote d’ivoire, Armenia, Georgia do not have the right to open accounts with our Website or add monetary funds to their accounts. We reserve the right to change the list of Excluded Jurisdictions at our sole and absolute discretion and without forewarning. All such changes will be published on our Website. You must check the Terms frequently to make sure you are not located in any of the Excluded Jurisdictions as updated from time to time. If you live in or are located in one of these jurisdictions, you agree not to open and/or use your account on the Website and to immediately close your account if you have previously opened it.

We informed the customer about it and also about the fact that we would refund only the last deposit amount without any winnings obtained.

Kind regards,

MyEmpire team

They have changed the answer 2 different times now and misinformation for over a month.

I have full screenshot saying its fine

i also have an email saying they will pay me it and only give me 34 cad.

I also sent them the file in pdf and SEAMUS DID TOO! so why are they saying I provided it when there colleague did

Where is my 716 cad

"Withdrawal completed"

Hello jamdiscord89,

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Stefan, Casino.Guru 

We’ve reopened this complaint at the request of jamdiscord89. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello jamdiscord89,

Have you received the funds from the casino?

No I haven't. I only received the second amount of 34 cad.

When I asked for the other withdrawal they lied and said I won't get it now because of me using a vpn which I Haven't and I have proof of this in screenshots. Please read this I beg you Stefan. I have screenshot from there colleagues confirming multiple times regarding the vpn issue.

They already confirmed they made the withdrawal of 716 cad. How can you lie again and say its completed then say its cancelled.

From the beginning which I have documented that they have told me multiple lies.

Hello jamdiscord89,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello jamdiscord89,

Thank you for your response and the information provided.

Dear MyEmpire Casino,

Could you state why the player's withdrawal of 716 USD was cancelled?

I'll be awaiting your reply.

They said that due to me not providing my details and vpn.

But I have provided proof of everything and had 2 colleagues confirm I'm not using vpn.

They said I got paid and then changed there minds. You seen I been lied to throughout this

Also stefan please look. They paid me the 34 cad after the withdrawal of 716 cad.

How can they give me a withdrawal In future and cancel the big amount before?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

@myempirecasino

Anything to say?

Hello jamdiscord89,

I contacted the casino outside the complaint thread and will extend the timer by an additional seven days. I hope we get a response from their side.

Your patience is much appreciated.

Dear All,

Please be informed, that we already answered to this above.

The customer confirmed that he's a citizen of United Kingdom and failed to provide us with the requested documents (Canadian ID or Residence permit in PDF format).

3.2 Residents of the following countries (the "Excluded Jurisdictions"): Afghanistan, Armenia, Belarus, Belgium, Bulgaria, China, Curaçao, Cyprus, Denmark, Estonia, France, Georgia, Greece, Iran, Iraq, Israel, Lithuania, Malta, the Republic of Moldova, Myanmar, Romania, Russia, North Korea, Netherlands, Netherlands Antilles, Spain, Sweden, Ukraine (including the territory of Crimea), United Kingdom, United States of America, Cote d’ivoire do not have the right to open accounts with our Website or add monetary funds to their accounts. We reserve the right to change the list of Excluded Jurisdictions at our sole and absolute discretion and without forewarning. All such changes will be published on our Website. You must check the Terms frequently to make sure you are not located in any of the Excluded Jurisdictions as updated from time to time. If you live in or are located in one of these jurisdictions, you agree not to open and/or use your account on the Website and to immediately close your account if you have previously opened it.

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

<...> void any winnings obtained, cancel any pending withdrawals and refund the last deposit made into the account;

Winnings were confiscated and we refunded the customer's last deposit in amount of 34 CAD for breaching our Terms and Conditions.

Kind regards,

MyEmpire team

How is that the case though I explained to you my situation with my son dieng in Canada and I obviously have been dealing with that so I haven't been able to deal with my PR application as it had been delayed due to circumstances.

Your colleague seamus ASKED ME to send different documents providing my status in Canada. Which I DID.

You failed to read his messages and ignored all the work him and me and felix did due to your poor communication.

I have full proof of everything. As casino guru can see.

So why did you only refund 34 cad why didn't you refund my WHOLE total deposits.

You guys just basically let me withdraw my cash.

Informed me that I would be getting it by a certain date. Then lied about it and said I won't get it now until certain procedure has finished.

You also illegally provided my wrong lawful information.

You on black and white said you will refund me then said oh sorry that's an error. You have to fulfill your promises.

Here is the proof.

p.s YOUR COLLEGAUES ALL ACCEPTED MY EVIDENCE

Dear MyEmpire Casino,

Thank you for your response and the information provided.

Could you state which country the player has entered into the registration form while registering the account?

I'll be awaiting your reply.

Dear Stefan,

Canada it is.

Kind regards,

MyEmpire team

Hello jamdiscord89,

Is there any reason you did not provide the casino with a Canadian ID or Residence permit in PDF format? Without providing such documents, you won't be able to receive any funds.

Your understanding is much appreciated.

I'll be awaiting your reply.

I did give them the documents. Seamus and felix forwarded it.

Here is all the screenshot just from seamus alone I have plenty others showing me sending the correct documents.

Seamus asked a manager if I could have a different type of ID verification due to my circumstances and I GOT AWARDED THE MONEY AS YOU CAN SEE THEY SAID 750CAD WITHDRAWAL BUT NOW THEY SAY ITS DUE TOO NOT GIVING DOCUMENTS HOW? IF THEY ALREADY OKAYED IT.

here is all relevant evidence

I will take it to court if not. I'm fed up of t









Dear MyEmpire Casino,

Did you manage to receive the documents from the player?

I'll be awaiting your reply.

They did. Since they offered me the withdrawal.

Dear Stefan,

We've sent you an email with all the details in regard to this case. Please check it.

Kind regards,

MyEmpire team

No. You can't email you have to put it public.

I've put all the evidence here.

Your colleagues in black and white have accepted my proof etc since I got granted the refund

Hello jamdiscord89,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello jamdiscord89,

You will have to provide the casino with an original .pdf file of your Canadian Residence Permit. You have provided the casino with the modified document, which cannot be accepted.

Your understanding is much appreciated.

It isn't an original pdf though? I got sent it as a document via email

Hello jamdiscord89,

The document was edited using the ILovePDF. The casino requires the original PDF file of the Canadian Residence Permit. Could you also state if you have used the VPN?

I'll be awaiting your reply.

Who ever once said it was a pdf to begin with? I already been confirmed by there colleagues that it was fine. I wasn’t using vpn. I flew back to the uk temporarily and back.

Hello jamdiscord89,

Are you currently residing in Canada? Is there any reason you can't provide the original PDF file of your Canadian Residence Permit?

I'll be awaiting you reply.

Yes because it wasn’t issued as a pdf. They asked for that format doesn’t mean it was originally pdf. Seamus uniquely asked what I could provide and I said I could provide that and he said that should be ok. There website only lets you upload files via pdf files. This file isn’t a pdf

Hello jamdiscord89,

Could you respond to my previous question about whether you currently reside in Canada?

I'll be awaiting your reply.

Not right now no. I had to come back due to me losing a child.

what I don’t understand is they already agreed to the withdrawal numerous times. Your missing all the evidence at the start of this

Hello jamdiscord89,

I would like to ask you if you could provide us with some utility bills from Canada and any plane tickets you flew from Canada to the UK.

Could you state if you applied for a Canadian Residence Permit in Canada or at the embassy in the United Kingdom?

I'll be awaiting your reply.

No problem. Can I provide a bank statement from a Canadian bank?

My utilities was in my partners name.

I have provided bank statement though. Alongside my flight.