MyEmpire Casino - Игрок считает, что вывод его средств задерживается.

Good evening this is the second time I am complaining about this casino I have made two withdrawals since 5/1/2025 and still it has not even proceeded and seems to be in processing, the same had happened with a withdrawal I had made to this casino five months ago that took me 12 days I have Snapshots and videos proving that I have won this money but also that the withdrawal makes three business days which have passed please enforce this issue , I look forward to your reply thank you 

Dear kostourosmarinos,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Hello Nick , My account does not need verification however I am waiting for my withdrawal because I need this money for my loan , and I must pay it until 16/1 thanks best regards

As you will see, they also confirm it to me, and this conversation is today 1/13

Όπως θα δείτε μου το επιβεβαιώνουν και αυτοί , και αυτή η συνομιλία είναι σήμερα 13/1

As you see they say the same thing, https://jmp.sh/s/XLff0Py8O475UI1nYlr8

still nothing I contact them every day and the say me same things and it’s very important because I need this money until 21 of January for pay my loan please do something thank you and sorry

Thank you kostourosmarinos for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear kostourosmarinos,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite MyEmpire Casino representative to join this conversation.

Dear MyEmpire Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Hi , initially I had two withdrawals pending or one of them was completed yesterday , the other one which is 500€ has not been completed could we wait until tomorrow afternoon because I believe it will be completed tomorrow as I was told ? Thanks 

Good morning just before I contact with the casino and they tell me the same thing, it was two withdrawals one from five January and one from seven January I receive the one of two specifically the 7th of January on my bank account but the other from five January it still under review from the casino it’s 15 days waiting and still nothing

Good evening I just received the money thank you very much the team that contributed to this but also my empire casino for resolving my issue my complaint can be closed I am happy thank you very much !! The complaint can now close

Dear kostourosmarinos ,

We are happy to hear that you had received your funds .

Best Regards

MyEmpire Team

Dear kostourosmarinos,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Mirka

Casino.Guru