The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. Following his complaint regarding delays despite a verified account and previous quick withdrawals, the issue was resolved, and he received his winnings. The Complaints Team marked the complaint as 'resolved' in their system.
MyEmpire Casino - Player’s winnings haven’t been received yet.
Amount: €1,500
MyEmpire Casino
Safety Index:Very highSafety Index
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9.2
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 days ago
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1 week ago
Translation
Hello,
I played from 07.04.25 with my last deposit (without bonus) and achieved a total profit of about 6000 €.
I would like to mention right away that my casino account is already fully verified and I have had no problems withdrawing my winnings in the past.
So far, my applications and the receipt of money into my bank account have only taken 2-3 days.
I have submitted three withdrawal requests from my current total winnings.
1. Monday 07.04.25, 17:10
2. Tuesday 08.04.25, 08:10
3. Wednesday 09.04.25, 06:39
Until now, on 10.04.25 at 17:00
The casino did not even process or approve the first withdrawal request dated April 7, 2025.
The status of this withdrawal request, dated 07.04.25, is still on the
STATUS NO. 2
In progress, reviewing your transaction request!
This status simply does not change!
I also did not receive an email confirming that my withdrawal request from April 7, 2025 was approved!
In their terms and conditions it says, No. 6
"that only 3 withdrawal requests may be open"
Terms and Conditions, No. 6 and 6.15
https://myempire243501.com/de/rules
I am NOT allowed to submit a 4th withdrawal request as long as my first 3 withdrawal requests are still OPEN!
So, as long as the casino doesn't start processing and approving my first withdrawal request and hasn't transferred the first €500...
I will not be able to make any further withdrawal requests and my total winnings will REMAINS in the CASINO.
Here I am wondering how long (how many weeks / months) I should wait for the payout of my total winnings....
if the casino does not start processing my first withdrawal request from 07.04.25?
Without the first processing being completed, no further withdrawal request is possible!
And the finance department closes today (weekdays) at 5 p.m. , which means that nothing will be processed and no money will be transferred today.
Maybe tomorrow Friday or next week from 14.04.25!
I know it's still early for me to file a complaint about this.
I could wait until next week!
If it weren't for the strange behavior and the impossible statements from the chat employees and support.
1.Support does not respond to my emails.
2.The chat employees are not helpful.
For example, I opened a chat with BERTRAND .
I wrote that I have a question about my first withdrawal request on 07.04.25.
What is BERTRAND doing!?
He copied the entire text of Terms and Conditions No. 6.15 on deposits and withdrawals into the chat...
and write me something "if you want to cancel"!
I had no questions about the terms and conditions!
I had a specific question about my first payout request dated April 7, 2025.
And he didn't want to answer my individual question.
I didn't ask anything about a cancellation.
How does this BERTRAND only write the text of the terms and conditions and something about "cancellation" in the chat?
3.Another chat employee came in and didn't write anything.
No "hello" or "one moment please."
NOTHING !
Then the chat was closed again.
4.The next chat employees write all
"that processing will take place within 3 working days"
I know that !
I have a specific question about my first payout request from April 7, 2025!
Don't the chat employees understand this?
These 3 working days have passed and nothing has happened.
I don't even get a reasonable answer that really helps me.
5.The chat employees also claim
"Processing will be delayed if it is a weekend or a holiday"
Between Monday 07.04.25 (my first application) and today 10.04.25
is neither a weekend nor a holiday.
6.Supposedly every chat employee sent my request to the finance department of My Empire.
Then today I chat again with a young woman and she claims,
"There hasn't been a single request from me to the finance department...not since Monday"
I have sent my emails to support and I have always received an automatic email back with processing number e.g. No. 27092*** , No. 27047*** , No. 27095***
In the chat they say there is nothing in my account about me having made inquiries or even written emails.
Are they all just trying to make fun of me and annoy me, or what?
7.Another chat employee Thomas claimed
"You now have a VIP status (Level 3 Principality) with your own VIP Manager"
"And I should email my VIP manager
...then my request would be processed more quickly"
1.nothing goes faster
2.alleged VIP manager has not responded yet
3. and even after further hours NO processing of my 1st payment request from 07.04.25
Note:
I cannot upload any evidence here for the Casino.Guru team.
kind regards
Automatic translation:
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1 week ago
Dear w1960h,
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 usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with 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 checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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1 week ago
Translation
Hello Nick,
I have the impression that you have NOT read everything I have written.
I don't understand your response to my complaint.
I wrote THIS here:
>I would like to mention right away that my casino account is already fully verified and that I have had no problems withdrawing winnings in the past.
So far, my applications and the receipt of funds into my bank account have only taken 2-3 days.
You Nick writes:
>Please note, however, that withdrawals can usually take several days or even weeks until the funds are fully credited to your account. This delay may be caused by incomplete KYC verification or a high number of withdrawal requests.<
As I wrote, my casino account is OK and fully verified.
Previous winnings and my claims have always been in my bank account within 2-3 business days.
Why should the processing and payout now be due to my lack of KYC verification, which does not exist?
Why should a payout take several weeks now when previous payouts only took 2-3 days?
And there are the casino terms and conditions, which the casino support and the finance department must also adhere to.
If it says 3 working days, then that's how it is and not 3 weeks or 3 months!
And when the chat employees write such nonsense as "a weekend delays processing ..."
although there is no weekend this week, from Monday to Friday!
Or is there a Saturday and Sunday between Tuesday and Wednesday and then continues with Thursday, Friday, Saturday, Sunday, Monday, Saturday, Sunday, Tuesday?
And in between there are 3 holidays...according to the casino!
These are all just excuses from the casino!
They're kidding me!
Automatic translation:
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1 week ago
Translation
Hello,
I just contacted the chat again.
The support employee CASPER (that's his name) is making fun of the fact that I filed a negative complaint against My Empire here.
He "loves it so much" when players give negative feedback about My Empire!
The whole time in the chat he was making fun of me!
Automatic translation:
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4 days ago
Translation
Hello Nick....
the complaint can now be closed.
I received the money.
Greetings
Automatic translation:
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3 days ago
Dear w1960h,
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,
Nick Bacon
Casino.Guru
