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Two Withdrawals of 480 Euros is delayed by two weeks


vor 1 Jahr
Hello It has now been two weeks since I have submitted my two withdrawals of 480€. I have contacted live support chat and have emailed customer support more than three times. I keep getting the same response about how my withdrawals are delayed but there is nothing to worry about. And that they are going to expedite my process however I get no other information on why it’s being delayed. I have offered different payment methods so that my withdrawals can be completed quicker but I still have not received a response. I even emailed on Wednesday March 12, and they did not even respond. I am looking forward to having my case resolved thank you.
Unseriöses Casino MyEmpire Casino
Betrag €960

Diskussion

User name

Dear @Christian25,

The AskGamblers Complaint Team is kindly asking you to assist the MyEmpire Casino team further and send the required verification paperwork.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process, therefore please make sure to confirm by posting the public message if you have provided requested information.

Should you refuse sending the required verification paperwork, or fail to confirm, we will have no other choice but to reject the case and recommend you forwarding it to the relevant regulatory body.

Thanks for your cooperation.

User name
Dear Christian25,

Kindly be advised that you did not provide us with the requested documents yet. You provided us with an ID document of a restricted country (USA).

In such cases, we need additional identity verification, such as a residence permit or ID document of the country you registered from. Additionally, we require a proof of address document, such as a bank statement, utility bill or any government issued document, showing his current address details.

Regarding additional documents, I refer you to clause of our Terms and conditions:
- 5.1 of our Terms and Conditions: "You must provide us with all information that we may request in order to manage your account, verify your identity or the source of the funds deposited to your account. This includes (but is not limited to) properly certified ID, proof of residence, proof of ownership and transaction histories of the payment methods used, including bank or credit/debit card statements etc."

I hope this clarify your situation.

Best Regards,
MyEmpire Team
User name loyalty-level-2
On March 21st 2025, I uploaded identification that was accepted and verified within 3 days. On the casinos website it said nothing about it needing to from a specific country. Now all of a sudden they are asking for an Ireland identification document after I already uploaded a U.S Passport. I have and am going to upload an alternate form of identification from Ireland as I am studying at college here in Ireland. My name, and picture is on the document with the academic year. Thanks.
User name loyalty-level-2
Hello, thank you for responding however, it has appeared to me that now the casino is asking for different identification. I had already submitted documentation that had identified myself and it passed verification and was accepted by the casino before, but now they need different identification. This just doesn’t make sense. If my identification passport was accepted once before why is there a need now to upload a new one ?

MyEmpire Casino Beschwerde-Statistik

Gelöst 56 / 59
Durchschn. Betrag $2,105
Durchschn. Dauer 6 Tage
Durchschn. Antwortzeit 2 Tage

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