MyEmpire Casino - Тегленето на играча се забавя.

Hello,

I’m filing this complaint because I requested a withdrawal of €800 from MyEmpire Casino on July 15, 2025, and it is still pending as of today — more than two weeks later — with no valid explanation.

What makes this delay even more frustrating is that I’ve already made a successful withdrawal from the same verified account in the past, which was processed within 3 business days. My account is fully verified, and no changes have been made on my side.

Since then, I have followed up multiple times with support and only received vague or automated responses. My funds are still not transferred, and I feel this delay may be unjustified or even deliberate.

I am asking for the immediate processing of my €800 withdrawal or a clear explanation, along with proof if necessary.

I hope this complaint will help resolve the situation quickly.

Thank you for your assistance.

Hello, 

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

• How long have you been a player at this casino, please?
• Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread. 
• 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, 

Katarina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello Katarina,

Thank you for your quick response.

Here is the information requested:

- I have been a player at MyEmpire Casino for about 6 months, registering around March 2025.

- The withdrawal of €800 was requested on July 15, 2025. To this day, it is still indicated as **"pending"** in my personal space.

- My account has been verified for a long time and I have already made several before, which were processed in only 3 days.

- The winnings were made **without an active bonus**. There were no wagering requirements or restrictions attached to a bonus upon withdrawal.

Please find attached a screenshot of my withdrawal history showing that the request is still pending.

I remain at your disposal for any additional information, and I thank you for your help.

Best regards,

J*******

Bonjour Katarina,

Merci pour votre réponse rapide.

Voici les informations demandées :

- Je suis joueur sur MyEmpire Casino depuis environ 6 mois  inscription autour de Mars 2025.

- Le retrait de 800 € a été demandé le 15 juillet 2025. À ce jour, il est toujours indiqué comme **"en attente"** dans mon espace personnel.

- Mon compte est vérifié depuis longtemps et j’ai déjà effectué plusieurs auparavant, qui avait été traité en 3 jours seulement.

- Les gains ont été réalisés **sans bonus actif**. Il n’y avait aucune condition de mise ou restriction liée à un bonus lors du retrait.

Veuillez trouver ci-joint une capture d’écran de mon historique de retrait montrant que la demande est toujours en attente.

Je reste à votre disposition pour toute information complémentaire, et je vous remercie pour votre aide.

Bien cordialement,  

J*******

Hello,

thank you for your reply.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear OxSkotty,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru