Casino Empire Support and Complaints Thread

here a scereenshot

We are checking this with the finance department.

Please contact us later, this was obviously a bug, but we have to check this. Don't worry, it will be fixed soon.

This is how they respond on the chat ! 

* did another withdrawal request. 14.07 

Hello ErikVNL,

Thanks for sharing all the details with us! We're waiting for the Casino Representative's reply. We'll keep you updated.

So we are already on 2 July and still no money or sign that they do their best to fix this.

You also didnt recieve anything?
Does this behaviour happen way more often at casino's ? 

11669200 Withdrawal (Bitcoin) 01 Jul 2021 12:07 -5000 Awaiting User request 5000.3

Status of the Withdrawal 

I just got confirmed that the courtcase has started and that they are starting today with the subpoena against this criminal casino ! 

Hello ErikVNL,

Unfortunately, there's not much that we can do in this case. We've been sending emails to the Casino Representative. She says she got notification from her team that your withdrawal had been approved and that they sent you a private message. 

Yes, thats what support also says. 

But now they call it a 'bug' hahaha, such a waste of time and energy. 

Maybe she has to check it herself and talk with management. Why they dont reply on this forum? like other representative. Are they afraid of the truth ? 

Goodmorning Sydney,

they cancelled it 2 times again therself. After it i did it 1 time cancel because i put in the wrong Bitcoin wallet.

Now i did the right wallet and they say again, it takes 21 days to confirm your withdrawal, not even speak about paying my withdrawal. So it looks like they dont want to pay. 

I give them a deadline for now of 48 hours otherwise they can close there company.

Hello ErikVNL,

Unfortunately, there's not much that we can do here except sending them reminder emails. Also, we can't force them to reply on this forum as other Casino Representatives do. 

Hey Sydney,

I understand. Can you please dm the emailadres you use. 

And is there a particular reason that they dont react on this forum ? 

Do they also advertise here with Bonuses etc? If so, you could make a decision to stop advertise.

Casinoempire is owned and operated by Geomatic Marketing N.V. of Abraham De Veerstraat 7, Curacao and its fully owned subsidiary, Callkey Systems Limited Registration number HE380300 Address Chytron 3, Flat/office 301,1075 Nicosia Cyprus. Casinoempire operates under Master License No.365/JAZ granted by the Government of Curaçao.. Geomatic Marketing N.V. holds a master License No.365/JAZ . Payment are processed by Callkey Systems Limited Registration number HE380300. For any questions or concerns, you may have, please do not hesitate to contact our Support 24/7

Callkey Systems ltd is acting as an Agent on behalf of the license holder entity Geomatic Marketing N.V

Hello ErikVNL,

We can't share the Casino Representatives' email addresses with the players and we don't know why the Casino Representative doesn't want to reply personally in this thread either. 

We've sent them another reminder email. 

# Type Date Amount (€) Status Reason Balance
11809775 Withdrawal (Bitcoin) 04 Jul 2021 17:09 -5000 Awaiting User request 7271.53

The rep. replied per private message. But in the meantime we are 24 hours later and nothing happened.

Can you remind him or her again pls

Hello ErikVNL,

We've asked the Casino Representative to check what's going on. Keep you posted.

Hello all,

today, 8 July 2021, still no money nor communication about my 5000 EUR withdrawal, they say in chat, please wait for Finance Team.

I just recieved an phone call from my lawyer, that the case is started against this bonafide company. In the next 7 days they can expect an visit from the authorities and they will pull out the plug by this scamming Casino.

PLEASE ALL MEMBERS, DONT DEPOSIT @ Casino Empire ! See thread for all the info about this case.

11809775 Withdrawal (Bitcoin) 04 Jul 2021 17:09 -5000 Awaiting User request 7271.53

AWAITING  ---> Succesfull --> Cancelled by Casino

And we start the procedure again

AWAITING ---> Succesfull --> Cancelled by Casino

another week.no more msg recieved or anything,

what about you ? are they gonna pay me my money this week ?

Hello ErikVNL,

The Casino Representative said she would look into it, but we still haven't received a reply. We've sent them another reminder.

Hi ErikVNL,

We just got the info from the casino rep that your withdrawal has been approved and they also emailed you. Please let us know as soon as you get your winnings. 

Hi,

thanks for your message Melissa.

1) i didnt recieve any email.
2) it is accepted in my transaction history, but that happend already 3 times and later on THEY cancel it and suggest you to do a new Withdrawal, then they say, it takes 7-21 business days again. 
3) it is Bitcoin so it should be almost instant but for now no funds.

I have some hope that i recieved it any days from now and then I will let you know but for now, im still very angry at this company.

Thanks for the update, ErikVNL.

The casino rep that you should be paid today or on Thursday. Let's wait and see. Please keep us posted. 

Hi there mods,

today, 14-7-2021 still no funds in my bitcoin wallet. 

I hope I will recieve it tomorrow but to be honest, after 6 weeks of all the promises Im not sure it will arrive.

Offcourse I will update here every day till the money has arrived.

Greetings

Thanks for the update. Let's wait until tomorrow. 

Hi Melissa,

today 15-7-2021, almost 12.00 o clock. You can guess it, nothing happend.

If i go to chat, they say it can take up 14 days again before its approved.

Can you ask the Casino Rep. maybe again? 

Support:

As we can see you started the withdrawal on the 4th of July, and it was accepted on the 13th of July.
In general, the time frame within the withdrawal should be 7-21 working days.

Erik: 

no, i start the withdrawal 6 june, after waiting 27 days, you guys had a bug, and I had the request it again.
that is different
!
Nadia
Unfortunately, it counts from July 4th.

So as i just get this message from chat, i am pretty sure nothing will happen again... This is how they roll with the clients.

Hi ErikVNL,

Thanks for the update. Oh, it's not fair since the casino rep promised it would be paid out by Thursday. 

No problem, we'll chat with them again and let you know what they say. 

Hi ErikVNL,

The casino rep informed us that the payment was issued today in the morning.

It's a BTC payment it can take from several hours up to 48 hours for the player to receive it.

BTC should be instant but let's see when you will get it. Please keep us posted. 

Hi all, and specially mods,

I finally recieved my money. Thank you for all the hard work.

I will keep active on the forum. 

Have a very nice weekend ! 

That's great news, ErikVNL. Glad you got the money in the end. 

Hi there.  I can't believe I am having the very same problem that others have had here with Casino Empire.  Today is the 21st day and I have still not received my $3,843.04 CAD.  I am getting the same script that I need to be patient.  No one will tell me when.  Now after seeing others have had their pay outs cancelled and have had to start over again, I am VERY WORRIED about this whole thing!  I need help PLEASE!! I keep being told to be patient and I will hear from them.  I made my deposit through Interac and they say I can ONLY receive withdrawl through BITCOIN or BANK TRANSFER.  We do not have BITCOIN here, or I have no idea how that works, so I chose BANK TRANSFER.  This is crazy that all these people are not getting their winnings after all this time.

PLEASE HELP!!!

Sorry to hear that, jsnook. They obviously have some payment issues since you have an identical problem as ErikVNL. 

We'll check with the casino rep what's going on with other payment options. Please private message me your casino username. 

thanks so much for your help!  and YES I have the same problem as ErikVNL and I'm hoping I won't have to go through the cancel and start up again and again.  I'll send you a message now!  Appreciate your help, as I'm getting nowhere!  Now they're ignoring my emails!

I wish you all the luck needed. It took 7 weeks before recieving the money.

I saw that it was horrible for you!  I bet if you didn't come here, you'd still be waiting!  it's been exactly 4 weeks for me so far and I'm getting the same scripts over and over... Be Patient they say!  uh huh.  Well, I'm glad you got yours, it gives me HOPE!!

We'll do our best to help you. I've received your account details. The casino rep will be notified. 

Hi, wondering if you have heard anything from the casino rep?

Hi, 

I have received your complaint and forwarded it to the team for further resolving. 

I will be in touch with LCB representative to keep everyone updated about this case. 

Does it usually take this long to hear something!  I'm not getting any answers from them!!  :-(. I'm soooo frustrated!  There must be some entity that governs these casinos that I can contact??

We'll send a reminder to the casino rep. We still haven't heard from them. 

Thank you!  I JUST contacted them on their CHAT, and was advisdd that they have CANCELLED my withdrawl due to an incorrect IBAN number!!  I can't beleive this!  She said I had to re-request the withdrawl, I told her I didn't want to wait another 5 weeks, and she said it was out of her control and CLOSED THE CHAT!!

PLEASE help! I don't know what to do!

:-(

Same happend here, it looks like they dont learn. 

I wish you the best of luck 

It's the most frustating thing EVER!  There MUST be a board they can be reported to!?  Did you ever find anything??

We notified the rep yesterday. Still haven't heard back from them. We'll do our best to reach them. 

Hi jsnook,

The casino advised us that you have created multiple accounts with the same personal details and IP address which is a breach of casino T&C. We've checked the evidence. 

Unfortunately, there is nothing further we can do for you. 

This is a copy of my email to them and the reason and details of my accounts.  They deleted my original account that I had my winnings in, and left my other account alone.  I DIDN'T add any new accounts until I had put thousands of dollars back in to my FIRST ACCOUNT, and had not gotten any word on when I would get my winnings.  There MUST be something we can do!!!

Hello
 
I have been waiting for my winnings to be transferred to my account for OVER 21 BUSINESS DAYS.  My withdrawal was then cancelled due to “incorrect IBAN”.  I have just now gotten the correct IBAN number, and went into my account to re-request my withdrawal.  My account NOW SAYS “ACCESS DENIED”.  Through the CHAT I find my account was cancelled due to multiple accounts. 
 
I tried to explain this to the CHAT person…this is what I wrote…..
I had ONE account and won money. I played alot more money into that account. They were NOT sending my winnings. It's been OVER a month and they canceled due to incorrect IBAN Number . I then opened another account as I did not want to put any more money into THAT account until I had received my money. If they were going to CLOSE an account, they should have closed the SECOND account, not the first one with my winnings in it!!
 
I won this money with ONLY ONE ACCOUNT, and waited a very long time to receive it.  I ONLY opened another account AFTER I spent a lot more money in this account and had not received it.  I kept getting told that it will be done “soon”. 
 
PLEASE re-open my account, so I can put the CORRECT IBAN number in and collect the winnings that is due to me.
 
Thank you
Joe-Anne Snook
 

Thanks for sharing this with us, but I still don't understand why you created 3 accounts. You know that creating multiple accounts is a breach.

Did you explain to the casino that the IBAN was incorrect? Did you create the second account after that? Why did you create the third one? 

I had waited and waited for them to get back to me about the correct form for the IBAN, and they never replied.  When I asked them again and again, they just kept saying they will get back to me when they have the correct information.  This NEVER happened.

A friend that uses international transfers, helped me with the IBAN number, as all the info I found online for MY BANK said we do NOT have IBAN'S in Canada.  So I sent what my friend told me to send.  I THEN waited over 21 business days for my deposit.  Everytime I inquired, I was told it's coming and to be patient.  NEVER did they say anything about me having multiple accounts.  Also, I'm sorry, I did NOT know that it was a breach to have multiple accounts.  I had no idea :-(.

I waited to after the 21 business days + a couple extra days as I was on holidays, and reached out again, and was told that my withdrawal had been CANCELLED due to incorrect IBAN NUMBER.  They were the ones that told me it was incorrect, so they must have tried to send it finally.  When I got home from holidays I called my bank to find out the correct IBAN and then went in to request the winnings again, but found out my account had been cancelled!

They cancelled my account (original account) that I had put in thousands more dollars into even after I was waiting for my transfer.  They were obviously sending me my transfer if they knew that my IBAN was not correct.  Why did they not cancel my other 2 accounts?  One of them has/had $2,000 that has not been sent to me either, but I was not going to start looking for that until I had received my first winnings.  They have not tried to send me the $2,000 or they would see that the IBAN is not correct there either!

In the end, they were doing to me exactly what they have done to others, as in NOT PAYING out.  I continue to get emails from them asking "have we done something wrong?" wanting me to play on my other accounts, but I have no intention of putting anymore money in to them!  I wish I could get into my first account and add up what I've actually SPENT there with no return at all!!  

They are not a reputable casino by any means, whether or not I breached by opening another account!  This has been so very frustrating!  

I created the 3rd account because I was sent an email about a bonus of some kind, and ended creating a new account somehow, not sure why now??

Thanks for sharing all this with us. Unfortunately, having multiple accounts is a breach of casino T&C. You shouldn't have created them. I understand that you were sick and tired of waiting for them to get back to you but still, they accused you of having multiple accounts and there is nothing you can do about it. We're going to check with the casino why it took them too long to check your documents. 21 days for a verification process is too long. 

When did you create the second account? Was it while you were waiting for the verification? 

Hi jsnook,

We got the final statement from the casino rep and they advise us that: 

If IBAN is incorrect, the player just needs to enter the correct one, that's it. But she created multiple accounts and violated T&C. 

That's the reason you were banned. We consider this case closed. 

They verified my account the first day or so, and all was well.  Then they kept putting me off for sending me the winnings.  Of course they closed the case, it was to their advantage, instead of paying out when they should have.  

They have not payed other players on here.  They are not a reptuable casino, and I'll make sure people know it.  Very sad indeed.

Thank you for all your help, it was appreciated