Casino Empire - Hráč se snaží vybrat své výhry.

Hello I wanted to make a payment of 2000 euros in the empire casino on 02/28/21 I was also sent a confirmation email that it has been processed, but to this day I have not received a payment let alone heard from them. I wrote to support a few times but they always say the same thing and take care of it

Today is 04/07/21 I still don't have my money.

Hallo habe am 28.02.21 eine Auszahlung von 2000 Euro im casino empire machen wollen mir wurde auch eine Bestätigungs Mail geschickt das es bearbeitet wirdhabe aber bis heute keine Auszahlung geschweige was von denen gehört. Hab paar mal den Support angeschrieben die sagen aber immer das gleiche und kümmern sich drum

Heute haben wir den 07.04.21 mein Geld habe ich immer noch nicht.

Dear Daniel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you ever made a successful withdrawal before? Could you please confirm whether you passed the KYC?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru (or alternatively post it here).

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello no, I haven't had a payout at this casino before, my account is verified.

Hallo nein ich habe vorher noch keine Auszahlung bei diesem casino gehabt, mein konto ist verifiziert.

Thank you very much Daniel for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Daniel,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Casino Empire to the conversation to participate in the resolution of this complaint.

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

Hello,

We are glad to inform that certain withdrawal has been approved.

Our finance team will complete transaction as soon as possible.

We do apologize for delay and we have informed our customer about it.

Have a nice day and stay safe!

It took a long time to withdraw the money. 2 days are in my account.

Even if the payout takes longer. It is a good casino that can be recommended.

Es hat lange gedauert mit der Auszahlung Geld ist seid 2 Tagen auf meinem Konto.

Auch wenn die Auszahlung länger dauert ist. Es ein gutes casino was man weiter empfehlen kann.

We are very glad for our customers to have understanding.

We do apologize for all the inconvenience our customer have experienced.

Have a pleasant day and stay safe!

Silvana

Thank you both for your replies.

Dear Daniel,

I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. 

Best regards,

Peter