The player from Germany was blocked after winning a significant amount of money. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Wild Pharao Casino - Player's account has been blocked.
Black points: 2585
Amount: €36,000
Wild Pharao Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
0.8
Wild Pharao Casino has a Safety Index of 0.8, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
I have already deposited 5 digits in this casino. Through streamers from Twitch, I have first-hand knowledge (including a screenshot) that you can make multiple deposits with the 250% bonus codes (just not twice, of course).
I had a 300EUR + 250% bonus so I played with 1,050 EUR. I made the wager and still had 2,000 EUR at the end. Then when I wanted to withdraw 1,000 I had to wait for it to be approved so I could withdraw the other 1,000.
When I was bored for a day, I canceled the first payout and played for EUR 30 and won EUR 10,000.
Same game: "tried" to pay out 1,000 EUR and then gambled on with the rest.
In the end I came up with another 34,000 EUR.
I had the first EUR 1,000 approved at the time that they were supposedly released for payment (but they NEVER reached me) and then I had applied for the second EUR 1,000.
So, in the history, EUR 1,000 was approved and EUR 1,000 in progress, and another balance of EUR 34,000.
Suddenly my account was closed.
Automatic translation:
Public
Public
2 years ago
Dear The_Gamble_Lawyer,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise whether you passed the KYC verification before the casino closed your account? Have you made any successful withdrawals before?
Have you tried contacting the casino regarding this issue? Please, forward any relevant communication between you and the casino to kristina.s@casino.guru (or alternatively post it here).
Thank you very much in advance for your reply.
Best regards,
Kristina
Public
Public
2 years ago
Translation
Yes, I was fully verified and, as I said, the first EUR 1,000 was approved (but never arrived) and the second was in progress.
Automatic translation:
Public
Public
2 years ago
Translation
The following information is also important: SEVERAL streamers have played with the codes and paid out without any problems. I have proof of that too!
The manager for streamers knows that the casino has messed up and "allegedly" wants to find a solution, but I'm put off every day!
Automatic translation:
Public
Public
2 years ago
Translation
matter has been resolved. Matter settled in my favor.
Automatic translation:
Public
Public
2 years ago
Awesome news, The_Gamble_Lawyer. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Public
Public
2 years ago
Translation
We've reopened this complaint as per the player's request. We received this message:
"I've been waiting for my money for several months now. I've already agreed to the original EUR 36,000 and an agreement has been reached on EUR 15,000.
Of these 15,000 EUR, only 2,000 EUR have reached me since March 30th, 2022!
I am always put off and repeatedly promised that I will receive a payout every 5 days. But that has happened again since May 20th, 2022!
Supposedly 1,000 euros were approved, but that too is only a fake status because nothing is happening at all!
I can prove every agreement, every promise!
Some of the managers have already blocked me and I was also blocked in the Wild Pharaoh chat if I asked repeatedly!"
Automatic translation:
Public
Public
2 years ago
Thank you very much The_Gamble_Lawyer for your message. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
Public
Public
2 years ago
Hi The_Gamble_Lawyer,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Wild Pharao Casino to the conversation to participate in the resolution of this complaint.
Public
Public
2 years ago
Translation
I would like to note that currently 1,000 euros are released every 1-2 days. But that doesn't mean that they will reach me.
Balance: 8,000.01 EUR
Wager: 0.00 EUR
HISTORY
Date Type Amount Method Status
2022-06-17 16:48:50 withdraw 1000.00 EUR CANCEL
2022-06-17 15:16:58 withdraw 1000.00 EUR Bank Processed
2022-06-16 21:35:20 withdraw 1000.00 EUR Bank Processed
2022-06-16 10:54:41 withdraw 1000.00 EUR Bank Processed
2022-05-31 20:55:10 withdraw 1000.00 EUR Bank Processed
I had already before the discussion started that 1,000 EUR had been approved and I was assured SEVERAL TIMES that the money was on its way. But never arrived. So this "approval" says absolutely nothing. Unfortunately!
Edited
Automatic translation:
Public
Public
2 years ago
Translation
And the game goes on...
Allegedly 5,000 EUR approved and the next 1,000 EUR are waiting for approval!
However, I know that if the "bosses" want it, the money will be in my account within a second!
That's how it was with the first 1,000 EUR each! Even on weekends!
Automatic translation:
Public
Public
2 years ago
Hi The_Gamble_Lawyer,
Thanks for the update. We'll see if the withdrawals will get through.
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.
Public
Public
2 years ago
Translation
Except that I was blocked on live chat and all casino Skype contacts and all withdrawals (13,000 EUR in total) were approved but never a penny arrived, nothing, no!
Automatic translation:
Public
Public
2 years ago
Dear The_Gamble_Lawyer,
It seems that the casino is in some sort of trouble. There is an increased number of complaints mostly regarding withdrawals. I tried to get in touch with the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from its side. The problem is that the casino's license was suspended so there is no gaming authority to turn to. I will 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. I wish I could be of more help.
Best regards
Peter
