MyEmpire Casino - Затримка зняття коштів

On November 18, 2024, I deposited €40 through FunID and received a 200% deposit bonus. I wagered the bonus according to the terms, and then attempted to make a withdrawal via Zimpler on November 19, 2024. However, the site never allowed a withdrawal through Zimpler, despite seeking help from live support. Ultimately, I submitted a withdrawal request for €285 via Bank Transfer. Days passed—9 to be exact—I asked live support multiple times what was taking so long, and they only said there was a delay with my withdrawal. The withdrawal was promised to take 3-5 days. Today, November 28, I logged into MyEmpire and they started requesting documents for verification. There were no issues during the withdrawal period. This service is extremely slow. I am keeping this complaint open and hoping the matter progresses, though it does seem a bit suspicious.

18.11.2024. Talletin FunID:n kautta 40€ ja sain 200% Talletusbonuksen. Kierrätin bonuksen ehtojen mukaisesti, jonka jälkeen yritin pyytää nostoa Zimplerin kautta. (19.11.2024). Kuitenkin sivusto ei koskaan antanut nostaa Zimplerin kautta, live supportista avun pyytämisestä huolimatta. Lopulta lähetin nostopyynnön (285€) Bank Transferin kautta. Päiviä kului 9, live supportista kysytty monta kertaa mikä kestää, sanoivat vain, että nostossani on viive. Noston keston luvattiin olevan 3-5 päivää siis. Tänään (28.11) menin MyEmpireen ja alkoivat pyytämään dokumentteja vahvistuksesta. Noston aikana siis ei ollut mitään ongelmaa. Erittäin hidasta palvelua. Pidetään valitus auki ja toivotaan että asia etenisi, vähän vaikuttaa kyllä epäilyttävältä.

Dear Ombusken,

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.

Indeed, I sent the second withdrawal request (€500) which was with the same deposit as the previous one, on 25.11. And there's still nothing related to that other than they ask for verification of the documents in relation to both withdrawals. It seems to take a long time to check them too

Tosiaan toisen nostopyynnön (500€) joka oli samalla talletuksella kuin edellinen, niin lähetin 25.11. Eikä siihen vielä mitään liittyen muuta kuin varmennusta asiakirjoista kysyvät molempiin nostoihin liittyen. Taitaa mennä hyvin kauan niidenkin tarkistuksessa

Necessary documents sent, but additionally request Fun ID "account statement". Funid's live chat didn't know that you needed one, and they didn't know where to get it, but they told you to ask via email. Asked by e-mail and they couldn't help but contacted the relevant department. They told us to be patient, now we are waiting for these documents..

Tarvittavat asiakirjat lähetetty, mutta pyytävät lisäksi Fun ID "tiliotetta". Funid:n livechatissa ei tiedetty että sellaista tarvitsisi, eikä osanneet auttaa mistä sen saisi, mutta käskivät kysyä sähköpostin avulla. Sähköpostilla kysytty ja eivät osanneet auttaa vaan ottivat yhteyttä asiaankuuluvaan osastoon. Käskivät olla kärsivällinen, nyt odotellaan näitä asiakirjoja..

my account is now verified, withdrawals are still under review.

tilini on nyt vahvistettu, nostot ovat edelleen tarkistuksessa.

Got my 285€ now. Waiting for 500€ still. Things are starting to get solved

Dear Ombusken,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

I got the money!

Dear Ombusken, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru