MyEmpire Casino - A retirada do jogador foi adiada novamente.

Hello Casino Guru,

I requested a withdrawal on April 28th but to date it has not yet been processed. I wanted to give the casino in question a second chance but it seems they are not keeping their promises. I am coming back from a withdrawal in February/March where it took 21 days to approve the withdrawal despite having made myself available for any type of verification (KYC) and sending documentation. They promised me that the difficulties encountered during the first withdrawal would not occur again as my profile has been verified (suggested several times by me to verify it). Today I find my profile verified, withdrawal pending (it is not the first withdrawal but the third) with the same withdrawal method already used in the past and the usual delay. 8 working days have passed and still no withdrawal approved. I have contacted the chat several times now to make myself available for any further checks but the chat responds with the usual pre-set answers. I ask for your help to approve the withdrawal or resolve any problems that there are (which have not been reported to me if there were any). I also ask to lower the casino's reliability index.

Kind regards.

Salve Casino Guru,

ho richiesto un prelievo il giorno 28 Aprile ma ad oggi non risulta ancora evaso. Ho voluto dare una seconda opportunità al casinò in questione ma sembra che non mantengono le promesse. Sono reduce da un prelievo di febbraio/Marzo dove ci sono voluti ben 21 giorni per approvare il prelievo nonostante mi fossi reso disponibile a qualunque tipologia di verifica (KYC) e invio di documentazione. MI promisero che le difficoltà riscontrate durante il primo prelievo non si sarebbero più verificate in quanto il mio profilo è stato verificato (suggerito più volte da me di verificarlo). Oggi mi ritrovo il profilo verificato, prelievo in pending (non è il primo prelievo ma il terzo) con lo stesso metodo di prelievo giù utilizzato in passato e solito ritardo. Sono passati 8 giorni lavorativi e ancora nessun prelievo approvato. Ho contattato anche ora più volte la chat per rendermi disponibile a eventuali ulteriori controlli ma la chat risponde con le solite risposte pre-impostate. Richiedo il vostro aiuto per l'approvazione del prelievo o risolvere eventuali problemi che ci sono (che non mi sono stati segnalati qualora ci fossero). Chiedo, inoltre, di abbassare l'indice di affidabilità del casinò.

Cordiali.

Dear mattiapicale, 

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, for example, by 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Natalia

Good morning Casino Guru, 14 days have passed but the withdrawal has not yet been approved. I repeat that I played with my own money, without a bonus, I have a verified profile and it is not the first withdrawal that I have made. in chat they continue, for at least 7 days, to reassure me that the approval of the withdrawal is imminent but nothing changes. Casino guru can you help me please. I have also informed the Casino that I contacted you. I emphasize that I have made myself completely available to send additional documentation if they needed it or to change the withdrawal method if they needed it. But nothing changes. Help me please

Buongiorno Casino Guru, sono passati 14 giorni ma il prelievo non è ancora stato approvato. Ripeto che ho giocato con i soldi miei, senza bonus, ho il profilo verificato e non è il primo prelievo che eseguo. in chat continuano, da almeno 7 giorno, a rassicurarmi sul fatto che l'approvazione del prelievo sia imminente ma niente cambia. Casino guru puoi aiutarmi per favore. Ho provveduto ad informare anche il Casinò che vi ho contattati. Sottolineo che mi sono reso completamente disponibile a inviare documentazione utleriore qualora ne avessero avuto bisogno o a modificare il metodo di prelievo qualora ne avessero avuto bisogno. Ma nulla cambia. Aiutatemi per favore

Hello Casino Guru, today is May 14th and my withdrawal still hasn't been processed.

The 14 days have been far exceeded, not to mention the 3-5 days they promise.

In chat (I have all the transcripts) they keep promising me imminent payment for a week but now I understand that they are automatic and preset responses. Nothing changes, I'm just being fooled.

Please help me. Thank you.

Salve Casino Guru, oggi siamo al 14 Maggio è il mio prelievo ancora non risulta elaborato.

I 14 giorni sono stati abbondantemente superati per non parlare dei 3-5 giorni che promettono loro.

In chat (ho tutte le trascrizioni) continuano a promettermi pagamento imminente da una settimana ma ormai ho capito che sono risposte automatiche e preimpostate. Nulla cambia, vengo solo preso in giro.

Aiutatemi per favore. Grazie.

Thank you for your reply, mattiapicale. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do you use the same payment method as for the previous successful withdrawals? Is your withdrawal request status shown in your account as pending?

Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Hi Natalia, I sent you several conversations where it is explained that the withdrawal will be imminent. But nothing changes. I await yours.

Ciao Natalia, ti ho inviato varie conversazioni dove viene esplicato che il prelievo sarà imminente. Ma niente cambia. Attendo tue.

Thank you very much, mattiapicale, for your cooperation. I will now transfer your complaint to my colleague Jana (jana.k@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 mattiapicale,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite MyEmpire Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear mattiapicale,

We would like to kindly apologize for the delay.

We are pleased to inform you that your payment has been successfully completed.

Kind Regards,

MyEmpire Casino Team

Good morning, the withdrawal was paid today. Thank you

Buongiorno, il prelievo è stato pagato nella giornata odierna. Grazie

Dear mattiapicale,

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,

Jana

Casino.Guru