The casino rejects my documents in order not to pay out my money

Good morning.

I hope you are well.

I have three withdrawals pending with My Empire; one from the 23rd May, another from the 26th May and another from the 1st June, totalling €1381 outstanding.

I have had previous withdrawals.

I have followed this up by email, only to be fobbed off with 'We're working on your withdrawal' etc.

I have made a formal complaint, yet I have still not received anything.

I have attached screenshots showing all of the above.

I would very much appreciate your assistance with this matter.

Should you require anything more from me, please don't hesitate to ask.

Thank you.

I deposited 50.00 and played for a bit, I ended up withdrawing 100.00
It has been under review for 8 days now and customer service keeps telling me its going to be processed very soon and I have nothing to worry about. But nothing ever happens with the withdrawal. My account is verified, I have no bonus money. Everything should be straight forward but for some reason they do not want to pay the 100.00
I feel like im begging everytime I contact and ask what the hold up is.
They just keep telling me to be patient, that they are working on it. I playbon quite a few casinos and this is the first time ive doubted that ill actually see my withdrawal.

I am writing to submit a formal complaint against MyEmpire Casino regarding two delayed withdrawals and a complete lack of response from their VIP department.According to an official email received from the casino, my account has VIP status, which explicitly promises "Traitement prioritaire" (priority processing) for my financial transactions and access to a dedicated VIP concierge service.However, the casino is currently failing to meet these commitments:

First withdrawal: $1,000 CAD (specify your currency), requested on May 21, 2026. Still pending.

Second withdrawal: $800 CAD (specify your currency), requested on May 22, 2026. Still pending.

Furthermore, I contacted the VIP department via email more than 48 hours ago to inquire about this delay, and I have received absolutely no response.As an exceptional player with promised priority service, waiting this long without any processing or communication is unacceptable. I request MyEmpire Casino to immediately review my account, approve my pending withdrawals, and provide an update.Thank you to the AskGamblers team for your assistance in resolving this matter.

Hello AskGamblers,

I would like to file a complaint against MyEmpire Casino regarding my inability to withdraw my funds.

For approximately two weeks, I have been trying to withdraw over $1,000 USD. During this time, I have contacted customer support multiple times via email and live chat (speaking with around 6–7 different agents). Unfortunately, I have not received any meaningful assistance. In several instances, live chat agents ended the conversation abruptly without resolving my issue.

The core problem is related to withdrawal methods. I initially deposited using a credit card. However, withdrawing via credit card or bank transfer is not available as an option in my account. The only withdrawal methods offered to me are cryptocurrency and e-wallets (Skrill/Neteller).

To comply with their requirement of withdrawing via the same method as the deposit, I created a Neteller account. However, when I attempted two separate withdrawals via Neteller, both were cancelled with the explanation that I must use the same method as my deposit.

This creates a clear contradiction:

I am required to withdraw using my deposit method (credit card),
But that method is not available to me in the withdrawal options.

As a result, I am effectively blocked from accessing my own funds.

I have made every reasonable effort to resolve this directly with the casino, but they continue to repeat the same instructions without offering a viable solution.

I kindly request your assistance in resolving this matter and helping me withdraw my funds.

Also: I have screenshots of most of the conversations and more if needed

Thank you for your time and support.

I have been under account verification since December 4, 2025. I have already submitted all requested documents multiple times, but my verification status remains “under review” with no progress.

My account is currently blocked and I cannot access my funds.

At this point, I am not interested in continuing to use the account. I only want to withdraw my remaining balance.

This verification process has been ongoing for several months without resolution, which is unacceptable. I request that the operator either:
1. Complete the verification immediately and allow the withdrawal, or
2. Enable the withdrawal of my full balance and close the account.

I have fully cooperated and provided all requested documentation. I need urgent assistance to recover my funds.

Thank you.

Dear AskGamblers Team,

again MyEmpire is delaying withdrawals. Withdrawal was request on February 15th - EUR 500,00. Meanwhile we have February 27th and nothing happened; I even spoke to their customer service, but nothing..
I would be glad if you could help once again.

Thank you very much in advance.
Best regards

Dear Askgamblers!

I am writing this complaint regarding the unjustified delay of the verification of my account and, thus, the restriction of withdrawals from my MyEmpire account. I have provided everything that the casino asked for regarding verification, yet they are exceeding the total time of verification specified in their T&C by a wide margin, and giving lacklustre answers when I contact them about the progress.

I would like Askgamblers to step in and call them out to provide transparent communication, and finally, allow me to withdraw my funds that I have been waiting for almost a month.

Details:

- Registered on Jan 24th, 2026

- Deposited 280 EUR on the same day as the registration date. No bonuses were accepted. (Jan 24th, 2026). Deposit method: USDT ETH
- Played through sports betting and casino, turning my balance into 3550 euros by Jan 27th 2026

- On the same day, I initiated a withdrawal for 500 euros (Jan 27th 2026)

- On the same day, I uploaded the following verification documents:
o Personal ID card
o Selfie with personal ID card with website in the background

- After 9 days(!), on Feb 5th, 2026, they asked me for a different personal ID documentation, because my ID is “expiring soon”. This “soon” is on 24th February, 2026, so at the time of writing this and uploading, it is perfectly valid. Nonetheless, I went over and uploaded my driver's license.

- Ever since that, the request for verification documents to be uploaded on the page has disappeared; however, when I open the verification page, I have the message “Verification required”, but no specification or availability to upload any documents. Nothing is asked, but it is still “required”.

- I reached out to the customer support through chat multiple times during this period, but the answers were always insisting on waiting more and being patient. I will attach the latest chat where “Akim” agent told me to contact them through email. I did, but I received an answer telling me to keep waiting (again..). I attached the relevant proofs so you can check the exact communication.
As their T&C specify 10 days for verification, and now we are pushing 22 days since I started the verification, and 13 days since the last verification document upload, dealing with avoidant communication from the casino, I lost my patience, and I believe I have every right to do so.

What I would like to achieve with my complaint:
- I want MyEmpire to finally verify my account.
- I want to have my 500 EUR pending withdrawal processed. Withdrawal target is the same USDT ETH wallet I used to deposit with.
- I want to have my withdrawals unlocked for further withdrawals.

Any other questions required to be answered, I am open to them.

Thank you in advance.

Dear ASKGAMBLERS Team,

it is the third time in a row now that I have 3 pending withdrawals (EUR 500,00 each) at MyEmpire - in total EUR 1,500.00 again.
According to their terms and conditions I should be paid after 3 days latest - this time has passed some days ago.

Please support / help.

Thank you very much in advance.
Best regards,
RANDOMMOVE