Casino Empire Support and Complaints Thread

Hi all

My name is Anastasia. I am glad to assist you in any matter related to Casino Empire. Feel free to contact me with any questions, issues or if you just want to chat about casino and life :)

You can also reach us on [email protected]

At Casino Empire we are happy to offer you a big choice of branded games from top providers and a wide selection of bonuses. With our 24/7 support you can feel safe and sure that all your questions will be answered right away regardless of where you are located. We constantly add new games and payment methods so everyone will find what he or she is looking for.

Join the Empire! May the casino forces be with you 

Welcome to our forum Anastasia. 

Welcome to LCB forum Anastasia! Thank you for being available to assist our members! 

Hi Anastasia,

Welcome, nice to have you here.

Hi Anastasia! Welcome to our forum! 

Nice to have you here Anastasia! Welcome! 

Welcome, Anastasia! We are happy you have joined to LCB forum! 

Welcome Anastasia 

Welcome to LCB forum, Anastasia! 

Welcome... nice to have you here Anastasia! 

Hi Anastasia, welcome to LCB! 

Dear Anastasia, 

My first and only withdrawal is in "awaiting" status since 12.03.2021

I was "extra verified" a month ago. 

Withdrawal transaction number: 9007028

Sorry, but after this long time I don't need more excuses. I already asked the support on chat and email

33 days should be enough to process a withdrawal.

Sorry, but I can not accept more excuses and promises. Only a solution. 

Hi Vilmos G,

Glad to hear that your account has been verified. We're going to check with the casino rep about your withdarwal. 

Hello Vilmos G,

We've received a reply from the Casino Representative. They say that your cashout will be approved if you provide all the documents they requested and you will be paid on Monday/ Tuesday.

Dear Sydney, 

When I have requested this withdrawal, I already uploaded everything they asked by the automatic verification system they have. 

After 72 hours waiting I talked to the support team, and they made an extra verification with me. 

I was approved. 

After I started this compain here, they changed the status of my withdrawal request on their website from "awaiting" to "accepted". 

They did not contact me in any ways. 

I am still waiting. 

Hello Vilmos G,

Thanks for the update! I'll send them another email regarding this as it's not clear what's going on here.

Hello Vilmos G,

We've received a reply from the Casino Representative. She says she received a confirmation from her team that you'll be paid this week. 

Please keep us updated.

This is a very long process. 

Hello Vilmos G,

Thanks for the update! Please let us know if you receive your payment by the end of this week. 

Dear Sydney, 

On their website the status of my withdrawal is "completed" now. 

Unfortunatelly I am still waiting, but thanks for your help. 

Hello Vilmos G,

If you don't get your payment tomorrow, please let us know and we'll get in touch with the Casino Representative again.

Hello, Anastasia,  I played at your casino by february 2021, deposited with my ewallet neteller , i had the luck of depositing 50 o 100 euros and hasd 344 euros as my final balance in february.

I provided my docs and my account was verified.

I noticed that casino empire does have neteller as a deposit method but it has not as a withdrawal method.

The only way to withdraw were bank tranfers and bitcoin.

International Bank tranfers from online casinos are not allowed in my country and other ones.

I decided to request a bitcoin withdrawal at the begining of march 2021, they said they could take from 5 to 20 working days to process and send a payout.

I waited 10, 20 30 40 50 days and they declined it

They asked me to make a new request, I did it, same result after 20 days

I made more withdrawal requests which were accepted and declined some days after.

Operator Vaya kindly told me to request it via bank tranfer, I told her I was not allowed 

We are now in june, 120 days after my first withdrawal request, 

Any help is welcome.

My casinoempire email address is the same as I am registered here, I could provide it , [email protected]

regards

nenelcb

Hi nenelcb,

The casino rep will be notified. Keep you updated. 

Hi nenelcb,

We got the update from the casino regarding your case. Here is what they said: It was a tech issue with BTC. It's fixed now. Withdrawal is approved and it will be paid the next day. 

Please let us know once you receive the payment. 

Hello Melissa

Casino empire has sent 80usd whereas the request was 344 euros

I have sent an email to their support email address

There must be an error

Please let us know once you check why this sum. 

Hello, here the same. I was lucky to make with my first deposit of 300 EUR make 5000 EUR withdrawal to Bitcoin on 07 jun 2021 08.52

Till the day of today there say i have to wait. How long. This is abnormal and I will never ever in my life deposit any cent if it continues like this.

10982619 Withdrawal (Bitcoin) 07 Jun 2021 08:52 -5000 Awaiting User request 5371.3

HELP PLEASE ! 

Hi ErikVNL,

They are having some issues with BTC, but as far as we know it has been fixed already. Please private message me your casino username and we'll check with the casino rep. 

Hi Melissa,

thank for your reaction.

I send you an private message with my emailadres/username.

Thanks for sending the username. The casino will be notified. 

What is there average respons time to you guys ? 

Wanna say, you are doing an amazing job with this website/forum ! 

Hello ErikVNL,

Each Casino Representative is different; sometimes we get a reply on the same day, sometimes it takes a couple of days...Please note that most of the Casino Representatives don't work on weekends, so we don't expect to get a reply until Monday. We'll keep you updated.

Hello, I received the full payout from casinoempire.com

I thank you Melissa and Sydney, I believe, you helped a lot!

best regards

nenelcb

Thats great news ! I hope they can help me also :) 

We're glad to hear that! Thanks for letting us know nenelcb!

Hi mods,

did you already get a reply? Its now 21 days after I did the withdrawal. Its abnormal and I just want my money. They even not respond any more if I send an email? This is what we call Scamming ! 

Hello ErikVNL,

The Casino Representative has advised that they're looking into this. As soon as we receive a reply, we'll let you know.

Hi Sydney, 

thanks for your work.

Were are already at the end of Tuesday and nothing happend.
You think I should wait 1 more day of should you recon to start an process due court.

It is not so hard right, after 22 days. Just send me the 5k pffff

Hello ErikVNL,

The Casino Representative has advised us that she informed her team about this issue and that she would get back to us as soon as she finds out what's going on. Let's wait for a couple of more days and we'll see what happens.

Goodmorning,

this morning I see that the transaction is accepted by LG. 
I went to customer service, they cant give my any timeframe again. 

They have to check with the bank very extra info, but that is strange because i did an withdrawal to Bitcoin.

Any idea after accepting how long they take again, as I mentioned its already 23 days after the winning, abnormal !

10982619 Withdrawal (Bitcoin) 29 Jun 2021 18:02 -5000 Accepted Set by LG

Hello ErikVNL,

We've asked the Casino Representative to check how long it will take. Keep you posted.

Hi Sydney,

i just logged in at my account and I see they cancelled the withdrawal and the money is back in my account.

What is happening here.... This is so terrible.

Help me please ! 

# Type Date Amount (€) Status Reason Balance
10982619 Withdrawal (Bitcoin) 30 Jun 2021 08:03 -5000 Canceled

Hello ErikVNL,,

The Casino Representative has been notified. We still haven't received a reply. Hope they'll get back to us soon. Keep you updated.

Mika
Erik V
hello, who cancelled my withdrawal? after 24 days of processing !!!!!!!!
Mika
Hello, let me check your account, please.
Erik V
this is insane
Mika
Let me check with our finance department and let you know after they respond
Erik V
i hold
10982619 Withdrawal (Bitcoin) 29 Jun 2021 18:02 -5000 Accepted Set by LG
Mika
I'm waiting for an answer from the finance department. I'll send you an email as soon as they respond.
Erik V
no no no
i wait here
Within 24 hours from now I recieve my money via Bitcoin, if not, I will start an court case and for sure will kill your brand on the internet.
Mika
OK, you can wait here, but I don't know when they will answer.
Erik V
The forums dont lie about it, this is a bullshit casino that smells more like scamming people
I will make sure you guys loose all your licenses
and believe me, it will happen
Mika
Erik, please, calm down I'm sure there is a reasonable explanation for this.
Erik V
After 28 days of awaiting, first approve it, and then cancel it again.
Mika
Let hear our finance department first
Erik V
This is bizar. We dont speak about 5 euro he. 5000 euro is a lot of money !
Mika
Maybe it was a mistake, I'm sure it was a mistake
Erik V
Lets here what they have to say
in the meanwhile im starting twitter etc to post screenshots and stuff about this organisation
Mika
It would be better if you request a new withdrawal so I could send a note to our management to approve it again.
Erik V
Doing that now
Mika
OK, great
Erik V
Your request was successfully submitted
Text your superiors, I did it again. They have to process it today, and as Bitcoin is instant, i will recieve it then.
Today !

They are lying, lying and lying. I will start a court trial today if they dont send me the money. 

Hello ErikVNL,

Here's the reply from the Casino Representative:

"The player's withdrawal was confirmed and it will be issued next week."

Hi Sydney,

I had to request the Withdrawal again, now it is not confirmed: 11643398 Withdrawal (Bitcoin) 30 Jun 2021 10:32 -5000 Awaiting User request 5000.3

Its awaiting again, and I can cancel it. 

I can NOT accept this. I want to recieve to money today. I did my research already, 

Geomatic Marketing N.V
Managing Director: Svetlana Ushakova
Adres: etc, its all avaliable.

If the money is not added in my Bitcoin wallet by the end of the day, im sending this case to the Gaming Authority etc. I will make sure and will not stop until they loose there license. 

There is only 1 way to stop this: 

MAKE SURE I RECIEVE THE MONEY BEFORE 23.59 on the Bitcoin Wallet I provided.

Hello,

I didnt recieve any message so I started this morning a trial against this Scammers.

For all people who read this, please send me an private message with the details of your problem with Empire Casino.
My lawyer and I are making sure they will get what they deserve.

Empire Casino, it is time to DIE

Hello ErikVNL,

We've sent an email to the Casino Representative again. Keep you posted.

Hello,

Your withdrawal has been accepted and it should be fully completed soon.

We are sorry for the delay.

Thank you for your patience and understanding.

Kind regards,
Peter
Customer Support Team
Casinoempire

I just recieve this email, i open my account, and what do I see

THEY CANCELLED MY WITHDRAWAL AGAIN and the money is back in my account.