MyEmpire Casino - O jogador ainda não recebeu os seus prémios.

Since March 19th, absolutely nothing has happened. In the chat or via email, it's always the same platitudes. Before anyone asks, I made a normal deposit, without free spins or bonuses. Just a regular deposit. Now I'm constantly being strung along with the same messages about high demand, being very busy, blah blah. This typical stalling tactic. I have €1500 due for withdrawal (3 x €500) and still €1500 in my account. I urgently need your help.

Seit dem 19.03, tut sich einfach gar nix mehr. Im Chat oder per E-Mail immer die selben Floskeln. Bevor hier die Frage kommt, ich habe ganz normal eingezahlt , ohne Freispiele , ohne Bonus. Einfach ganz normal. Nun wird man ständig mit den selben Nachrichten hingehalten, von wegen hohes aufkommen, viel zu tun bla bla. Diese typische hinhalte Taktik. 1500€ auf Auszahlung (3x500) und noch 1500 auf dem Account. Bitte einmal um eure schnelle Hilfe.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear shorty2912,

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

It's not approved; it's been pending for over a week, but it says it will be processed within 3 days. I need immediate help, please. This is just one of them.

Es ist nicht genehmigt , es steht auf Bearbeitung seit über einer Woche, es wird aber gesagt, innerhalb 3 Tage wird bearbeitet. Brauche direkte Hilfe bitte. Das ist nur eine davon

And to be honest, Karla, pre-written answers are no help to me. The casino does the same thing. I need real support and real answers here. Thank you.

Und da muss ich ehrlich sagen Karla, helfen mir vorgefertigte antworten nix. Das macht das Casino auch. Ich brauche hier echten Support und echte antworten. Vielen Dank

It's not completely fixed, but I'll close this for now.

Es ist nicht ganz behoben, aber ich schließe hier erstmal

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear shorty2912,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla