GoldenPharaoh Casino - Player's withdrawal has been delayed for over a month.

I made a withdrawal request on 26th December and I have still not been paid. Despite hundreds of emails to their "support" address that I’m told to contact, they never reply! The live chat tells me 7-21 working days but it’s now 24 working days. The live chat sends stupid, scripted answers about how busy it is, sending a nudge to the financial department, very sorry for your inconvenience etc, etc….but they never answer my question will they pay me and when will it be. They end the live chat before you finish speaking and it drives me mad. They are total scammers, avoid at all cost. There is no way this company is legit! There’s no reason for them to not process my withdrawal and just constantly fob me off with crap answers that add more anger to me. They need closing down as I am not the only user who has had problems with them. It’s a disgrace. They tell me they are doing checks, but these checks never occurred when I deposited! I need that money badly, they are having a huge impact on my life right now but they do not care.

Dear Moses180289,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

Thank you very much in advance for your reply.

Best regards,

Kristina

Hi Kristina.

no I have not made any withdrawals before, this is my first attempt unfortunately.

I have a verified account and passed the criteria, I remember doing the face recognition technology.

it was without any bonuses, based on previous experiences, I purposely declined to use them.

i contact live chat everyday and I get the same response, they will also be reminding the financial department and end the chat without completing the conversation! They also tell me to email the support address which I’ve done well over a hundred times and no-one replies!

thanks

mark

Thank you for your reply, Moses180289. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it here. Thank you in advance.

Hi Kristina,

the withdrawal is still showing as "awaiting" and I chase it everyday via the live chat option as they never, ever reply to their [email protected] account. All I keep being told is it will be processed soon, they will send the financial department a nudge and the live chat option cannot do anything further, so go email them - there’s no point emailing them as they ignore me! I have sent them hundreds of emails now and have abused them as they are scammers and have my money, it’s so frustrating! I’m attaching a photograph of the withdrawal I have tried to make, you can clearly see it shows as "awaiting" from 26th December and for absolutely no reason! I cannot send the history of the live chat as that’s not kept but even today I was told that it will be processed soon. It’s just lies after lies.

please help me!

Thank you very much, Moses180289, for your cooperation. I will now transfer your complaint to my colleague Mirka ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thank you. Still no funds from this company, attached is the latest communication from them.

Please help me!!!

Dear Moses180289,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite GoldenPharaoh Casino representative to join this conversation.

Dear GoldenPharaoh Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

I can tell you now that they won’t reply, they never reply to anything. I have emailed hundreds of times and they don’t reply, so no chance will they reply on here. Absolute frauds they are. Working day 35 and I’m still waiting, should only take between 7-21 working days. This company needs closing down or something happening to them as they can’t treat people

like this. They took my money off me and it’s time to pay out but not a word from them no matter how many times I try.

We would like to ask the casino 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 may negatively affect its rating.

Ok but they will absolutely not reply, they never do and I still don’t have my money! This is the latest communication from them, it’s a new one they haven’t given me before but still total rubbish. I want your help please in taking the worst possible action against this illegitimate company! 

Still nothing from these frauds as expected, I’m attaching the latest email I didn’t get a response to and what their live chat last said to me. I’m slowly giving up with this but a huge part of me still wants to fight them as it’s my money and I really need it!

Dear Moses180289,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Mirka Dubasova