Casino Empire - La retirada del jugador se ha retrasado.

In September last year, I made a withdrawal of € 3,600. It took 4 months until they answered that the withdrawal should be canceled, technical problems when the money appears in your game account make the withdrawal again. The money came back into the game account and I played € 300 and made a new withdrawal of € 3300. The new withdrawal has taken more than 2 months. I always get the same response to all my chats and emails: be patient with your withdrawal being processed and it may take longer than usual. In total, this has now lasted more than 7 months.

Viime vuoden syyskuussa tein noston 3600€. Kesti 4kuukautta kunnes vastasivat, että nosto pitää peruuttaa, teknisiä ongelmia, kun rahat näkyvät pelitililläsi tee nosto uudestaan. Rahat tuli takaisin pelitilille ja pelasin 300€ pois ja tein uuden noston 3300€. Uusi nosto on kestänyt yli 2 kuukautta. Kaikkiin chat ja sähköpostiviesteihin saan aina saman vastauksen: ole kärsivällinen nostoasi käsitellään ja se voi kestää tavallista kauemmin. Yhteensä tämä on kestänyt nyt yli 7 kuukautta.

Dear Miikka,

Thank you very much for submitting your complaint and forwarding all the relevant screenshots. I’m sorry to hear about your delayed withdrawal. Could you please advise if you have received any payment in the past from this casino? Have you accumulated your winnings with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but seven months is unusually long time.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I haven't received any payments before, I got a win with a welcome bonus that I met the recycling requirement and it took a really long time to get the recycling requirement handled

En ole saanut maksuja aikaisemmin, voiton sain tervetuliais bonuksella jonka kierrätys vaatimuksen olen täyttänyt ja siinä meni todella kauan että sain kierrätysvaatimuksen hoidettua

Thank you very much, Miikka, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Miikka,

I looked at your complaint and will do my best to help you. I would like to invite Casino Empire into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

We would like to ask the Casino Empire to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.