The player from Germany is unhappy with his winnings being split into several installments. As there was no response from the casino after an extended period of time, the complaint was closed as 'unresolved. The casino requested that the complaint be reopened, stating that they had been working to make their system better and that the player's payment had been completed. The player responded to say that they had now received only part of their winnings and were awaiting further withdrawals to be processed. The casino said that they would try to speed up the process, but after some time there was no further response from them and the player has still received no further payment. The complaint was therefore closed once more. The player requested that we tried one more time to resolve the case, but again there was no response from the casino so the case remained unresolved.
Wild Pharao Casino - Player is criticizing withdrawal limits.
Black points: 373
Amount: €7,000
Wild Pharao Casino
Safety Index:Very lowDelayed payment, status unknown
UNRESOLVED
Case summary
Hi there,
i have now heard from several sources that the payout can take up to 4 weeks and i have a larger amount to pay out and this would take over a year.
I tried it several times in the live chat, where I couldn't get any help and that's why I'm trying it here.
Is it possible to contact the casino here and agree on a better payment plan?
Best regards
I would like to add that I can only request one payment at a time and only a 2nd once the 1st has been confirmed.
With this long processing time, this will mean that I will need more than 1 year to pay out the full amount.
Dear Patrick,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found (here):
„4.2 WITHDRAWALS
4.2.1 At any time, You can decide to withdraw part or all Your funds from Your Account by selecting from the various options made available by Us. There is a general limit on withdrawals of one thousend Euros (€1,000) per user, per day, five thousand Euros (€5,000) per user, per week (excluded progressive jackpot winnings). When depositing with Bonus the maximum Cashout for all reload bonuses (all bonuses without the first depositing bonus) will be 50 x of your last Deposit. Depending on the currency and on the chosen withdrawal option, certain transaction fees may apply."
Could you please advise if you have accumulated your winnings with or without an active bonus? Was the entire amount of €16,512 approved already? Do I understand correctly that you haven’t received any payments yet?
If there's any relevant communication between you and the casino, please forward it to petronela.k@casino.guru?
I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
Played with a €200 reload bonus.
I haven't received any payment yet and I can request a maximum of €1000 as a payout amount and have to wait until this payment has been made. Only then can I request a new payout of €1000.
I have not received any responses to emails and in the live chat I have only been told several times to be patient.
Using this approach, the entire payout would take more than 1 year.
Thank you very much, Patrick, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Hello Patrick,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Wild Pharao Casino to join the conversation.
Wild Pharao Casino, please advise on the player's best approach with regards to their withdrawal.
Hi there,
Are there any news?
My emails are still not being answered
Hello Patrick,
There has been no response as of yet, when the timer expires I will contact the casino once more.
We would like to ask Wild Pharao 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
Unfortunately, nothing has happened yet, and no one answers e-mails either
Dear Patrick,
Based on information we received from Wild Pharao via email and in the hope that we can find a resolution to this complaint, I am going to extend the timer for 7 days and give the casino one last attempt to respond.
Hi there,
What information if I may ask?
Would like to know how to proceed
Best regards
Hello Patrick,
The casino has asked for a time extension to be able to get cases resolved.
If there is still no response before the timer has expired, we will close the complaint as 'unresolved'.
At that point, we would recommend your best next step which would usually be submitting a complaint to the Licensing Authority.
Still Nothing New.. they dont answer on Emails, also i canceled 1 withdraw of 1000€( whivh Was bank transfer) to try out another method (bitcoin) in the hope that its faster and now the 1000€ are Not on my account anymore ...
Plz wild Pharao answer Here
Dear Patrick,
I tried to contact the casino repeatedly but had no success. I’m afraid there is not much that we can do without cooperation from them.
I will now mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in 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.
In the meantime, I recommend you to contact the Gaming Curacao Authority (info@gaming-curacao.com) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know if I can help you with this and how they replied (adam.m@casino.guru).
I am sorry I could not be of more help.
Best regards
Adam
This complaint has been reopened at the request of the casino. We received this from Wild Pharao Casino via email:
"Dear Patrick,
Thanks for letting us know about your problem. We are very sorry for the delay in this cashout. We have been busy working to make our Cashout system better.
Please be informed, that payment was done. Can you please check this on your side?
Best regards,
WildPharao Support Team"
Dear Patrick,
Could you please respond and update us on the situation with your payment?
Kind regards,
Adam
Hello,
I have now received 3000 out of 10000€.
But I have to wait at least 2-4 weeks for each payment until it is confirmed and then another 2-3 weeks until it is in my bank account.
This is not satisfactory.
A request for an agreement to increase the payout limit or to pay out the amount directly was rejected
Thank you for the update, Patrick.
Dear Wild Pharao Casino,
Can you please explain why the player has to wait for such a long time to receive their payments? Is there anything that can be done to speed up this process?
Dear all,
I will escalate again current situation to our finance department and will do my best to speed up a process. Thanks for understanding.
Best regards,
WildPharao Support Team
Hello,
My latest payout was confirmed on April 21st, 2022. I still haven't received the €1000.
On 04/22/22 I requested a new payout and this has not been processed to this day.
Best regards
Dear WildPharao Support Team,
Please provide an update on the situation regarding the player's payments.
We would like to ask Wild Pharao 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
Dear Patrick,
The casino stated previously that they would try to speed up the process. Has there been any further development with your payment?
Kind regards,
Adam
The payment from the end of April has not yet been made and the requested payment has not yet been processed either
Dear Patrick,
I am sorry that you are still experiencing these issues, but if the casino does not respond there is nothing further that we can achieve and so the complaint will be closed once more.
If you have not done so already, I would recommend submitting a complaint to the Licensing Authority (complaints@gaming-curacao.com).
Once again, I am sorry I could not be of more help.
Kind regards,
Adam
This complaint has been reopened at the request of the player. We would like to attempt to resolve this issue one more time.
Dear Wild Pharao Casino,
Please respond to this complaint and provide an update on the player's outstanding withdrawals.
We would like to ask Wild Pharao 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
Could the casino report here at least once?
I'm still not getting a response to emails sent to me on live chat and they can't help me on live chat.
1 withdrawal is pending and not being processed and 2 confirmed withdrawals have not arrived in my bank account for more than 2 months.
Dear Patrick,
I have managed to make contact with the casino via Skype. They have told me they are looking into it and will provide me with more information. I will extend the timer one last time while I await a reply.
Kind regards,
Adam
Alright, I hope for a quick solution.
somehow very strange that I haven't received any money for 2 months although 2 payments have been confirmed.
In any case, thanks in advance for your help
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’.
Dear Patrick,
There has been no further response from the casino and at this juncture, we have no reasonable expectation of this changing.
We will close the complaint as 'unresolved', and I again recommend you to contact Licensing Authority (complaints@gaming-curacao.com). I am very sorry that we could not help you more.
Kind regards,
Adam
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