Hello, on the My Empire page, my withdrawal has been pending for 7 days and still hasn't arrived in my account.

Ola en la página my empirie mi retiro ah pasado 7 días y aún no me ah llegado nada ah la cuenta

Dear fanigomezgranada,

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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Let's see if Ami told me that it's been 3 to 5 days and still nothing. It's not normal that it takes so long. The withdrawal hasn't even been reviewed yet.

Aver si Ami me dijeron k 3 ah 5 días y aún nada no es normal k tarden tanto esk Aun no sale ni revisada el retiro

Well now they have cancelled my withdrawal. I have had to request another one again but the money has not arrived and I have been waiting for the money for 14 days now, they just give me the runaround and it never arrives.

Aver ahora me an cancelado el retiro eh tenido k volver ah solicitar otro pero nada k llega el dinero y llevo ya 14 días esperando el dinero solo me dan vueltas y nunca llega

Thanks for the update,

I am sorry to hear that. Has the casino offered any guidance in the situation?

Were you for example recommended another payment method, or informed about the need for further verification?

Have you contacted casino support yourself and asked for assistance?

Yes, by transfer, but we are still the same, without receiving the money, and the withdrawal is not even reviewed, nothing at all.

Si x trasferencia pero seguimos igual sin recibir el dinero ni sikiera sale revisado el retiro nada de na

The transfer still hasn't arrived and they only tell me that it may take a while but they don't give me any solution. It's been many days now.

La trasferencia sigue sin llegar y solo me dicen k se puede demorar pero no me dan ninguna solución ya son muchos días

Thank you very much, fanigomezgranada, for providing the necessary information. I will now transfer your complaint to my colleague Romi ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Ok, thanks, I'm still the same, they give me a lot of trouble but the money never arrives.

Vale gracias aún sigo igual me dan muchas vueltas pero el dinero no llega nunca

I say without answers

Digo sin respuestas

Hello fanigomezgranada,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear MyEmpire Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear fanigomezgranada,

We are happy to confirm that your withdrawals has been processed, and the money has been sent from our side on 12th of December 2024.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.

Our team wishes you all the best for your future activities!

Best regards,

MyEmpire Team.

Greetings all.

Thank you, MyEmpire Team, for the information.

Dear fanigomezgranada,

Please come back to us whenever you receive the payment.

Thank you in advance.

Respectfully,

Romi

Dear fanigomezgranada,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello all.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Best regards,

Romi