MyEmpire Casino - El jugador aún no ha recibido las ganancias.

Good afternoon, I'm trying to withdraw my money and they are taking a long time to accept my withdrawal requests. I've been waiting since the 9th of this month since I made my first withdrawal and it still hasn't been approved. I've previously made withdrawals on this site and they've approved them within 3 days, but now they're taking a long time and I'm really getting desperate.

Buenas tardes, estoy tratando de retirar mi dinero y se estan atrasando mucho en poder aceptar mi pedidos de retiros, llevo desde el dia 09 de este mes que hice mi primer retiro y aun asi no ha sido aprobado, anteriormente he hecho retiros en este sitio y me lo han aprobado a los 3 dias pero ahora estan tardando mucho y la verdad me estoy desesperando

Dear MaikolVasquez,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

These are the answers the casino gives me, they seem to be automatic.

Estas son las respuestas que me da el casino parece que fueran automaticas.

Which drives me crazy because I have €500 x 3 in the request and the total is €7,500. I hope that all the withdrawals will take the same amount of time. I have played without any bonus and I have deposited a total of €2,000.

Lo cual me desespera porque tengo 500€x3 en solicitud y en total son 7500€ espero que todos lo retiros vayan a tardar de la misma manera, he jugado sin ningun bono ni bonificación y he depositado un total de 2000€

These are the same answers the casino gives me every day. It's unacceptable to wait so long for your money.

estas son las mismas respuestas que me da el casino todos los dias esto es inaceptable esperar tanto para tu dinero.

They keep giving me the same answers, all the support is a copy and paste

siguen dandome las mismas respuestas todos los support es un copia y pega

Good morning, today, the 18th, 500x3 has been paid, I still have to pay 6000€, I do not want to close my complaint until I have withdrawn all my money. Please.

Buenos dias, hoy día 18 han sido pagados 500x3, aun me quedan por saldar 6000€, no quiero cerrar mi queja hasta que haya retirado todo mi dinero Por favor.

Dear MaikolVasquez,

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.

Hello, good afternoon. It seems that when you have high profits, the casino starts giving you slower withdrawals and that way you see if you lose the profits. Previously, I made withdrawals and they accepted them after 2 or 3 days. Right now, I have 500x3 pending since the 18th of this month. The last one I made was on the 20th. I'm attaching a photo of the withdrawals.

Hola buenas tardes al parecer cuando tienes ganancias altas el casino pasa a darte los retiros mas lentos y asi ver si pierdes las ganancias, porque anteriormente hacia retiros y me los aceptaba a los 2 o 3 días, ahora mismo tengo pendiente 500x3 desde el día 18 de este mes el ultimo que hice fue el dia 20. Adjunto foto del los retiros

The first 1,500 took practically 10 days to be approved.

Los primeros 1500 tardaron practicamente 10 dias en aprobarse

Today, the 25th, my withdrawals still haven't arrived. Please help me.

Hoy dia 25 aun mis retiros no han llegado necesito que me ayudeis por favor.

They keep giving me the same answers as always, even in emails.

Siguen dandome las mismas respuestas de siempre hasta en los correos

I keep insisting to the casino support but the answers are the same, no solutions.

Sigo insistiendo al support del casino pero son las mismas respuestas nada de soluciones

I need you to contact the casino please, it's frustrating waiting so long for my funds.

Necesito que contacten con el casino por favor, es frustrante esperar tanto por mi fondos.

Hello Casino Guru, today the 28th, my withdrawals from the 18th, 19th, and 20th have not yet been processed. I attach conversations with the casino. it's always the same.

Buenas Casino guru hoy dia 28 aun no han sido procesados mis retiros del dia 18,19 y 20 adjunto conversaciónes con el casinosiempre es lo mismo.

Today, the 30th, my withdrawal has not arrived yet. These are their responses. There have been cases where it even takes clients 2 weeks. What do you think?

Hoy dia 30 aun no ha llegado mi retiro estas son las respuestas de ellos que ha habido casos que inclusos a clientes le tarda 2 semanas que les parece?

Thank you very much, MaikolVasquez, for providing the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@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 MaikolVasquez,

My name is Jana 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, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Hello, good afternoon, today, the 30th, after 12 days of so much struggle and waiting, I have received 500x3 from the casino. I still have to pay off €5,500. I can only request €500 daily and a maximum of €1,500 requested. I do not want to close my complaint until my entire balance has been paid. Thank you in advance, casinoguru.

Hola buenas tardes hoy dia 30 despues 12 dias de tanta lucha y espera he recibo 500x3 del casino, aun me queda por saldar 5500€ solo puedo solicitar 500€ diarios y como maximo 1500 solicitados, no quiero cerrar mi queja hasta que todo mi saldo haya sido pagado, gracias de antemano casinoguru

Dear MaikolVasquez,

thank you for the update. Please keep us informed when you receive more funds.

I will update whenever I can Jana, thank you very much.

Actualizare cada vez que pueda Jana muchas gracias

Dear all,

We are sorry for the inconvenience.

Kindly note we are working on the request with the highest priority.

We appreciate your understanding.

King regards,

MyEmpire Team

Hello, good morning. I inform you that I already have 500x3 requested to withdraw on the 30th, 1st and 2nd. Let's see how they behave.

Hola buenos días informo que ya tengo 500x3 solicitados para retirar del día 30,1 y 2 veamos como se comportan

attached photo

adjunto foto

Hello, I'm reporting that 2 of the 3 pending withdrawals have already been paid. I think we're on the right track. I still have €4,500 left to withdraw. I'll keep you posted.

Buenas notifico que ya han sido pagados 2 de los 3 retiros pendientes actuales, creo que vamos por buen camino, aun me falta 4500€ por retirar, sigo informando

Dear MaikolVasquez,

thank you for the update. Please keep us updated when you receive more funds.

Jana will report each payment. Thank you very much for your help.

Jana informare cada pago muchísimas gracias por su ayuda

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

Dear MaikolVasquez,

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,

Jana