The player from Germany had their bonus winnings capped. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Wild Pharao Casino - Player’s bonus winnings have been reduced.
Black points: 214
Amount: €1,000
Wild Pharao Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
8 months ago
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2 years ago
Translation
Good day,
I have the following request. I used a 250% bonus at Wildpharao with a deposit of €25. I managed to wager the bonus in full and had an amount of
~1127€ on the account.
I have requested a withdrawal of €1000. Since you can only request one open withdrawal at a time, I continued playing with the €117. Since the payouts at WIldpharao take a relatively long time, I continued playing with the €117 for about 10 days. At times I was even at 1200 € (from the 117 €).
I ended up with €500 in my balance and an open withdrawal of €1000. I contacted chat support and asked if the pending payout could be expedited and they looked at my payout and said the payout is now "processed".
Up to here everything is fine. But now I have seen that the €500 balance in my purse has disappeared. Then I wrote directly to the support. After a long back and forth, the support said that I had gambled away the money and that I had no money in my balance at the time the payment was made. Later it was all about the max cashout of 50x deposit. In my case, these would still be €1250 and not €1000. And the maxcashout doesn't work for me, because after wagering I had €1117 and paid out €1000 and continued playing with €117. After more back and forth and the accusation that I didn't have 500€ in my balance, we decided that the whole thing would be checked. Later I contacted the support again and they claimed that I had 1250€ after wagering the bonus and gambled away the 250€ directly, but you can see on my screenshots that I have a balance of 1000€. To date I have not received any reply from the email sent to me and am now turning to you guys.
I would never do a breakdown like that and I've never had any withdrawal issues before and have been extremely happy with Wild Pharaoh. But now I'm concerned with the principle, because I'm being portrayed as a liar and seem to be making up some stories.
Normally you should see within seconds that I must have had a balance in my purse of €500 at the time of the payout?
PS: I have a screenshot of my current Balance + Withdraw. In this chat, I even asked again explicitly whether my balance would remain after a payout. And as mentioned, the support claims that I had 250€ on the balance after wagering and gambled away this money. The screenshot already shows 1000€, so somehow it doesn't make any sense.
Thank you for the help and best regards
Baloo91
https://ibb.co/qCcYKBd
https://ibb.co/bWT6p3H
Automatic translation:
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2 years ago
Dear Balu91,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I have checked the general bonus terms and conditions, and this is what I found (here):
"All withdrawals will be subject to an internal audit before being processed. Wildpharao reserves all rights to void Bonuses or any winnings for failed audits. Player hereby consents in advance to same. 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."
I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.
Could you please advise if you have received your first withdrawal of €1,000?
Please forward any relevant communication and supporting evidence to petronela.k@casino.guru.
Thank you in advance for your reply and I hope we will be able to help you as soon as possible.
Best regards,
Petronela
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2 years ago
Translation
Good day,
thank you for the fast feedback!
After a long wait, I received the €1000 in my account today, thank you very much.
Again on the topic and the process:
1) I made a deposit of €25 and used a 250% bonus.
2) Bonus was fully wagered and my final balance was ~€1127
3) I could only make a maximum withdrawal of €1000
4) I continued playing with the €117 and ended up with €500 in the purse
5) 500€ balance disappeared from the purse with the executed wihtdraw of 1000€.
I mentioned the process again, since I continued playing with the money I had risked, i.e. with the €117.
Nevertheless 50x last deposit in my case would be 50x25€=1250€ and not 1000€.
But according to my understanding, the max cashout does not apply here because I played with my risked money. Without a bonus. Or am I wrong?
I hope I have made myself clear.
Thank you for the effort and best regards
Baloo91
Automatic translation:
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2 years ago
Thank you, Balu91, for the update. I'm happy to hear that you have received your withdrawal.
Please understand that after requesting the withdrawal the remaining balance/funds are usually voided when they were accumulated with bonus. Nevertheless, your requested withdrawal was lower than the maximum cashout therefore, you should be entitled, under certain circumstances, to an additional €250.
Could you please advise if your active balance went under €117 when playing after completing bonus wagering and after the withdrawal has been requested?
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2 years ago
Hello,
I saw that the original Text is in english so I can switch to english to make it easier for you.
I understand that after requesting a withdraw the remaining balance is voided, but after wagering the bonus I had ~1117€ in my purse. My plan was to cashout everything. The max cashout for one withdraw is 1000€. So I wanted to withdraw 1000€ and another 117€. The 1000€ worked, but every time I tried to withdraw the 117€ a message occured "The daily max withdraw is reached".
So I wrote to the support and they told me that only one withdraw at the same time is possible. So I played on with the 117€. Unfortunaly the withdraws take very long at wildpharao. So I played about 10 days with the 117€ and got meanwhile up to 1000€. But than I wanted to withdraw my remaining 500€.
I dont know how the bonus rules are, in my oppinion I played with my own wagered money, but I would be happy about the 250€ of course.
I can´´´t remember if I fell under 117€ after completing the bonus. I just remeber getting fast into bonus.
Thanks your your help and patience
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2 years ago
Thank you very much, Balu91, for the clarification. Could you please forward your game history to petronela.k@casino.guru?
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2 years ago
Thanks for your answer.
I had the same idea. Back then I talked with the support and asked them to check my gaming history. There you should see the game and my balance in the moment of the processed withdraw. The support told me that they can´´´´´´´´t see it. I think they lied because later she told me that my last game was "Book of Lords". So I don´´t know.
As far as I know I can not see my gaming history at wild pharao. If yes, it would be very kind if you tell me how.
Thanks in advance and best regards
Balu91
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2 years ago
Thank you very much, Balu91, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.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.
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2 years ago
Hi Balu91,
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.
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2 years ago
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.
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2 years ago
Hi Balu91,
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. 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. In the meantime, I recommend you to contact the Curacao Gaming Authority (http://www.gaming-curacao.com/) and submit a complaint to them. It's not the best licensing authority out there but it has more options and tools to help players. Let me know how they replied (peter.m@casino.guru). I wish I could be of more help.
Best regards
Peter
