Complaint #52 MyEmpire Casino

Winnings disappeared after bonus cancellation no withdrawal made

By Lucie12

1 year ago

Hello,

On April 5, 2025, I played a game at MyEmpire Casino and won approximately CZK 6,000. When I exited the game, my balance clearly showed CZK 6,014.5.

Shortly after, my balance started decreasing automatically – first to CZK 2,500, then to CZK 500, and finally to CZK 0 – without me making any withdrawal or playing any other game (as I have proven with screenshots of my balance history, both in the live chat and by email).

I contacted customer support and provided all requested details – including screenshots, game name, date, time, and bet IDs. I was told someone would follow up, but no response came. When I followed up again via live chat, I was told that the winnings had been "successfully paid out" – which is not correct, as I never made any withdrawal and no money was received.

I kindly ask for a fair review of this case. The winnings disappeared without explanation or justification. I am ready to provide all supporting evidence again if needed.

Thank you for your time.

< first name removed >

Disputed Casino MyEmpire Casino

Reason Other

Amount Kč6014.5

Discussion

AskGamblers

• Support Team

11 months ago

Dear @Lucie12,

Following a careful review and consideration of your case, the AskGamblers Complaint Team reached the conclusion that, unfortunately, your complaint is not compliant with the AGCCS Guidelines, section Balance played off while waiting to be paid and, therefore, is being rejected. Please keep in mind that following all AGCCS Guidelines is mandatory.

Please keep in mind that while we can understand your frustration and disappointment of probably not being paid within the time frame specified by the operator, it is up to you to refrain from playing until the processing of your payment is finalized accordingly. Instead, you kept playing and lost your balance subsequently which means that unfortunately, you will also lose the validity of your claim against the operator which led to the rejection of the complaint.

And while we understand this might not be the outcome expected by the complainant, we would like to remind you that in case of disagreement with our decision further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

MyEmpire Casino

• Representative

11 months ago

Dear Lucie12,

After a careful review, we would like to confirm that the winnings of the provided Bet ID were added and played.

Kind Regards,
MyEmpire Team

AskGamblers

• Support Team

11 months ago

Dear all,

This complaint has been reopened as per MyEmpire Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

AskGamblers

• Support Team

1 year ago

Dear MyEmpire Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

MyEmpire Casino Complaint Stats

Resolved 47 / 48

Avg. Amount $2,068

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

MyEmpire Casino Complaints

See all complaints for this casino

Failed responsible gamblimg policy

Dear AskGamblers Complaint Team,

I carefully reviewed all of my records and discovered evidence that included in my complaint.

After carefully reviewing my records, I was able to locate additional emails and screenshots which provide a much more complete and accurate picture of the events. I respectfully ask that my complaint be reconsideredbased on this complete evidence.

For clarity, I would like to present the events in chronological order.

8 January 2026

I contacted MyEmpire Casino and requested that my account be permanently closed and that I be permanently prevented from gambling on their platform.

My message stated:

“Please delete my account and block my person for playing on your platform for all the time.”

Unfortunately, I sent this request from an email address that was not associated with my casino account.

The casino replied that they could not process my request and asked me to contact them again using the email address registered to my account.

(Attachment 1)

⸻

23 January 2026 – Live Chat

After contacting the casino again using my registered email address, I continued the conversation through Live Chat.

During this conversation, I explained that I had previously requested the closure of my account because I could no longer control my gambling.

The support agent asked me:

“I’m sorry if I misunderstood, but from what I gather, you’re requesting an account closure because of gambling addiction?”

I clearly replied:

“Yes! I have that problem with addiction to gambling.”

This conversation demonstrates that the casino clearly understood that my request was directly related to gambling addiction.

(Attachment 2)

⸻

23 January 2026 – Account Exclusion

Shortly after the Live Chat conversation, I received an email from MyEmpire stating:

“Based on the information you have shared with us, and always having your personal best interest in mind, we have proceeded with the exclusion of your account on our site, for your own protection.”

The casino informed me that my account had been excluded for my own protection based on the information I had shared with them.

(Attachment 3)

⸻

After the Exclusion

After receiving confirmation that my account had been excluded, I never contacted the casino to request that my account be reopened or that the exclusion be removed.

At a later date, I simply used the standard “Forgot Password” function available on the casino website.

The system allowed me to reset my password, regain access to my account, make deposits and continue gambling.

At no time did I request that my account exclusion be lifted or that my account be reopened.

⸻

Promotional Messages

Despite the casino confirming that my account had been excluded for my own protection, I continued receiving promotional SMS messages encouraging me to gamble.

(Attachment 4)

⸻

Gambling After the Exclusion

After regaining access to my account, I was able to make further deposits and continue gambling.

I respectfully request that AskGamblers ask MyEmpire Casino to provide the complete history of my deposits and gambling activity after my account had been excluded, as these records are held exclusively by the operator.

⸻

Refund Offer

After I raised my complaint with the casino, MyEmpire sent me the following written offer:

“We would like to offer you the refund of 800 EUR. To proceed with the refund, kindly provide us with the details of your bank account.”

I immediately provided all the requested bank account details.

However, the refund was never paid, and I received no further response from the casino.

(Attachments 5 )

⸻

Additional Request

As I no longer have access to the casino’s internal records, I respectfully ask AskGamblers to request the following information from MyEmpire Casino, if necessary:

* the complete Live Chat transcript relating to my request for account closure;

* all internal notes and records relating to my responsible gambling case;

* the complete account status history, including any changes made after my account was excluded;

* password reset and account access logs;

* the complete history of promotional SMS messages, emails, bonuses and other marketing communications sent after my account had been excluded;

* the complete history of my deposits, withdrawals and gambling activity after my account was excluded.

These records are held exclusively by the casino and are essential for establishing the full facts of this case.

I respectfully believe that the additional evidence attached to this letter provides a much more complete picture of the events than my original complaint.

I therefore kindly ask AskGamblers to reconsider my complaint..

Thank you very much for your time, your consideration, and the valuable work you do in assisting players and resolving disputes fairly.

Kind regards,

48h left

€800

Withholding Payment Since The 23rd May

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.

Resolved

€1,381

Waiting 8 days for a withdrawal please help

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.

Resolved

$100

Delayed VIP withdrawals and lack of communication

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.

Resolved

$1,800

Unable to withdraw 1000 USD

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.

Resolved

$1,000

MyEmpire Casino- Urgent withdrawal request account blocked for months

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.

Resolved

$14,433

Pending Withdrawals at MyEmpire Casino

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

Resolved

€500

Prolonged verification beyond TC with lack of transparent communication

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.

Resolved

€3,550

Delayed withdrawal for nearly a week now MyEmpire

It’s been nearly a week now of constant reassurances I’ll be receiving my money, only to be met with the same under review when I look at it. I get the same response every time, my withdrawal is in the final stages and will be completed soon, only to be told later it’s been delayed. I do not trust anymore I will receive my funds so that’s why I’m filing this complaint. I want my $740.

Resolved

$740

Waiting withdrawal to be accepted

Hello AskGamblers and MyEmpire.

I am asking for your help. I requested a withdrawal from the casino on 22.11.2025, 650€.

The casino rules state that all withdrawals must be processed within 3 banking days from the moment the withdrawal request is submitted.

In my case, 5 business days have already passed. No one accepted or withdrew my funds.

The customer service asked me to contact them, which I did,d but nothing is happening. They told me just "it's going to take a few more days"

Please could you help me?

Resolved

€650