MyEmpire Casino - O jogador acredita que o seu pagamento foi atrasado.

Good evening, I made a total deposit of €420 and a withdrawal request of €500, then four days passed and because they were angry they told me that there was a three-day limit to wait. I asked to close my account and the withdrawal was steep. Then they closed my account and told me that it is in the terms and conditions in article 3.7 that when I close the account, the withdrawal is automatically canceled. This is a lie because the terms clearly state it. 06/23 → You requested a withdrawal of €500

🔹 06/27 → You requested to close the account

🔹 The withdrawal is shown as "Completed" (ie processed)

🔹 The casino canceled the payment unilaterally and kept the money

This explicitly violates their term 3.7, because:

> "Money is only canceled if there is a balance WITHOUT a pending withdrawal."

One time they sent me an email saying you should get the money in three days, the others in the chat told me you won't get anything because you canceled, your account was canceled, I'm asking to open an account again, it was opened again and it says the withdrawal is complete but we don't know where the money went..

Καλησπέρα έκανα συνολική κατάθεση 420€ και ζήτηση ανάληψης 500€ μετά περάσαν τέσσερις μέρες και επειδή είχανε νευριάσει μου λέγανε ότι έχει όριο τρεις μέρες να περιμένω ζήτησα να κλείσω λογαριασμός μου και ήταν η ανάληψη εγκρεμές μετά μου κλείσαν το λογαριασμό και μου λένε ότι είναι σ όρους και προϋποθέσεις στο άρθρο 3.7 όταν κλείσω το λογαριασμό ακυρώνεται η ανάληψη αυτόματα είναι ψέματα από το γιατί ο όρος το γράφει ξεκάθαρα 06/23 → You requested a withdrawal of €500

🔹 06/27 → You requested to close the account

🔹 The withdrawal is shown as "Completed" (i.e. processed)

🔹 The casino canceled the payment unilaterally and kept the money

This explicitly violates their term 3.7, because:

> "Money is only canceled if there is a balance WITHOUT a pending withdrawal."

Μία μου στέλνουν e-mail ότι τα χρήματα τα πάρτε σε τρεις μέρες οι άλλοι στο chat μου λέει δεν θα πάρετε τίποτα γιατί ακυρώσατε ακυρώθηκε λογαριασμός σας ξαναζητάω να ανοίξω λογαριασμός ξανά άνοιξε και γράφει ότι η ανάληψη είναι ολοκληρωμένη αλλά δεν ξέρουμε πού πήγαν τα λεφτά..

Dear giorgosmox,

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.

Dear giorgosmox,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

I haven't received a single euro yet, I'm still waiting.

Please forward me all the communication between you and the casino customer support regarding the delayed payment and the closure of your account at veronika.f@casino.guru. Thank you for your cooperation.

Dear giorgosmox,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.