Casino Empire - Pelaajan kotiuttaminen on viivästynyt.

I have been waiting for 2 months for a withdrawal of 1000 euros to be debited from my account. It is not possible to wait all this time. The only thing I can do is start chats with assistance but they don't tell me anything and I have to wait and be patient because they are doing checks. But it doesn't seem right to wait all the time without receiving the money and valid explanations for this delay.

Sto aspettando da 2 mesi che mi venga addebitato sul conto un prelievo di 1000 euro. Non è possibile aspettare tutto questo tempo. L'unica cosa che posso fare è avviare delle chat con l'assistenza ma non mi dicono niente e devo aspettare e aver pazienza perché stanno facendo dei controlli. Però non mi sembra giusto aspettare tutto pesto tempo senza ricevere i soldi e spiegazioni valide per questo ritardo.

Dear Angelo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

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

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

I have already had the opportunity to make other withdrawals before this and everything went well, within 10 working days at the most they arrived. What is KYC verification? They simply told me that there is a need for more checks because there are people who cheat and that there is a high number of withdrawals from users. Every day I piss them off to know when they will give me the money.

Ho già avuto modo di effettuare altri prelievi prima di questo ed è andato tutto bene, entro 10 giorni lavorativi al massimo mi arrivavano. Che cosa è la verifica KYC? Mi hanno semplicemente detto che c'è bisogno di più controlli perché c'è gente che froda e che c'è un elevato numero di prelievi dagli utenti. Ogni giorno gli rompo le scatole per sapere quando mi daranno i soldi.

Verification, or KYC (Know Your Customer/Client) is a very important and essential process, during which a casino verifies a player's identity to make sure that the money is sent to the rightful owner. In order to verify the player's identity, casinos request certain documents. Usually, casinos require at least one type of ID (ID, driver's license, passport) and one type of proof of address (utility bill, phone bill, etc.). However, some casinos can ask for bank statements, proof of ownership of the payment method used to make a deposit, various selfies, etc.

Most casinos perform the verification at some point, sooner or later - some casinos don't let players make deposits before they submit documents, other casinos let players withdraw the first or few smaller withdrawals without it, but most often casinos ask for documents at the point of the first withdrawal.

Could you please advise if you have ever submitted documents to verify your identity? What payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?

yes, I have already asked for those documents in the first withdrawal about a year ago and as usual as a withdrawal method I have chosen the bank transfer to my account.

si quei documenti me li hanno già richiesti nel primo prelievo circa un anno fà e come al solito come metodo di prelievo ho scelto il bonifico bancario sul mio conto.

Have you accumulated your winnings with or without an active bonus? Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?

In my account it is marked as pending. The withdrawal is due to an incorrect amount that I uploaded to the account (I had to upload 100 and instead uploaded 1000). I also told them about this error in the chat with the operators.

Nel mio account è contrassegnato come in attesa. Il prelievo è dovuto a un errato importo che ho caricato sull'account ( dovevo caricare 100 e invece ho caricato 1000). Di questo errore glielo anche detto a loro nella chat con gli operatori.

Thank you very much Angelo for your reply. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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.

Hello, Angelo,

I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Casino Empire's representative to join this conversation and participate in the resolution of this complaint.

Dear Casino Empire Team, could you please state the reason why the player's withdrawal has not been fully processed yet and when can he expect the payment?

Thank you in advance for providing the information.

Every day I ask for information, but the answers are always the same. I arranged the bank transfer on February 21, 2022 ......

Ogni giorno chiedo informazioni, ma le risposte sono sempre le stesse. Ho disposto il bonifico in data 21 febbraio 2022......

We would like to ask Casino Empire Team to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have a negative impact on the casino's rating.

But we have to wait so long to get certain answers from these guys ..... it's absurd, every day they say the same thing. I am still waiting for the Finance Department to send me some reply emails after the one month reminder made (I don't know if this is true) from technical support

Ma c'è da aspettare così tanto per avere delle risposte certe da questi tipi..... è una cosa assurda, ogni giorno dicono la stessa cosa. Sono ancora in attesa che il Dipartimento Finanziario mi manda qualche mail di risposta dopo il di un mese di sollecito fatti ( non so se è vero) dal supporto tecnico

Dear Angelo,

Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more possible way how you can try to speed up the process - to file a complaint with the gaming authority the casino is regulated by - Gaming Curacao. It is possible to file a complaint via the official website (http://www.gaming-curacao.com/) and using a "Contact" button or by sending your complaint to info@gaming-curacao.com. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed.

If there is any progress with your issue or you need help, please let me know at branislav.b@casino.guru.

I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru