Casino Empire

On Dec 20th I registered an account at Casino Empire. I tried to withdraw $1640 the same day but the withdrawal information requested an IBAN code. I contacted a host ALEX and he kindly explained that they are having issues with Iban information from Canadian,, since Canadian banks don't have Iban code. He kindly offered to withdraw the $1640 manually on my behalf (which he did). He then offered me a great match and I deposited again and withdrew the next day $1303.
Unfortunately, Alex has been avoiding my request to have it withdrawn on my behalf and the $1303 is still showing in my account for the past 6 weeks. I have been emailing Alex everyday since ( 73 emails). Once in a while he will tell me that the payment of $1640 is on its way and to wait another 2 days. Well!!!! I have not yet received the $1640 and believe it or not the $1303 is still in my casino account.

Where do I go from here?

Thank you for your advice!

I would like to add that my wife opened an account shortly after and won $11740
Alex is her host and after back and forth emails he finally succeeded in paying her $5000 of that amount. For the past 5 weeks, she has been requesting the remaining $6740 without any luck. The $6740 is still sitting in her casino account.

I have over 60 emails and my wife is in the same boat!

Thank you sooo much for your HELP,, we dont know what else to do at this point!

Well, I‘ve managed to get my account verified, wagered the first deposit bonus and ended up with a total of 323,92€ in winnings. I‘ve started the first attempt of withdrawing the money on March 23rd.

Three days later I‘ve checked the status and had to realise that the transaction, without me getting any email notification, was cancelled; with the reason „Postal Code not in correct format“.

(As it is entered like this in my profile, I‘ve entered the Postal Code, and the Name of the District, I live in, and thought this might be the problem), so I started the withdrawal again on March 26th, by just entering the 4 digits of my Postal Code; same story as before, a few days later it was cancelled for the same reason and without me getting a notification.

Requested the withdrawal again on March 30th, trying a different format - cancelled again.

As there were no more options left I could’ve tried, on March 31st I wrote an Email to the support via the contact form on the website (reply and correspondence attached), explaining my situation in detail and asking for help and advice. The answers I‘ve received have not been helpful at all „recheck your postal code and enter the right data“, „your postal code is not in the correct format you need to repeat your withdrawal request“.

After I explained that there are no format options left I could try, the support stopped replying to my mails, so I contacted the Live Chat.

The nice lady on the other end asked me to request the withdrawal again by just entering the 4 digits of my postal code, I told her that I‘ve already tried that and that it did not work, she assured me that it will work now. (transcript attached)

So I requested it again on the same day, on March 31st.

Today is April the 5th and it‘s still not confirmed, status is „Awaiting“.

I’m afraid that the withdrawal will be cancelled again and that the whole process starts again