MyEmpire Casino - El retiro del jugador se ha retrasado.

I've been waiting for my money since February 10, 2025. Support keeps putting me off. But nothing worthwhile has come of it.

And they don't respond to emails at all.

Since February 10th my payment amount is still pending. I'm starting to get angry. Verification is of course also complete.

Since yesterday there is a new message on the site saying "Payouts are limited by the provider". What does that mean? Please help me, I'm desperate.

Ich warte seid dem 10.2.25 auf mein Geld. Ich werde vom Support dauerhaft vertröstet. Kommt aber nichts gescheites bei rum.

Und auf Emails reagieren sie gar nicht.

Seid dem 10.2 steht mein auszahlungs Betrag immer noch auf ausstehend. Langsam bin ich sauer. Verifizierung ist natürlich auch abgeschlossen.

Seid gestern steht auf der Seite ganz neu " Auszahlungen sind vom Anbieter beschränkt" was soll das heißen. Bitte helfen sie mir ich bin am verzweifeln.

Hello MH09,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with MyEmpire Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Yes, of course, my winnings were made with real money. My account is also verified. It also says that no verification is necessary for your account at the moment.

The last time I contacted the casino itself, the support, was the day before yesterday. I always get the same answers and everything is just pasted. And now on Monday it's been exactly 2 weeks. It's a joke!

Ja klar meine Gewinne sind mit echtem Geld erzielt worden. Mein Konto ist auch verifiziert. Dort steht auch für Ihr Konto ist momentan keine Verifizierung notwendig.

Mit dem Casino selbst also dem Support vorgestern das letzte mal. Da kommt immer nur die selben Antworten und alles nur eingefügt. Und jetzt am Montag sind es 2 Wochen genau. Das ist ein Witz!

Today I had to do another verification.

Heute musste ich erneut eine Verifizierung machen.

Hello. They're trying to completely rip me off. They don't accept anything for verification anymore. I have to keep uploading everything again.

Hallo. Die wollen mich doch komplett verarschen. Die akzeptieren bei Verifizierung gar nix mehr. Muss andauernd alles neu hochladen.

Hello MH09,

Would it be possible to forward the e-mail communication between you and the casino related to this case to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

Yes, of course, just send everything via email?

Ja klar einfach alles per Email senden?

I've done it.

Hab ich erledigt.

Thank you MH09 for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you.

Can we continue here via the website? Or via email?

Vielen Dank.

Geht es dann hier auch über die Website weiter? Oder per Email?

Hello. What happens next?

I've been waiting for a month now and nothing is happening.

Hallo. Wie geht es denn jetzt weiter?

Warte jetzt schon einen Monat und es tut sich einfach nix.

Hello, MH09,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. In the meantime, while we wait for the casino's response and explanation, if you have any updates or if there is progress regarding your KYC/verification and providing bank statements/transaction history, feel free to inform us.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear MyEmpire Casino Team,

Could you please explain the player's situation in more detail? What is happening there?

What needs to be done on the user's side to pass the KYC and/or withdraw his winnings? Can you please provide him with clear instructions and share updates regarding the KYC process with us?

Thank you.

The last thing they wanted were bank statements from January and February. I sent them February because I only deposited in February. It wasn't accepted. Now they want bank statements from May 25? I can't beam myself into the future. It's just disgusting!

Das letzte was die wollten waren Kontoauszüge von Januar und Februar. Februar hab ich denen gesendet weil ich nur im Februar eingezahlt habe.Wurde nicht akzeptiert. Jetzt wollen die Kontoauszüge von Mai 25 ? Also ich kann mich nicht in die Zukunft beamen. Einfach zum kotzen !

We would like to ask the casino 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’ which may negatively affect its rating.

Please check are response shared below. Sorry this reply had to be edited.

Dear MH09,

Please forgive us if you felt we ask for statement from May 2025.

However, we are expecting you to share your transaction history details from :- 535585******3992.

Date :- 15th January 2025 till 15th February 2025 in original PDF format.

We kindly suggest you to please upload the documents in a PDF format, via verification tab from your profile and please make sure you have not edited or modified the document. Please upload the PDF as it is. Thank you!

We are waiting for your update.

Best regards,

MyEmpire team.

Thank you for your reply and the update, MyEmpire team.

Dear MH09,

A significant time has passed since the casino's response and providing you with further instructions.

Can you please confirm that you provided the casino with the requested document in accordance with their requirements/conditions? If so, can you please inform us about any news or updates?

Thank you. Looking forward to hearing from you.

Dear MH09,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello. Sorry. N26 isn't the fastest. Everything has been uploaded. However, it still says "Pending approval."

Hallo. Sorry. N26 sind nicht die schnellsten. Es ist alles hochgeladen. Ausstehende Genehmigung steht dort allerdings immer noch.

Thank you for your response and the update, MH09.

Dear MyEmpire team,

Can you please review the user's account and the provided document(s) and update us?

Thank you.

They don't accept my screenshots! The PDFs are too large for them, see photo! I'm seriously going crazy!

Meine Screenshots akzeptieren die nicht!! Pdf sind denen zu groß siehe Foto! Ich könnt langsam echt durchdrehen!

We would like to ask the casino 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’ which may negatively affect its rating.

Dear MH09,

We kindly suggest you to share the requested documents via email. We have sent you an email you can reply to the same email so we can help you in this situation at the earliest.

We are waiting for your update.

Best regards,  

MyEmpire team.

So I sent you my bank statements by email.

So habe meine Kontoauszüge Ihnen per Email zu kommen lassen .

Thank you for the updates, guys.

MyEmpire team, can you please inform us about updates after the casino reviews the document?

Thank you.

We would like to ask the casino 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’ which may negatively affect its rating.

Hello MH09,

On 29th April, 2025 we had sent an email requesting you for required documents. In our email we did inform you to please do not edit the document and do share it in a PDF format as it is.

" We kindly suggest you to please attach the documents in a PDF format and please make sure you have not edited or modified the document. Please upload the PDF as it is. "

We need to see all the transactions whether the transactions are with us or not, doesn't matter. We need to see all the transactions done within the time frame we requested the documents for.

We need your transaction history for card : 535585******3992 from 15th January, 2025, till 15th February, 2025, in original PDF format. 

Once again, please upload it as it is. Do not edit or modify. We need to see all the transactions done within this period.

We are still waiting for your documents as requested (not the screenshots).

Best regards,

MyEmpire team.

I sent you my bank statements by email.

I received all my bank statements from my bank, N26, and they're all in one PDF file. If they don't accept individual statements, I'll send them the entire file. Is that really that difficult?

Ich habe Ihnen doch per Email meine Kontoauszüge zu kommen lassen.

Ich habe von meiner Bank N26 alle meine Kontoauszüge bekommen die ich habe, und diese sind alle zusammen in einer PDF Datei. Wenn sie keine einzelnen akzeptieren habe ich Ihnen die komplette Datei zu kommen lassen. Ist das denn soooo schwer?

Thank you for the updates, guys.

Dear MH09,

Yes, if you received your bank statements only as one file, it would likely be best to provide it like that, without changes or modifications.

Can you please confirm once it is done and you send the document to the casino?

Thank you.

I didn't change the bank statements. I simply took a screenshot of January and February and then converted it into a PDF file. I've now emailed the entire file to the casino, so they can see January and February from it. I don't understand the problem.

Ich habe die Kontoauszüge nicht geändert. Ich habe lediglich von Januar und Februar ein Screenshot gemacht und dies dann wieder in pdf Datei umgewandelt. Ich habe dem Casino jetzt die komplette Datei per Email gesendet daraus können die ja Januar und Februar entnehmen. Ich verstehe das Problem nicht.

Greetings all,

Thank you for the update and the confirmation, MH09.

But that means you manipulated the document before, and did not provide the casino with the original one (usually contains specific signs characteristic for original PDF documents), even cropping a photo is considered a manipulation - in such cases, even if you only took screenshots and sent it to the casino, the casino cannot verify whether anything in the data was altered during the process. Although I sincerely believe you only took screenshots and forwarded them to the casino, it is understandable that the casino has to be careful about the documents provided by players, as there are many fraudsters who provide forged documents daily. You would be surprised.

As for your KYC - several days have passed since you replied.

Can you please provide us with an update? Is there any progress? Has the casino already contacted you regarding the last provided document? If so, what information did you receive?

Thank you.

Yes, of course, only screenshots. These were all the bank statements from 2022, and the two requested ones from January and February were screenshots. No, no response yet, even though they have now received the complete bank statement file as a PDF.

Ja natürlich nur Screenshots. Das waren alle Kontoauszüge von 2022 und davon waren die angeforderten 2 aus Januar und Februar halt gescreenshotet. Nein bisher noch keine Antwort obwohl sie jetzt die komplette Datei aus Kontoauszügen als PDF bekommen haben.

Alright, MH09, thank you for the update.

Dear MyEmpire team,

Could you please help us expedite the process?

Can you inform us about the review of the last provided document(s)? Did the casino accept it?

What is the current status of the user's KYC? Can you provide us with an update?

Thank you.

Hello MH09,

Upon checking the status of your case we received the following information from our relevant department

We had asked the document in PDF file, to download from N26 bank application. However, you provided scanned copies, photo of the monitors and screenshots from the photo of the monitors which are not suitable.

We kindly suggest you to please upload the documents in a PDF format, via verification tab from your profile and please make sure you have not edited or modified the document. Please upload the PDF as it is.

We will wait for you to upload the requested documents.

Kind regards,

MyEmpire team.

Greetings all,

Dear MH09,

Why can you simply not upload the original PDF document through your account at the casino? It is a simple request. Where is the problem?

Please download the requested document from your internet banking or app, and upload it as the casino representative recommended.

The details regarding the card and the period for which the casino needs the document in question were clarified earlier in this thread.

If you are not able to provide the requested document in the required form, unfortunately, we will be forced to think about the complaint closure/rejection. We are talking about a common document and the KYC process in the online casino - industry standard. It is not possible to avoid it.

Please inform us once the requested document is uploaded in accordance with the casino's instructions and requirements, if it has not been done yet, so we can move forward.

Thank you for understanding. Looking forward to hearing from you.

Don't you all understand me? My bank sent me all my account statements in one file. I can't upload this file, so I should send it in an email. I did that, but there was no response. Can I upload it here? So people can see that it's a normal PDF file?

Versteht ihr mich alle nicht? Ich habe von meiner Bank alle Kontoauszüge in einer Datei zu geschickt bekommen. Diese Datei kann ich so nicht hochladen und sollte dies in einer Email senden. Hab ich gemacht. Keine Reaktion. Kann ich dies hier mal hochladen ? Damit man mal sieht das es eine ganz normale pdf Datei ist ?

Dear MH09,

The casino claimed that you provided them with scanned copies, photos, or screenshots of your bank statements. So, you had to take photos of your original PDF documents while they were open somewhere. Why can you not simply download it/them to your device, log into your gaming account at MyEmpire Casino, and upload it/them there, in accordance with the casino's instructions? It has to be an original PDF document. It is a common and industry-standard requirement, and unfortunately, there is no other way to complete the verification without providing this document.

If you do not know how to do it - here is an easy way to find a proper manual on how to generate a new bank statement/transaction history in a PDF file directly from your bank account, using a mobile app or WebApp:

• Write "how to generate a statement transaction history from N26 bank" to Google
• Follow the instructions based on the type of access/app you use to access your bank account
• If you still have a problem with gaining such a bank statement, feel free to ask someone around you to help you with that
• Upload it to the casino in your gaming account, as the casino instructed you
• Inform us when it is done

Unfortunately, if you do not provide the casino with the required document, complying with their instructions and requirements/conditions for the document, I am afraid we will not be able to help you with the matter further. We are talking about a common and simple request.

Thank you for understanding. Looking forward to hearing from you.

Dear MH09,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages or followed our recommendations. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime. However, his full cooperation will be necessary.

Thank you very much, MyEmpire Casino Team, for providing information and cooperation!

Best regards,

Branislav, Casino.Guru