MyEmpire Casino - A retirada do jogador está atrasada.

Hello,

I deposited €300 on November 8th, 2024 and was able to win €4180. I have already requested €500 of this 3 times on November 8th, 2024.

Verification has not been completed yet because the casino is not asking for any documents yet. In my verification tab it says that my account does not require verification at the moment.

I have been waiting for my payout for 11 days now and nothing has happened. The live chat has been telling me to be patient for days but I have run out of patience and that is why I have decided to write this complaint.

I hope you can help me solve the case.

kind regards,

Michael G*****

Hallo,

Ich habe am 8.11.2024 300€ eingezahlt und konnte 4180€ gewinnen. Davon habe ich schon 3x 500€ am 8.11.2024 beantragt.

Die Verifizierung ist noch nicht erfolgt, da das Casino noch nach keinen Dokumenten fragt. In meinem Verifizierungs-Tab steht geschrieben, dass für mein Konto im Moment keine Verifizierung erforderlich ist.

Seit 11 Tagen warte ich nun schon auf meine Auszahlung und es passiert nichts. Der Live-Chat sagt seit Tagen schon, das ich mich gedulden soll aber meine Geduld ist nun am Ende und deswegen habe ich mich entschlossen diese Beschwerde zu verfassen.

Ich hoffe Sie können mir helfen den Fall zu lösen.

freundliche Grüße,

Michael G*****

Dear Popy71,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

Are your withdrawal requests still pending or already approved?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Hello Dominika,

My withdrawal requests are still pending.

My winnings were made with real money without a bonus being active.

Regarding communication, I have not saved any chat transcripts. I was only told in the live chat that I should continue to be patient.

Best regards,

Michael G*****

Hallo Dominika,

Meine Auszahlungsanträge sind noch ausstehend.

Meine Gewinne wurden mit Echtgeld erzielt, ohne das ein Bonus aktiv war.

Bezüglich der Kommunikation habe ich keine Chat Transkripte gesichert. Mir wurde im Live-Chat nur mitgeteilt, das ich mich weiterhin gedulden soll.

liebe Grüße,

Michael G*****

Hello Dominika,

Yesterday, 3x €500 were paid out. I have now requested new payouts and ask that the complaint not be closed until all winnings have been paid out.

Thank you very much for your great help and kind regards,

Michael

Hallo Dominika,

gestern wurden 3x 500€ ausbezahlt. Ich habe nun neue Auszahlungen beantragt und bitte darum die Beschwerde erst zu schließen, sobald alle Gewinne ausgezahlt wurden.

lieben Dank für die tolle Hilfe und liebe Grüße,

Michael

Dear Popy71, thank you very much for the update.

Have you already requested new withdrawals?

Hello Dominika,

Yes, I have already applied for 2x 500€ and am waiting for the payment.

Best regards,

Michael

Hallo Dominika,

ja, ich habe bereits 2x 500€ neu beantragt und warte auf die Auszahlung.

liebe Grüße,

Michael

Dear Popy71, do you have any updates regarding the withdrawals?

Hello Dominika,

No, unfortunately not yet. I suspect that payouts generally take a long time at this casino.

I will keep you updated.

Best regards,

Michael

Hallo Dominika,

nein, leider noch nicht. Ich vermute, das es in diesem Casino generell lange dauert mit den Auszahlungen.

Ich halte Sie auf dem laufenden.

liebe Grüße,

Michael

Thank you very much, Popy71, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.

Dear Popy71,

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

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.

Dear Popy71,

We would kindly request to provide us the requested documents as soon as possible in order to verify your account and be able to proceed with your withdrawal requests.

Thank you in advance.

Kind Regards

MyEmpire Casino Team

Hello My Empire Casino Team,

I have uploaded all the necessary documents to my My Empire account. If you need any further documents, please let me know.

kind regards,

Michael

Hallo My Empire Casino Team,

ich habe ihnen alle erforderlichen Unterlagen in meinem My Empire Account hochgeladen. Sollten Sie noch weitere Unterlagen benötigen, geben sie bitte Bescheid.

freundliche Grüße,

Michael

Dear Popy71,

Could you please confirm, if you have received any update regarding your verification process?

Thank you.

Hello Mirka,

I verified myself at My Empire Casino with all the requested documents. The last step was a selfie of me with my ID in my hand in front of the screen with My Empire Casino in the background.

I uploaded this selfie on December 20, 2024, as you can see in the screenshot below.

As it says there, I should be notified after the test. Unfortunately, I have not received this notification to date.

Instead, on the verification page of My Empire Casino, the status is again that I have to verify myself. Here is the screenshot of it:

Perhaps the representative of My Empire Casino can help clarify the matter.

Best regards,

Michael

Hallo Mirka,

ich habe mich beim My Empire Casino mit allen angeforderten Dokumenten verifiziert. Der letzte Schritt war ein Selfie von mir mit meinem Ausweis in meiner Hand vor dem Bildschirm, auf dem das My Empire Casino im Hintergrund zu sehen ist.

Dieses Selfie habe ich am 20.12.2024 hochgeladen, wie sie auch auf dem folgenden Screenshot sehen können.

Wie dort zu lesen ist, sollte ich nach der Prüfung benachrichtigt werden. Diese Benachrichtigung habe ich leider bis heute nicht erhalten.

Stattdessen ist auf der Verifizierung Seite vom My Empire Casino erneut der Satus, das ich mich verifizieren muss. Hier der Screenshot davon:

Vielleicht kann der Vertreter des My Empire Casinos zur Aufklärung beitragen.

liebe Grüße,

Michael

Hello Mirka,

Right after my last message here, I checked the verification page of My Empire Casino again. Right now it says that my account has been successfully verified.

Best regards,

Michael

Hallo Mirka,

genau nach meiner letzten Nachricht hier, habe ich noch einmal auf der Verifizierungs-Seite von My Empire Casino nachgesehen. Genau jetzt steht dort, dass mein Konto erfolgreich verifiziert wurde.

Liebe Grüße,

Michael

Hello Mirka,

Now I hope that the payments will be made and therefore ask that the case not be closed yet.

Thank you,

Michael

Hallo Mirka,

Nun hoffe ich, das die Auszahlungen auch getätigt werden und bitte deshalb, den Fall noch nicht zu schließen.

vielen Dank,

Michael

Hello Mirka,

I have 3 pending withdrawals since November 21, 2024. I would like a statement from the casino as to why these have not yet been processed?

Best regards,

Michael

Hallo Mirka,

ich habe 3 ausstehende Auszahlungen seit dem 21. November 2024. Ich bitte um Stellungnahme des Casinos, weshalb diese noch nicht bearbeitet worden sind?

liebe Grüße,

Michael

Dear MyEmpire Casino,

Could you please clarify, when the player can expect to receive his withdrawals?

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.

Hello Mirka,

the casino recently paid out 3x500€.

There are still 1180€ left, of which 2x500€ have currently been requested for payment.

Best regards,

Michael

Hallo Mirka,

das Casino hat kürzlich 3x500€ ausgezahlt.

übrig sind noch 1180€, wovon aktuell 2x500€ zur Auszahlung beantragt sind.

liebe Grüße,

Michael

Dear Popy71,

Could you please confirm, if you have received any following withdrawals since your last message?

Thank you.

Hello Mirka,

Since the last payout, there are currently still 1180€ outstanding.

Best regards,

Michael

Hallo Mirka,

seit der letzten Auszahlung sind aktuell immer noch 1180€ ausstehend.

liebe Grüße,

Michael

Dear Popy71,

Have you received any other payouts, or approvals of withdrawal requests?

Hello Mirka,

No, there are still 1180€ outstanding, which I have also requested for withdrawal.

Best regards,

Michael

Hallo Mirka,

nein, es sind immer noch 1180€ offen, die ich auch zur Auszahlung beantragt habe.

liebe Grüße,

Michael

Dear all,

Thank you for reaching out!

Please be informed that there are currently 3 pending withdrawals on the customer's account.

We will aim to process them with the highest priority.

Best regards,

MyEmpire team

Hello Mirka,

Everything has been transferred in full.

Thank you for your great support.

best regards,

Michael

Hallo Mirka,

Es ist alles komplett überwiesen worden.

Danke für die tolle Unterstützung von euch.

lieben Gruße,

Michael

Dear Popy71,

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