MyEmpire Casino - Игрок сталкивается с задержкой запроса на вывод средств.

Hello, I've been waiting for over a week to receive my withdrawal and whenever I speak to support, they just try to stall and make excuses. I even think they've banned me from accessing the live chat again. I am expecting a response and help, this seems like a SCAM!! It's 380€!!

Hola, llevo esperando más de una semana para recibir el retiro, cuando le hablo al soporte solo intentan darme largas y poner excusas. Incluso creo que me han baneado para no poder entrar de nuevo al chat en vivo. Espero una respuesta y ayuda, esto parece una ESTAFA!! Son 380€!!

Dear gabriel2352003,

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,

Kristina

Well, I won't wait for anything, but I can assure you that it has been going on for 11 days now and I don't think anything will change in the next few days. I have been reading complaints and they take up to months to pay. The complaints are from this wonderful casino guru platform

Pues nada esperaré, pero puedo asegurar que lleva ya 11 días y no creo que cambie nada en los próximos. He estado leyendo quejas y tardan hasta meses en pagar. Las quejas son de esta maravilla de plataforma casino gurú

I said it and that's how it happened, I tried to enter the page and it told me that it was not found, after almost two weeks waiting the company decided to close the page. I need help please, I invested my money, they owe me €380!!!

Lo dije y así pasó, me intento meter en la pagina y me pone que no se encontró, después de casi dos semanas esperando la empresa decide cerrar la página. Necesito ayuda por favor invertí mi dinero, me deben 380€!!!

Hello? I'm still waiting for a response, today it's been more than 14 days since I made my withdrawal. Today I go to the Myempire casino website and it says it was not found due to a 402 error. This smells like fraud!! Urgent help!!

Hola? Sigo esperando una respuesta, hoy hace más de 14 días que realicé mi retiro. Hoy resulta que me meto en la pagina web del casino Myempire y pone que no se encontró debido a un error 402. Esto huele a fraude!! Ayuda urgente!!

Thank you for your reply, gabriel2352003. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

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

This is not the first time I do it. I don't understand that verification thing anyway, they didn't ask me to verify anything and I also played without a bonus. It also doesn't let me access the page and gives me a 404 error.

No, es la primera vez que lo hago. No entiendo eso de verificación de todas maneras, no me pedían verificar nada y también jugué sin bono. Igualmente no me deja acceder a la página me pone error 404

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I don't understand what you mean, I have already told you that I tried to get on the website and it won't let me and I had 380 pending withdrawal!! I don't have conversations with them other than live chat (support).

It seems very strong to me but good. A, and I've been waiting almost three weeks.

No entiendo a que se refiere, ya le he dicho que me intento meter en la web y no me deja y tenía pendientes de retiro 380!! No tengo conversaciones con ellos por otro lado que no sea el chat en vivo (el soporte).

Me parece muy fuerte pero bueno. A, y llevo esperando casi tres semanas.

Thank you very much, gabriel2352003, for your cooperation. I will now transfer your complaint to my colleague Jakub (jakub.m@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.  

Well wow... But what exactly should I do? Or what are you going to do to try to fix it?

Pues vaya... Pero que es lo que debo de hacer exactamente? O que es lo que vais a hacer vosotros para intentar arreglarlo?

Hello gabriel2352003,

My name is Jakub and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.

I would like to invite MyEmpire Casino’s representatives to join this discussion in order to resolve this issue.

Dear MyEmpire Casino,

Could you please provide an update on the status of the player’s withdrawal request?

Best Regards,

Jakub