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

Hi, I have a problem. To this day they haven't sent me the withdrawal. They don't reply to emails and in chat they always give the same old answer that everything is fine but they're late and don't give any explanations. Please help me. Thank you. I'll send you the withdrawal.

salve ho un problema ,ancore ad oggi non mi hanno mandato il prelievo ,alla email non rispondono e in chat sempre la solita risposta che e tutto apposto ma sono in ritardo senza dare spigazioni per favore aiutatemi grazie ,vi alego il prelievo

Dear player,

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 the 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

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, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear player,

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.

NO I HAVEN'T RESOLVED IT YET TODAY 14 DAYS HAVE PASSED AND THEY ALWAYS TELL ME IN CHAT THE USUAL RESPONSE TO BE PATIENT AND THEY DON'T RESPOND TO EMAIL THANKS FOR HELPING ME

NO NON HO RISOLTO ANCORA AD OGGI SONO PASSATI 14 GIORNI E MI DICONO IN CHAT SEMPRE LA SOLITA RISPOSTA DI PAZIENTARE E EMAIL NON RISPONDONO GRAZIE PER AIUTARMI

I DIDN'T SOLVE IT

NON HO RISOLTO

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

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.

Hi, thank you in advance. I have already made several withdrawals without any problems, waiting 4 or 5 days. It was a deposit bonus that I unlocked regularly. From the chat, I always get the same answers, that everything is in order but the financial department is late and I have to be patient. But honestly, now it seems excessive to me.

salve ti ringrazio in anticipo, ho fatto gia diversi prelievi senza nessun problema giorni di attesa 4 o5 , era bonus deposito che ho sbloccato regolarmente, dalla chat sempre le solite risposte , che e tutto regolare ma il reparto finanziario e in ritardo e devo pazientare , ma sinceramente ora mi sembra eccessivo

Good morning, I'm forwarding you this morning's conversation with the usual 20-day replies.

Buongiorno vi inoltro la conversazione di stamattina con le solite risposte da 20 giorni

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@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 HAIMON14,

My name is Martina 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 representative, 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 HAIMON14,

Please be informed that we have transferred your withdrawal request to the relevant department to speed up the process.

I appreciate your patience.

Kind regards,

MyEmpire Casino.

Hello, I hope this isn't the usual response and then the withdrawal doesn't arrive, considering that I've been playing with you for years and I don't want to wait another 20 days, thanks

Salve spero che questa non sia la solita risposta e poi non arriva il prelievo visto tra altro che gioco da anni con voi e non vorrei aspettare ulteriori 20 giorni grazie

good morning thank you so much to CASINO GURU for helping me you are amazing

Thank you for sending me the withdrawal, I hope that a similar delay never happens again, also because I like playing with your casinos

buongiorno grazie mille a CASINO GURU per avermi aiutata siete fantastici

grazie per avermi mandato il prelievo , spero che non accada mai piu un ritardo simile anche perche mi piace giocare con i vostri casino

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

Dear HAIMON14,

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,

Martina