MyEmpire Casino - Los retiros de los jugadores se retrasan.

Hello, I deposited €200 + €200 bonus at Myempire on November 5th and won €19000.

On the same day I started requesting withdrawals and after an 11-day waiting period, 3 x €500 were paid out on November 16th.

I have been waiting in vain for further withdrawals since November 16th, and they have not yet been processed. The casino states a 72-hour processing time, which is clearly not being met. Furthermore, the monthly withdrawal limit of €7000 stated in the terms and conditions is not achievable at this speed.

I request help to get Myempire Casino to at least adhere to the monthly withdrawal limit. I only played slots, and according to my profile, account verification is not required.

Hallo, ich habe am 5. November 200€ + 200€ Bonus bei Myempire eingezahlt und 19000€ gewonnen.

Am gleichen Tag habe ich angefangen Auszahlungen zu beantragen und nach 11 Tagen Wartezeit wurde am 16. November 3x 500€ ausgezahlt.

Jetzt warte ich seit 16. November vergebens auf weitere Auszahlungen die bisher nicht bearbeitet werden. Das Casino gibt eine 72 Stunden Bearbeitungszeit an, welche offensichtlich dauerhaft nicht eingehalten wird. Zudem ist das in den AGBs angegebene monatliche Auszahlungslimit von 7000€ nicht erreichbar in dieser Geschwindigkeit.

Ich bitte um Hilfe Myempire Casino zu bewegen wenigstens das monatliche Auszahlungslimit einzuhalten. Ich habe nur Slots gespielt und eine Verifizierung meines Accounts ist laut meinem Profil nicht notwendig.

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 that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Maruschka,

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 common for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time for the money to appear in your account. This delay may be caused by an 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 has been checked, your withdrawal has been approved by the casino, and you still haven't received your winnings within 14 days of requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards

Petra

Hello Petra,

I would like to point out that I already had to wait 11 days for my first withdrawals, and my latest withdrawals have now been pending for 12 days. Myempire Casino states a 72-hour processing time on its website. Furthermore, a monthly withdrawal limit of €7,000 is specified, which seems unattainable for me at this rate.

Hallo Petra,

Ich möchte darauf hinweisen dass ich bereits auf meine ersten Auszahlungen 11 Tage warten musste und meine neuen Auszahlungen jetzt seit 12 Tagen ausstehend sind. Das Myempire Casino gibt eine 72 Stunden Bearbeitungszeit auf ihrer Website an. Zudem wird ein 7000€ monatliches Abhebungslimit angegeben, welches für mich unerreichbar scheint in diesem Tempo.

Thank you for your reply and for providing the previous details, Maruschka.

To clarify the issue:

• Could you provide any additional communication you had with the casino rom Myempire Casino regarding the pending withdrawals? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots directly to the thread.
• Did you use the same payment method as before?

Thank you again for your cooperation.

I used the same method and the same crypto address for the payouts.

Ich habe die gleiche Methode und sie gleiche krypto Adresse verwendet für die Auszahlungen.

My payouts are still pending.

Meine Auszahlungen sind immer noch ausstehend.

Dear Maruschka

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Samko (samuel.st@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear Maruschka,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from MyEmpire Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear MyEmpire Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Maruschka,

Thank you for contacting us.

We would like to deeply apologize for this delay caused. After information that we had from the verification team, it will be needed from your side to provide to us a recent Proof of Address in order for the verification to be completed and to receive your remaining funds as soon as possible.

Thank you so much for your cooperation and understanding.

Best regards,

MyEmpire Casino Team

Hello, I have already uploaded this proof of address. It would be great if you could review it promptly so that I can finally receive my payment.

Hallo, ich habe bereits diesen Andressnachweis hochgeladen. Es wäre nett wenn Sie diesen zeitnah prüfen können damit ich endlich meine Auszahlung erhalte.

Dear Maruschka and MyEmpire Casino,

MyEmpire Casino, thank you for your clarification regarding the verification requirements and for your engagement in resolving this case.

Maruschka, since you’ve already uploaded your proof of address, please let us know once the casino has reviewed it and updated the status of your withdrawal. I’ll continue to monitor the case to ensure everything proceeds smoothly.

My proof was rejected, so I uploaded another one.

Mein Nachweis wurde abgelehnt und ich habe nochmals einen neuen hochgeladen.

MyEmpire Casino, could you please check my identity and complete my verification? I've been waiting forever.

MyEmpire Casino, könnten Sie bitte den Nachweis prüfen und meine Verifizierung abschließen? Ich warte schon Ewigkeiten

Dear Maruschka and MyEmpire Casino,

Thank you for the update, Maruschka.

MyEmpire Casino, the player has confirmed that a new proof of address has now been uploaded after the previous one was rejected. I kindly ask you to review the newly submitted document and provide an update on the verification status and the expected next steps.

Thank you both for your cooperation.

Dear Maruschka,

We would like to provide an update regarding the status of the account. Following a review by our KYC (Know Your Customer) team, we are currently waiting for the following documents:

-Proof of Address: A recent utility bill or bank statement clearly showing the registered name and address.

-Crypto Proof of Ownership: Documentation or screenshots from the wallet/exchange showing the player's ownership of the accounts used for transactions.

-Proof of Deposits: Verification of the specific transactions made to the account.

Once these documents are provided and successfully verified by our team, we will be able to finalize the review. We encourage you to upload these files through your Verification tab on your account so we can resolve this matter as quickly as possible.

Best regards,

MyEmpire Team

Hello MyEmpire,

I have uploaded all the documents. Please review them as soon as possible.

Both proofs of deposit, an official registration certificate from the office dated 17.12.25 (According to the list you accept this document) and a screenshot from my trustwallet app showing my crypto address with which I deposited and withdrew.

Trustwallet does not collect any personal data, therefore no document exists that shows my name or address in combination with my crypto address.

I hope I can finally receive my payments now, after 6 weeks.

Hallo MyEmpire,

Ich habe alle Dokumente hochgeladen. Bitte prüfen Sie diese schnellstmöglich.

Beide Einzahlungsnachweise, eine offizielle Meldebestätigung vom Amt datiert auf den 17.12.25 (Laut der Liste akzeptieren Sie dieses Dokument) und einen Screenshot aus meiner trustwallet App der meine krypto Adresse zeigt mit welcher ich eingezahlt und ausgezahlt habe.

Trustwallet erhebt keine persönlichen Daten, daher existiert kein Dokument dass meinen Namen oder Adresse in Kombination mit meiner Krypto Adresse zeigt.

Ich hoffe ich kann jetzt, nach 6 Wochen, endlich meine Auszahlungen jetzt erhalten.

Dear MyEmpire Casino and Maruschka,

thank you both for the updates. MyEmpire Casino, please keep us informed once the verification has been reviewed and any next steps are determined.

Hello, I'm requesting clarification from MyEmpire Casino. ALL my uploaded documents were rejected without explanation, and they've requested the same documents again. I can assure you that all my documents fully complied with the requirements.

According to the list provided by MyEmpire, an official confirmation of address registration, which I had just obtained from the authorities and uploaded, is accepted. As I've already explained here, Trustwallet doesn't collect any personal data; therefore, no document exists that shows my name or address in combination with my crypto address. I had uploaded a screenshot of my crypto address. And why the deposit slips were rejected is equally questionable, as they contain all the necessary information.

Now it will take another week for the casino to respond, and my withdrawal will be delayed even further. This behavior is absolutely appalling.

Hallo, ich bitte um Klarstellung seitens MyEmpire Casino. ALLE meine hochgeladenen Dokumente wurden abgewiesen ohne Begründung und wieder das gleiche angefordert. Ich kann versichern dass alle meine Dokumente den Vorgaben genauestens entsprachen.

laut der von MyEmpire angegebenen Liste wird eine offizielle Bestätigung der Adress Registrierung akzeptiert, welche ich frisch vom Amt geholt und hochgeladen hatte. Ebenfalls habe ich bereits hier geschildert Trustwallet erhebt keine persönlichen Daten, daher existiert kein Dokument dass meinen Namen oder Adresse in Kombination mit meiner Krypto Adresse zeigt. Ich hatte einen Screenshot meiner Krypto Adresse hochgeladen. Und wieso die Einzahlungsnachweise abgelehnt wurden ist genau so fraglich da sie exakt alle Infos enthalten.

Jetzt wird es wieder 1 weitere Woche dauern bis reagiert wird vom Casino und meine Auszahlung wird weiter verzögert. Das Verhalten ist absolute Katastrophe.

How much longer am I supposed to wait? MyEmpire still hasn't provided an update, and my documents are still showing as pending. I would like the verification process to be completed promptly. The casino has received all the requested documents from me multiple times, and they're just dragging it out unnecessarily.

Wie lange soll ich jetzt wieder warten? MyEmpire hat immer noch kein Update geliefert und meine Dokumente sind nach wie vor auf ausstehend. Ich würde mir einen zeitnahen Abschluss der Verifizierung wünschen. Das Casino hat alle geforderten Dokumente doppelt und dreifach von mir erhalten und es wird nur weiter unnötig in der Länge gezogen.

Dear all,

Your request has been forwarded to the relevant department, which will review it and provide an update at the earliest convenience.

 

Thank you for your patience and understanding.

 

Best regards, 

MyEmpire Casino Team

My account shows that it is again asking for a screenshot of my crypto wallet with my real name.

It just goes in circles, we're not getting anywhere like this.

I would like to ask Casino Guru for help. I have provided the casino with all the necessary documents multiple times and have been waiting for my winnings to be paid out since November 16th. It has been repeatedly explained here that no personal data is required for a crypto wallet like Trust Wallet, and therefore the requested document does not exist. My screenshot clearly shows my crypto address, and this matches the address from which I deposited.

In meinem Account ist sichtbar dass das erneut nach einem Screenshot von meinem Krypto wallet mit meinem echten Namen gefragt wird.

Es dreht sich immer nur im Kreis, so kommen wir nicht weiter.

Ich möchte Casino Guru um Hilfe bitten. Ich habe dem Casino alle Dokumente mehrfach bereit gestellt und warte seit 16. November auf Bezahlung meiner Gewinne. Mehrfach wurde hier erklärt dass für ein Krypto Wallet wie Trust Wallet keine persönlichen Daten benötigt werden und daher das geforderte Dokument nicht existiert. Mein Screenshot zeigt eindeutig meine Krypto Adresse und diese stimmt mit der Adresse von welcher ich eingezahlt habe überein.

Dear Maruschka and MyEmpire Casino,

thank you for the updates.

I fully understand the player’s frustration, especially given that the same documents are being requested repeatedly and the verification has now been ongoing for a considerable period of time.

Regarding the crypto wallet verification, I would like to reiterate an important point already raised: wallets such as Trust Wallet do not store personal data (name or address). As such, a document or screenshot showing the player’s real name linked to the wallet does not exist by design.

In similar cases, proof of ownership is often established through alternative methods. Therefore, I would like to ask MyEmpire Casino whether one of the following options could be considered:

• a short verification video showing the player logged into the Trust Wallet app, clearly displaying the wallet address used for deposits and withdrawals, or
• verification based on the deposit trail, i.e. confirming how the Trust Wallet was funded and whether there is a clear connection between the wallet, the payment method used to acquire the crypto, and the player’s verified identity.

Such approaches could help establish a reasonable link between the wallet and the player, even in the absence of personal data within the wallet itself.

MyEmpire Casino, I kindly ask you to clarify whether any of these alternatives would be acceptable, and to provide specific reasons for the rejection of the previously submitted documents, so the player knows exactly what is required to complete verification.

Maruschka, please let me know if there have been any new requests or updates shown in your account since your last message.

I will continue monitoring this case closely and await a concrete clarification from the casino so we can move this case forward without further unnecessary delays.

I'd like to add that my screenshot is from my wallet app and shows that I'm logged in and have access to this crypto wallet. Furthermore, I've made all deposits and withdrawals from the same crypto address to which I requested my withdrawals. Other casinos in this group have always accepted such a screenshot for verification. Therefore, I don't understand this problem, and I think the only reason behind it is to keep me waiting. Just now, I received another email encouraging me to continue playing, offering to increase my withdrawal limits afterward. It's ridiculous that I've already been waiting for seven weeks.

Ich möchte dazu noch anmerken dass mein Screenshot aus meiner Wallet App stammt und zeigt dass ich eingeloggt bin und Zugriff auf diese Krypto Wallet habe. Des weiteren habe ich alle Einzahlungen und Auszahlungen von der gleichen Krypto Adresse getätigt auf welche ich meine Auszahlungen beantragt habe. In anderen Casinos dieser Gruppe wurde ein solcher Screenshot von mir bisher immer akzeptiert zur Verifizierung. Daher verstehe ich diese Problematik nicht und ich denke der einzige Grund dahinter ist mich weiterhin warten zu lassen. Gerade eben erst habe ich wieder eine Email erhalten die mich dazu ermutigen soll jetzt weiterzuspielen mit den Angebot danach meine auszahlungs Limits zu erhöhen. Es ist lächerlich dass ich schon 7 Wochen am warten bin.

Dear Maruschka,

Thank you for your continued patience while we review your account.

We would like to formally update you that the final requirement to complete your verification process is the Crypto Wallet Proof of Ownership.

Please be advised that we have engaged our specialized department to investigate the difficulties you have encountered with this submission. We are currently working with them to clarify the specific technical requirements and to resolve why the previous documentation was not accepted.

We anticipate receiving a detailed update shortly and will notify you as soon as further information is available. We appreciate your cooperation and understanding in this matter.

Best regards,

MyEmpire Casino Team

As I have already stated several times, I have provided the necessary proof. If you continue to insist that my crypto verification must also include my real name, we will not be able to proceed. Trust Wallet contains no personal data and consists solely of a crypto address. As I mentioned, I have provided the screenshot in question multiple times. I would therefore appreciate it if the verification process could be completed.

Wie bereits mehrfach angemerkt wurde habe ich den entsprechenden Nachweis bereits erbracht. Wenn Sie weiterhin darauf beharren dass mein Krypto Nachweis ebenfalls meinen echten Namen enthalten muss, werden wir nicht weiter kommen. Trust Wallet hat keine persönlichen Daten und besteht ausschließlich aus einer Krypto Adresse. Den besagten Screenshot habe ich wie gesagt mehrfach erbracht. Ich würde mich daher über einen Abschluss der Verifizierung freuen.

Dear Maruschka,

We would like to kindly inform you that your account is successfully verified.

Thank you so much for your patience.

Best regards,

MyEmpire casino team

Dear Maruschka and MyEmpire Casino,

thank you for the update.

I would like to thank MyEmpire Casino for confirming that the account verification has now been successfully completed. This is an important step forward in resolving the complaint.

Dear Maruschka, now that your account is verified, I kindly ask you to keep us informed about the status of your withdrawal and whether it is being processed as expected. Once we have confirmation that the payment is progressing normally or has been completed, we will be able to move toward closing this complaint accordingly.

I will await your update.

Hello, my account has been verified. However, I haven't received a single payout yet.

Hallo, mein Account wurde verifiziert. Dennoch habe ich bisher keine einzige Auszahlung erhalten.

Dear Maruschka,

Thank you so much for waiting.

We would like to inform you that your two pending withdrawals have been completed successfully today.

Thank you for your patience till now.

Best regards,

MyEmpire Team

Hello everyone,

thank you, MyEmpire Casino, for the update and confirmation.

Maruschka, I kindly ask you to keep us informed about how your withdrawals continue to be processed going forward, especially if there are any delays or issues with the remaining balance. Once the withdrawals are progressing normally, please feel free to confirm it here.

I will await your confirmation.

Dear Maruschka,

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.

I am currently still waiting for €14,000.

Ich warte derzeit noch auf 14000€

My account was verified over 3 weeks ago, but unfortunately I have only received €4000 since then.

Myempire is processing my withdrawals more slowly than advertised, and one withdrawal has been pending for six days. At this rate, I won't be able to reach the €7,000 monthly limit.

Vor über 3 Wochen wurde mein Konto verifiziert aber leider habe ich seitdem nur 4000€ bisher erhalten.

Myempire bearbeitet meine Auszahlungen leider langsamer als angegeben ist und seit eine Auszahlung ist schon 6 Tage ausstehend. In diesem Tempo werde ich das monatliche 7000€ Limit leider nicht erreichen.

Hello Maruschka,

We would like to update you that due to Samuel, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Samuel has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Samuel will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello everyone,

thank you for the updates.

Maruschka, thank you for confirming that part of the withdrawals has been received. I understand your concern regarding the remaining €14,000 and the slower processing compared to the advertised timelines.

MyEmpire Casino, I kindly ask you to clarify the current status of the pending withdrawals and explain the processing pace, especially in relation to the monthly €7,000 limit. Please also confirm when Maruschka can realistically expect the remaining balance to be paid out.

Thank you for your cooperation. I’ll continue monitoring the case and await your response.

Hello all!

We inform you that the three pending withdrawals will be completed very soon. After those withdrawals be received, we expect that will not take a lot time more till all withdrawals are completed .

Thank you so much for your understanding.

Best regards,

MyEmpire Team

Hello everyone,

thank you, MyEmpire Casino, for the update.

Maruschka, please let us know once the pending withdrawals are received and how the situation progresses. If everything continues smoothly, we can consider closing the complaint, with the option to reopen it should any issues arise.

Hello Samuel. There is still €8500 outstanding. I would like to keep the complaint open until all payments are completed, if that's alright.

Hallo Samuel. Es sind noch 8500€ ausstehend. Ich würde gerne die Beschwerde offen halten bis zum Abschluss der gesamten Auszahlungen falls das in Ordnung ist.

Hello Maruschka,

thank you for the update.

That’s completely fine. We will keep the complaint open until the remaining €8,500 is fully paid. I’ll continue monitoring the case, so please let us know as soon as you receive any further payments or if there is any change.

Dear Maruschka,

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, €6500 is still outstanding and no payment has been processed since February 22nd, and the monthly €7000 limit was also not reached in February due to the slow processing time.

Hallo, noch 6500€ sind ausstehend und seit 22. Februar wurde keine Auszahlung mehr bearbeitet und das monatliche 7000€ Limit wurde im Februar durch die langsame bearbeitungszeit ebenfalls nicht erreicht.

Hello everyone,

thank you, Maruschka, for the update.

MyEmpire Casino, could you please provide an update on the remaining €6,500 and clarify when the next withdrawals are expected to be processed?

I’ll keep the complaint open and continue monitoring the situation.

Dear All,

We can confirm that the player has still an outstanding Balance of 2000 EUR.

The withdrawals request from 5-6-7/03/2026 have been forwarded to the appropriate department, which will process the payment at the earliest opportunity.

Thank you for your patience and understanding.

Kind Regards,

MyEmpire Casino team

Hello everyone,

thank you MyEmpire Casino for the update and for clarifying the status of the remaining balance.

Maruschka, given the information provided and to help us manage the large number of ongoing complaints, would you be okay if we close this complaint for now as resolved? You would still be able to reopen it later if any issues arise, or you can also choose to close it yourself using the Resolve button.

Hello, I only have €500 left to receive. You can close this complaint; I assume the final payment shouldn't cause any further problems.

Thank you so much for your help.

Hallo, ich habe nur noch 500€ zu erhalten. Sie können diese Beschwerde schließen, ich vermute dass die letzte Auszahlung keine weiteren Probleme verursachen sollte.

Vielen Dank für die Hilfe.

Dear Maruschka,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Samuel

Casino Guru