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

I am writing to submit a formal complaint against MyEmpire Casino regarding two delayed withdrawals and a complete lack of response from their VIP department.

According to an official email received from the casino, my account has VIP status, which explicitly promises « priority processing" for my financial transactions and access to a dedicated VIP concierge service.However, the casino is currently failing to meet these commitments:

First withdrawal: $1,000 CAD requested on May 21, 2026. Still pending.

Second withdrawal: $800 CAD, requested on May 22, 2026. Still pending.

Furthermore, I contacted the VIP department via email more than 4 days ago to inquire about this delay, and I have received absolutely no response.

As an exceptional player with promised priority service, waiting this long without any processing or communication is unacceptable. I request MyEmpire Casino to immediately review my account, approve my pending withdrawals, and provide an update.

Thank you to the Casino Guru team for your assistance in resolving this matter.

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Dear Cynderella,

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

Dear Cynderella,

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.

Dear Cynderella,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru