MyEmpire Casino - El retiro del jugador se retrasa.

Tomorrow will mark 14 days since I made a withdrawal. It has been approved but not processed. I contact them almost daily, and they tell me to be patient because my withdrawal is in the queue to be processed. They mention there is a large volume of withdrawals to handle and reassure me that my money is safe and that they are working on it. However, I don't see any resolution; days are going by without any changes.

Van hacer ya mañana 14 días que hice un retiro lo tengo aprobado pero no se procesa ,me comunico casi a diario y me dicen paciencia que mi retiro esta en cola para procesarse pero que hay una gran cantidad de retiros por procesar y wue me tranquilize que mi dinero esta a salvo y que están en ello pero yo no veo solución solo pasando días y días y no cambia nada

Dear dariomicielo, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus? 

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. 

Best regards, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear dariomicielo,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.