MyEmpire Casino - Η απόσυρση του παίκτη έχει καθυστερήσει.

I have been waiting for 2 weeks now to receive the money I won. They sent me an email stating that the withdrawal was completed on July 20th, but the funds have still not appeared in my account. Furthermore, my bonus was stuck at 0.01 cents just as the completion day passed and I had made a withdrawal. Despite receiving emails regarding my withdrawals, my account was blocked and ever since, they have been constantly requesting verification. When I send the documents they ask for, they don't respond at all. I was also informed in the chat that it is an issue with the bank, which I have undoubtedly contacted, but there doesn't appear to be any activity on my account. Can anyone help me retrieve my funds?

Περιμένω 2 βδομαδες τώρα να μου βάλουν τα χρήματα που κέρδισα και ενώ μου έχουν στείλει email ότι έχει ολοκληρωθεί η ανάληψη από 20/7 ακόμα δεν έχουν φανεί τα χρήματα και ενώ είχε κολλήσει το μπόνους στα 0,01 λεπτά μόλις πέρασε η μέρα της ολοκληρώσεις και έκανα ανάληψη τα χρήματα ενώ μου ήρθαν email με τις αναλήψεις μου μπλόκαραν το λογαριασμό και έκτοτε όλη την ώρα μου ζητάνε ταυτοποίηση ενώ στέλνω τα έγγραφα που μου ζητάνε μετά δεν μου απαντάνε καν. Επίσης στο chat με ενημέρωσαν ότι είναι θέμα της τράπεζας που βεβαίως επικοινώνησα και δεν φαίνεται τίποτα να κινείται στον λογαριασμό μου. Μπορεί τις να βοηθησετε να πάρω τα χρήματα μου;

Dear goody1492,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your withdrawal has been processed but never reached you? Have you received transaction tracking numbers from the casino? I understood that you have opted for a bank wire transfer, is that correct?

Please understand, bank transfers can be tricky, and the entire process can take a bit longer since intermediary banks might be involved, and international transactions take place.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Good evening yes I understand but I have emailed and they have not even responded and they have also blocked my account whenever I can't log in to see what the status is. The withdrawal has been made correctly by transfer, but they have not replied to me about the numbers of the transactions.

Καλησπέρα σας ναι το καταλαβαίνω αλλά έχω στείλει email και δεν μου έχουν απαντήσει καν και επίσης μου έχουν μπλοκάρει και το λογαριασμό όποτε δεν μπορώ να εισέλθω για να δω σε τι κατάσταση είναι . Σωστά με έμβασμα έχει γίνει η ανάληψη αλλά δεν μου έχουν απαντήσει για τους αριθμούς των συναλλαγών .

Thank you very much, goody1492, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you goody1492 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask MyEmpire Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Dear Peter,

Thank you for reaching out.

Please be informed that we sent you an email. Looking forward for your reply.

Best regards,

MyEmpire.com

Thank you MyEmpire Casino for the update. Dear goody1492, I have received a message from the casino stating that you have successfully withdrawn your funds, can you please confirm that? Thank you in advance!

Yes, in the end there was a problem with the bonus and it was miscalculated, but I withdrew the rest of the money and it was used up quite quickly when everything was fine!!!!

Ναι τελικά υπήρχε πρόβλημα με το μπόνους και ήταν λανθασμένη η προσμέτρηση του αλλά το υπόλοιπα χρήματα τα έκανα ανάληψη και αρκετά γρήγορα κιόλας διεκπαιρεωθηκε όποτε όλα καλά !!!!

Dear goody1492,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter