MyEmpire Casino – generel debat (side 6)

We'll be waiting here for your updates.

Hello!

I should get 25% live casino cashback (on every monday get every player, who is request in chat/e-amil), but "administrator decided", i cant get any bonuses in the futute! (no any details)

Very kind! I didnt cheat or something, just lost!

Then i closed my account at this casino! Dont play here!

Gabor

Unfortunately, casinos can decide at any time who they will not give bonuses to. It often happens and players write that for "administrative" reasons they are not given further bonuses, which is a shame. Then it will probably be important to find another casino that will not have such an issue.

So I am not surprised that you closed your account. 😕

Hey I have already filed a complaint and I appreciate Casino Guru looking into it, I'm just wondering if anyone else has had issues with copy and pasted answers to withdrawal statuses to the point of feeling mocked when you are asking about a long withdrawal time

Hello,

If you would like to browse other complaints submitted against this casino, this link should help out:

https://casino.guru/complaints/in_progress

I found 9 open cases, including yours. It also seems you are not familiar with the complaint process, so I'd like to help. I suggest you read the instructions here 👈

A complaint is a relatively slow process.

"Each involved party (you, the casino, or the Casino Guru team) has seven days to respond when they are required to do so to move the complaint forward. When this period elapses without a response, we usually choose to prolong the time limit by another seven days.

As the successful resolution of a complaint often takes a lot of communication between all three parties, the total time can add up. The average time it takes to close successfully-resolved complaints is roughly 21 days from the date they were submitted, but again, this varies a lot from one complaint to another."

Let me know if I may help with anything else, please.

God dag. Jeg har ventet i 25 dage på kasinoet på, at min udbetaling blev godkendt. Jeg indgav også en klage gennem casinoguru. Jeg skriver dette her, så du kan være forsigtig, hvis du beslutter dig for at spille gennem dette casino. Hvis noget ændrer sig, skriver jeg det her.

Hej, jeg vil sige, at et godt skridt ville være at indgive en klage. Sagde kasinoet også, hvorfor venter du så længe på dine penge? 25 dage er noget af en massakre, og jeg vil bestemt gerne høre noget relevant. Er det dit første valg her?

Er du stadig i kontakt med casinoet?

I didnt get my withdraw, i cash out 8 days ago.

Hey, did the casino also tell you why is this the case? Do they have reason for delaying payment for longer than a week?

Additionally, did they require documents for verification or not?

Also wanted to tell you that we give casino's 14 days to pay the player and if they won't be able to do that you can reach out to us and we will try to help you.

So, can you hold out a little bit? 🙂

They didn't say anything, but then I'll wait until the 14th day.

Efter omkring 26 dage begyndte de at bekræfte mig. Verifikationen blev gennemført inden for 24 timer. Derefter gik betalingerne glat. Jeg anbefaler i hvert fald ikke casinoet. Det ligner bankonbet casino.

Well then, when the time is up, be sure to let us know if the situation has moved forward or not. If not then we will try to help you.🙂

Jeg er glad for, at alt gik godt til sidst, selvom det er rigtig længe at vente en måned på penge, så jeg er ikke overrasket over, at du har denne mening.

Så jeg krydser fingre for dig, hvis du spiller et andet sted og ikke skal vente evigt på dine penge.

Held og lykke. ☘️🤞

Hej.

Jeg vidste ikke engang, at hvis jeg annullerer bonussen, ville de penge, jeg normalt vandt for mine indskudte penge, forsvinde. Det er 6000,- og det irriterer mig virkelig. Ingen forklarer noget, svarer ikke (5 dage), generiske svar i chatten, der er meningsløse. Det virker meget utroværdigt, og advarslen om, at hvis du annullerer bonussen, vil din saldo blive nulstillet, bør helt sikkert dukke op, når du er ved at annullere bonussen. Dette casino mangler virkelig retfærdighed, kommunikation og interesse for kunder/spillere. Så jeg anbefaler det virkelig ikke.

Do I understand correctly that you have a balance of real money in your account, but when you cancelled a bonus that you didn't play with, the money disappeared? Or have you played with that bonus?

I am not really sure how it was, so could you please describe what exactly happened?

Hej, jeg vil gerne indgive en klage over myempire. Jeg har ventet på en tilbagetrækning siden den 28. De gav de 14 dage skylden, og jeg har stadig ikke modtaget noget svar, kun at der er mange hævninger i køen, men min tilbagetrækningsstatus forblev i fase 2 og har ikke ændret sig siden den 28. Det er rigtig ærgerligt. Supportteamet bliver ved med at udsætte mig og gentage det samme for mig med forskellige ord. Jeg vil gerne vide, om jeg modtager min hævning, eller om de bare tager mig en tur. Hilsen...

Hey, I wouldn't hold my breath in that case, since you wait quite a long time for the casino to tell you just such common things. 

Is this your first withdrawal? Didn't you have to send any documents? What is the status of your withdrawal? 

Coming back to the complaint, you can file it here on this link. ⬅️

I'll keep my fingers crossed that you have the money as soon as possible.🤞

Won a large amount of money (total balance of 16000 EUR), submitted withdrawal requests on March 21, 22 and 23, have not heard anything from the casino since. Have contacted support who are just stalling - ignoring my emails and after a few reminders sending the same mail back, "Please note that it may take some time to process your inquiry, as we are currently experiencing a high volume of requests."

Have submitted a formal complaint today and hopefully will get some help in resolving these issues.

A real shame that they are trying to avoid paying out winnings like this, since otherwise it is a nice casino.

Hi there, really sorry to hear you’re going through this, waiting that long without clear communication, especially with such a big win, must be incredibly stressful.

It’s great that you’ve already submitted a complaint, and we’ll definitely do our best to help you move things forward and get some answers from the casino.

Just out of curiosity, did the casino mention anything about needing verification or say they were conducting an internal investigation? That’s sometimes a reason for delays, though they should be transparent about it if that’s the case.

Fingers crossed we can help you get this sorted soon. 🤞

Keep us posted if anything changes.

No, they did not mention anything. I even asked the live chat on how to submit KYC documentation, since I assumed they will ask for this, but the chat replied that it isn't necessary and if/when it will be, they will contact me. I logged in today and on the Verification page it still says: