MyEmpire Casino - El jugador enfrenta un retraso en la solicitud de retiro.

Hello, I've been waiting for over a week to receive my withdrawal and whenever I speak to support, they just try to stall and make excuses. I even think they've banned me from accessing the live chat again. I am expecting a response and help, this seems like a SCAM!! It's 380€!!

Hola, llevo esperando más de una semana para recibir el retiro, cuando le hablo al soporte solo intentan darme largas y poner excusas. Incluso creo que me han baneado para no poder entrar de nuevo al chat en vivo. Espero una respuesta y ayuda, esto parece una ESTAFA!! Son 380€!!

Dear gabriel2352003,

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,

Kristina

Well, I won't wait for anything, but I can assure you that it has been going on for 11 days now and I don't think anything will change in the next few days. I have been reading complaints and they take up to months to pay. The complaints are from this wonderful casino guru platform

Pues nada esperaré, pero puedo asegurar que lleva ya 11 días y no creo que cambie nada en los próximos. He estado leyendo quejas y tardan hasta meses en pagar. Las quejas son de esta maravilla de plataforma casino gurú

I said it and that's how it happened, I tried to enter the page and it told me that it was not found, after almost two weeks waiting the company decided to close the page. I need help please, I invested my money, they owe me €380!!!

Lo dije y así pasó, me intento meter en la pagina y me pone que no se encontró, después de casi dos semanas esperando la empresa decide cerrar la página. Necesito ayuda por favor invertí mi dinero, me deben 380€!!!

Hello? I'm still waiting for a response, today it's been more than 14 days since I made my withdrawal. Today I go to the Myempire casino website and it says it was not found due to a 402 error. This smells like fraud!! Urgent help!!

Hola? Sigo esperando una respuesta, hoy hace más de 14 días que realicé mi retiro. Hoy resulta que me meto en la pagina web del casino Myempire y pone que no se encontró debido a un error 402. Esto huele a fraude!! Ayuda urgente!!

Thank you for your reply, gabriel2352003. 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?

This is not the first time I do it. I don't understand that verification thing anyway, they didn't ask me to verify anything and I also played without a bonus. It also doesn't let me access the page and gives me a 404 error.

No, es la primera vez que lo hago. No entiendo eso de verificación de todas maneras, no me pedían verificar nada y también jugué sin bono. Igualmente no me deja acceder a la página me pone error 404

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I don't understand what you mean, I have already told you that I tried to get on the website and it won't let me and I had 380 pending withdrawal!! I don't have conversations with them other than live chat (support).

It seems very strong to me but good. A, and I've been waiting almost three weeks.

No entiendo a que se refiere, ya le he dicho que me intento meter en la web y no me deja y tenía pendientes de retiro 380!! No tengo conversaciones con ellos por otro lado que no sea el chat en vivo (el soporte).

Me parece muy fuerte pero bueno. A, y llevo esperando casi tres semanas.

Thank you very much, gabriel2352003, for your cooperation. I will now transfer your complaint to my colleague Jakub (jakub.m@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.  

Well wow... But what exactly should I do? Or what are you going to do to try to fix it?

Pues vaya... Pero que es lo que debo de hacer exactamente? O que es lo que vais a hacer vosotros para intentar arreglarlo?

Hello gabriel2352003,

My name is Jakub and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.

I would like to invite MyEmpire Casino’s representatives to join this discussion in order to resolve this issue.

Dear MyEmpire Casino,

Could you please provide an update on the status of the player’s withdrawal request?

Best Regards,

Jakub

Dear Customer,

Thank you for reaching out to us.

We would like to inform you that your recent withdrawal request was canceled. We kindly ask you to request a new withdrawal and inform us once it has been submitted.

We will prioritize your new withdrawal request. Thank you for your understanding, and we sincerely apologize for any inconvenience this delay may have caused.

Best regards,

Customer Service

Dear MyEmpire Casino,

Thank you for your update on this case and for your response.

Dear gabriel2352003,

Could you please submit the new funds withdrawal and inform us once it has been completed?

Thanks in advance!

Hello, of course if you can give me a myempire link of course, I already told you that they closed the page and I can't see anything or access anything.

Hola, claro si me podéis pasar un enlace de myempire por supuesto, ya os dije que cerraron la página y no puedo ver nada ni acceder a nada.

Or yes, sorry, I looked for it and it came out

O si perdón, la busqué y me salió

Well, I just requested my withdrawal again, I hope for a response and for it to be resolved as soon as possible since I have been waiting for more than a month. Thanks a lot!! And I hope you understand me

Pues nada acabo de solicitar otra vez mi retiro, espero una respuesta y que se resuelva lo antes posible ya que llevo esperando más de un mes. Muchísimas gracias!! Y espero que me comprendan

Hello Gabriel,

Thank you for the update on this case. I also hope it will proceed faster this time, as the casino has claimed it should now be prioritized. Please inform me once you have received your funds.

Good afternoon, Myempire casino canceled my withdrawal again. Why is this happening?

Buenas tardes, otra vez el casino Myempire me canceló la retirada. Por qué pasa esto?

I'm already seeing what they're doing... First it takes them more than a month to do something and on top of that what they're doing is delaying the payment even more

Ya estoy viendo del palo que van... Primero tardan más de un mes en hacer algo y encima lo que están haciendo es retrasar el pago aún más

I have made the withdrawal again, I hope they don't cancel it more times...

Lo he vuelto a realizar el retiro, espero que no me lo cancelen más veces...

Hello, everything is correct. I already received the withdrawal, thank you!

Hola, todo correcto. Ya recibí el retiro, gracias!

Dear Jakub,

The customer has received all the pending withdrawals. Therefore, the complaint has been resolved from our side. 

Thank you for your cooperation! 

Best regards,

Customer Service

Dear gabriel2352003,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot (https://www.trustpilot.com/evaluate/casino.guru). An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.

Best regards,

Jakub