GoldenPharaoh Casino - Player’s withdrawal is delayed.

Good evening,

I submitted a withdrawal request on 24/7/2024.

My account is verified, and when I ask them why it's taking so long, they tell me they are meticulously checking everything.

Is this possible? Is this logical and legal? Other casinos take at most 5 business days.

I don't know what's going on. It's been 15 days.

Thank you.

Dear marofa,

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 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.
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Good day to you

It is the first withdrawal with the above casino.

I had bonuses

I am attaching you regarding this

Thanks

Thank you very much for your reply, marofa. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Good evening

It says cristal poker casino. I have not complained about this but about goldenpharaoh.

I am forwarding the mail to your email.

Thanks

Good morning. Do we have anything newer than goldenpharaoh casino?

Thanks

Please note that you entered the casino name while submitting the complaint. Nonetheless, I changed it to the correct one.

Thank you very much, marofa, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) 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.  

Good morning

1 month passed (21 working days) and they did not put the money.

I email them and they don't reply.

In the live chat, when I ask them, they reject me.

Dear marofa,

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

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.

Dear marofa,

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