MyEmpire Casino - Die Auszahlungen der Spieler haben sich verzögert.

Hello,

I last deposited €30 via Mifinity on March 18, 2025.

By the time I decided to cash out, I had won €2,500. I requested a withdrawal of €500, a day later another for €500, and yet another for €500 the day after that.

The payouts haven't been processed yet. In the meantime, I've lost the remaining €1,000.

In the chat you are always put off, but nothing happens.

So I've been waiting for a total of €1,500 for almost three weeks.

Hallo,

ich habe zuletzt am 18.03.2025 30 € per Mifinity dort eingezahlt.

Bis ich beschlossen habe auszuzahlen, hatte ich 2500 € gewonnen. Ich beantragte eine Auszahlung über 500 €, einen Tag später eine weitere über 500 €, und wiederum einen Tag später erneut eine über 500 €.

Die Auszahlungen wurden bis heute nicht bearbeitet. In der zwischenzeit habe ich die restlichen 1000 € wieder verspielt.

Im Chat wird man immer nur vertröstet, es passiert jedoch nichts.

Ich warte also seit knapp 3 Wochen auf insgesamt 1.500 €.

Dear MerkurStar,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you're experiencing. To assist you better and clarify the situation, could you please provide us with the following details:

• What is the reason provided by the casino for the delay in processing your withdrawals, if any?
• Could you confirm whether your account documents have been verified by the casino?
• Did you accumulate your winnings with or without a bonus?
• Have you made any successful withdrawals from this casino before?

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

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Every time I ask the casino in chat, they tell me it's still being processed, but there are delays, it's in the final stages, and I shouldn't worry. But I've been hearing the same thing for weeks.

The casino account states that my account does not need to be verified.

The winnings are real money and not a bonus.

I have not requested any withdrawals from this casino before.

Bei jeder Nachfrage im Chat vom Casino, wird angegeben, dass es noch in Bearbeitung ist. Es jedoch zu Verzögerungen kommt, in der Endphase sei, und dass ich mir keine Sorgen machen soll. Nur höre ich seit Wochen immer das Gleiche.

Im Casino-Konto steht, dass mein Konto nicht verifiziert werden muss.

Die Gewinne sind Echtgeld und kein Bonus.

Ich habe vorher noch keine Auszahlungen bei diesem Casino beantragt.

Could you please forward me all the communication between you and the casino’s customer support regarding the delay in processing your winnings? You can send it to veronika.f@casino.guru. Alternatively, feel free to upload screenshots directly here if that’s more convenient for you.

Here's a screenshot from today of a typical chat history. That's all I have. But I always get the same responses. Since every chat history isn't automatically sent to you via email, I don't have the most recent conversations in writing.

Hier ein Screenshot von heute eines typischen Chatverlaufs. Mehr habe ich nicht. Es kommen aber immer die gleichen Antworten. Da einem nicht automatisch jeder Chatverlauf per E-Mail zugesendet wird, habe ich die letzten Konversationen nicht schriftlich.

I received a payout of €500 today, and the remainder is still pending.

Ich erhielt heute eine Auszahlung i. H. v. 500 €, der Rest steht noch aus.

Today I received the remaining outstanding balance. The case can now be closed. Thank you Casinoguru!

Heute erhielt ich die restlichen Ausstände. Fall kann somit geschlossen werden. Vielen Dank Casinoguru!

Dear MerkurStar,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika Fritz

Casino.Guru