MyEmpire Casino - As retiradas dos jogadores foram atrasadas e o acesso aos jogos bloqueado.

The My Empire Casino has only paid me $3000 from my $14,000 winnings. I've been waiting for the next $1000 for 2 weeks now!! They use technical issues and delays as an excuse!! Moreover, I have been unexpectedly barred from all my favorite and other games. They suggested clearing my browser data as a solution, and while this worked for My Empire initially, I was subsequently blocked there as well!! I've lost the remaining $10,600 in my account out of frustration!! However, I at least want to get the remaining $1000 paid out!!

Das Casino My Empire hat mir von meinen gewonnenen 14.000 3000.- ausgezahlt U auf die nächsten 1000 warte ich nun schon seit 2 Wochen!! Als Ausrede verwenden Sie technische Probleme und Verzögerung!! Außerdem ist man bei sämtlichen meiner Lieblings- und sonstigen Spiele einfach gesperrt worden, als Ausrede kam Browserdaten loeschen und auch das My Empire funktioniert nur am Anfang, und dann ist man dort auch gesperrt!! Die 10.600, die ich noch am Konto hatte, habe ich jetzt aus Frust wieder verloren!! Aber ich möchte wenigstens die 1000 noch ausbezahlt bekommen!!

Dear Barbarao3,

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.

Could you please specify when exactly you submitted the withdrawal request for $1000? What is the status of your withdrawal request - is it pending or approved?

Have you accumulated your winnings with or without an active bonus?

Please forward any relevant communication between you and the casino regarding this issue to veronika.l@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible.

Best regards, 

Veronika

Thank you very much, the case is closed, I received the remaining payout!!

Vielen Dank, der Fall ist erledigt, habe die restliche Auszahlung erhalten!!

Dear Barbarao3,

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,

Veronika

Casino.Guru