MyEmpire Casino - 플레이어의 출금이 지연됩니다.

Hello,

I deposited €300 on November 8th, 2024 and was able to win €4180. I have already requested €500 of this 3 times on November 8th, 2024.

Verification has not been completed yet because the casino is not asking for any documents yet. In my verification tab it says that my account does not require verification at the moment.

I have been waiting for my payout for 11 days now and nothing has happened. The live chat has been telling me to be patient for days but I have run out of patience and that is why I have decided to write this complaint.

I hope you can help me solve the case.

kind regards,

Michael G*****

Hallo,

Ich habe am 8.11.2024 300€ eingezahlt und konnte 4180€ gewinnen. Davon habe ich schon 3x 500€ am 8.11.2024 beantragt.

Die Verifizierung ist noch nicht erfolgt, da das Casino noch nach keinen Dokumenten fragt. In meinem Verifizierungs-Tab steht geschrieben, dass für mein Konto im Moment keine Verifizierung erforderlich ist.

Seit 11 Tagen warte ich nun schon auf meine Auszahlung und es passiert nichts. Der Live-Chat sagt seit Tagen schon, das ich mich gedulden soll aber meine Geduld ist nun am Ende und deswegen habe ich mich entschlossen diese Beschwerde zu verfassen.

Ich hoffe Sie können mir helfen den Fall zu lösen.

freundliche Grüße,

Michael G*****

Dear Popy71,

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. 

Are your withdrawal requests still pending or already approved?

Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Dominika

Hello Dominika,

My withdrawal requests are still pending.

My winnings were made with real money without a bonus being active.

Regarding communication, I have not saved any chat transcripts. I was only told in the live chat that I should continue to be patient.

Best regards,

Michael G*****

Hallo Dominika,

Meine Auszahlungsanträge sind noch ausstehend.

Meine Gewinne wurden mit Echtgeld erzielt, ohne das ein Bonus aktiv war.

Bezüglich der Kommunikation habe ich keine Chat Transkripte gesichert. Mir wurde im Live-Chat nur mitgeteilt, das ich mich weiterhin gedulden soll.

liebe Grüße,

Michael G*****

Hello Dominika,

Yesterday, 3x €500 were paid out. I have now requested new payouts and ask that the complaint not be closed until all winnings have been paid out.

Thank you very much for your great help and kind regards,

Michael

Hallo Dominika,

gestern wurden 3x 500€ ausbezahlt. Ich habe nun neue Auszahlungen beantragt und bitte darum die Beschwerde erst zu schließen, sobald alle Gewinne ausgezahlt wurden.

lieben Dank für die tolle Hilfe und liebe Grüße,

Michael

Dear Popy71, thank you very much for the update.

Have you already requested new withdrawals?

Hello Dominika,

Yes, I have already applied for 2x 500€ and am waiting for the payment.

Best regards,

Michael

Hallo Dominika,

ja, ich habe bereits 2x 500€ neu beantragt und warte auf die Auszahlung.

liebe Grüße,

Michael

Dear Popy71, do you have any updates regarding the withdrawals?

Hello Dominika,

No, unfortunately not yet. I suspect that payouts generally take a long time at this casino.

I will keep you updated.

Best regards,

Michael

Hallo Dominika,

nein, leider noch nicht. Ich vermute, das es in diesem Casino generell lange dauert mit den Auszahlungen.

Ich halte Sie auf dem laufenden.

liebe Grüße,

Michael

Thank you very much, Popy71, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.

Dear Popy71,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite MyEmpire Casino representative to join this conversation.

Dear MyEmpire Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

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 Popy71,

We would kindly request to provide us the requested documents as soon as possible in order to verify your account and be able to proceed with your withdrawal requests.

Thank you in advance.

Kind Regards

MyEmpire Casino Team

Hello My Empire Casino Team,

I have uploaded all the necessary documents to my My Empire account. If you need any further documents, please let me know.

kind regards,

Michael

Hallo My Empire Casino Team,

ich habe ihnen alle erforderlichen Unterlagen in meinem My Empire Account hochgeladen. Sollten Sie noch weitere Unterlagen benötigen, geben sie bitte Bescheid.

freundliche Grüße,

Michael