MyEmpire Casino - El jugador cree que el reintegro se ha retrasado.

Good evening.

Once again I'm asking for your help.

The casino in question is already making excuses about the volume of withdrawal requests and they won't pay my withdrawal.

No bonuses have been played, they don't ask to verify the account and I have already received a withdrawal from this casino.

Now that the amount is higher, they don't seem to want to pay.

Thank you for your help!

Boa noite.

Mais uma vez solicito a vossa ajuda.

O casino em questão, já vem com as desculpas do volume de solicitações de retiradas e não pagam o meu levantamento.

Não foi jogadas de bónus, não pedem para verificar a conta e já cheguei a receber um levantamento deste casino.

Agora como o valor é mais alto, parece que não querem pagar.

Agradeço a vossa ajuda!

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.

Thank you for contacting me.

The point is that in the first withdrawal, they paid in 3 days, in this latest withdrawal they are not keeping to time.

But thank you very much

Agradeço o seu contacto.

A questão é que no primeiro levantamento, pagaram nos 3 dias, neste último levantamento é que não estão a cumprir o tempo.

Mas muito obrigado

I know they've asked me to wait, but it's just to reinforce that the assistants' justifications are always the same😔

Sei que pediram para aguardar, mas é só para reforçar que as justificações dos assistentes são sempre as mesmas😔

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.

Good morning,

No, I still haven't received my withdrawals and the excuses are always the same.

Bom dia,

Não, ainda não recebi os meus levantamentos e as desculpas são sempre as mesmas.

Good evening, once again the justifications are the same!😔

Boa noite, mais uma vez as justificações são as mesmas!😔

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

Have you contacted the casino to explicitly ask whether they require any documents or action to complete the verification process?

Could you please send a screenshot from your casino account showing the withdrawal requests?

Could you please share your communication with the casino regarding the withdrawals? 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.

Good morning.

I have contacted the casino several times and the answers are always the same.

The casino account does not require verification.

I'll send everything to your email.

Thanks again

Bom dia.

Ja entrei em contato varias vezes com o casino e as respostas são sempre as mesmas.

A conta no casino nao requer verificação.

Vou enviar tudo para o seu email.

Mais uma vez obrigado

good morning, did you receive my email?

regards

bom dia, você recebeu o meu email?

cumprimentos

Dear player, have you received any of the withdrawals?

I've already made a successful withdrawal. This time I haven't received the 1000 euros yet.

ja fiz um saque bem sucedido. Desta vez os 1000 euros nao recebi nada ainda.

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.

Okay, thanks

Ok, obrigado

Dear teixeiraandre009,

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 teixeiraandre009,

Kindly note that your withdrawals were escalated to the relevant department for a speed up.

Thank you for your patience.

Kind Regards,

MyEmpire Casino Team

that's the problem, that's always the answer I get.

o problema é esse, é que é sempre essa resposta que tenho.

I still haven't received my withdrawals.

I don't think this is normal

Ainda não recebi os meus levantamentos.

Não acho isto normal

Hello, thank you once again for your help and commitment. I've just received my withdrawals.

thank you

olá, agradeço mais uma vez a vossa ajuda e empenho. Acabei de receber os meus saques.

obrigado

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

Dear Teixeira1904,

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