MyEmpire Casino - Isplata igraču je odložena.

Withdraws are SLOW

I'm having big balance in casino and can only withdraw 1500 EUR (500EUR per withdraw) and first withdraw took 7days but that's because I was contacted by VIP manager and he speed up withdraw process. After that i made another 1,5k withdraw and now its 10days and still didn't get it. I wrote to VIP manager and i don't get any respond. I contacted online support and i always get same reply, "sorry for delay your withdraw will be processed soon, please be patient". If u are big player and have big winnings u wont get them out fast it will take months... So stay away if u want to cash out big balance.

PS: Before i didn't had any of these problems with delay but i did cash outs from 500 to 2k max

Dear player,

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 the 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.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Ok i will wait till end of week... But these is first time that these happened to be so slow...

Dear player,

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.

On short answer i still didnt get these withdraws. From email communication, these is summary:

Timeline of Withdrawal – MyEmpire

July 24, 25, 26, 2025

Three separate withdrawal requests were submitted, each for €500, totaling €1,500.

August 5, 2025, 13:31 – Bastian (MyEmpire)

Status: Withdrawals are still pending and being processed by the Finance Department.

Note: Withdrawals are usually processed within up to three business days, starting the day after the request or the last processed withdrawal.

Reminder: Weekends and public holidays do not count in this timeframe.

📅August 5, 2025, 17:48 – Aleja (MyEmpire)

Status: Confirmed that the withdrawal requests are being processed.

Reassurance: The requests are in queue and have not been overlooked.

August 7, 2025, 13:38 – Lamine (MyEmpire)

Status: Requests from July 24, 25, and 26 are still pending and under review by the Finance Department.

Note: Internal checks (e.g., account verification) may cause delays, even if no extra documents are requested.

Assurance: The withdrawal is currently being reviewed and should be completed soon.

Reminder: Per section 6.16 of Terms and Conditions, such delays are possible and withdrawals must use the same method as the deposit.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please confirm that you have passed the KYC verification?

If yes, have you contacted the casino to check whether they still need anything else from you?

Could you please specify the bonus you used?

Can you please tell us how much more you are planning to withdraw from the casino, approximately?

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

When I go under Verification i get "At the moment your account does not require Verification" so no i didn't do KYC. And I was never contacted regarding KYC. I'm playing these casino from June 2024 and i withdraw 8x in that time, and like i sad I was never asked about KYC. At least I don't remember it.

Also I already got 1,500 EUR processed from my winnings, so KYC isn't reason for any delay.

Regarding bonus it was classic wager requirements (wagering requirements: 35x deposit + bonus

Maximum bet: €5) And no I didn't violate any of terms.

Well I can tell you exactly I want to withdraw 7.000 EUR more that I have siting on account, and with these speed i would get it by the end of year. I will send you emails from casino communications on your email.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear player,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Dominika