The player from Germany had his bonus winnings cancelled due to bonus rules violation. We rejected the complaint because the player didn't respond to our messages and questions.
Wild Pharao Casino - Player’s bonus winnings have been voided.
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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
I have already made a 4-digit deposit at this casino. Through Twitch streamers and viewers, I learned first-hand that the 250% codes can also be used multiple times. Not one code multiple times, but other codes. There was also a list for this. In the course of the deposit, a "welcome bonus" is never mentioned, only a "special bonus"
For this I tried several times to play 300€+ 250%=1050€. Wagers were always €33750. I made the wager and ended up with a final amount of €3,000 (of which €1,000 was requested for payment, this was on March 25th, 2022)
After 3 weeks of back and forth (Livsupport, which supposedly has nothing to do with payments and mails to 2 different contact addresses, my 1000€ were rejected on April 15th, 2022 and are no longer visible on my account. Important for this, only after "something angry" mail, I was told that I had violated bonus terms and conditions.
I ask you to check this case, because nowhere on the homepage until March 25th, 2022 was there any indication that the said bonuses were "welcome bonuses" and these were not marked with "Welcome" or similar but with "Specialbonus".
As you can see from the screenshots, the bonuses are still not marked as "Welcome Bonus" but as "Special".
Kind regards
Matthias/Rexor97
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2 years ago
Dear rexor97,
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. Did you receive any specific explanation from the casino which exact rule has been breached and why your winnings have been confiscated? If there’s any relevant communication, please forward it to petronela.k@casino.guru.
Finally, could you please specify which exact bonus you have redeemed and played (please forward its link)? I would like to check the terms and conditions.
I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.
Best regards,
Petronela
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2 years ago
Translation
I have sent an email from the casino to petronela.k@casino.guru. Also attached is a list of the 250% bonuses that are not marked as a welcome bonus, these are titled as "Special" each time they are redeemed
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2 years ago
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The casino simply did not do well with these codes and is now trying to withhold money with such statements.
Other people including streamers have also used these codes and no withdrawal problems.
Now the casino has noticed its own mistake with the codes.
The codes still work though.
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2 years ago
Thank you very much, rexor97, for your reply. Could you please advise from which website you obtained the promotional codes?
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2 years ago
Translation
Hello, everyone,
I got the bonus code from the list shown in the screenshot.
It should be added that no one said anything about bonus violations when I made my first deposits (nearly €3000 after all). The money was always taken, 400 here, 375 there, and it was never even mentioned in a subordinate clause that this was not allowed.
Regards
Edited
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2 years ago
Hello rexor97,
Thank you for letting us know about your problem. I will escalate this issue to antifraud and come back to you soon with they decision.
Best regards
WildPharao Support Team
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2 years ago
Translation
Incidentally, I am referring here to the same problem as in " The_Gamble_Lawyer ", which may also be of interest to the casino below. This one had exactly the same problem, with the difference that it was not about €1000 but about €36000.
I would like to mention again that I really enjoy playing on Wildpharaoh, which you can see from my €3000 deposit... But I don't see the point of giving up €1000s because the casino doesn't regulate their codes/promotions carefully.
Link attached for understanding.
https://casinoguru-de.com/wild-pharao-casino-the-player-account-has-been-banned
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2 years ago
Do I understand correctly that the promotional codes were found on the casino website itself?
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2 years ago
Translation
As in the case of The_Gamble_Lawyer, there was/is a list of codes, it must have been going back and forth between all sorts of people. It doesn't say that these are welcome codes. Likewise, one is not pointed out when redeeming, as "The_Gamble_Lawyer" was able to show in his complaint.
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2 years ago
Dear all,
Bonus codes from another partner are always a welcome bonus or first deposit bonus.
According to our Bonus terms, paragraph 12.14 "Only one bonus can be claimed at a time. Deposit related bonuses cannot be "stacked". Wildpharao.com management reserve the right to void any bonuses and/or winnings obtained by fraudulent behavior."
All the bonuses from mentioned list are welcome bonuses and taking more than one of the is Bonus terms violation. Technical possibility to enter several codes of such type does not mean that Bonus terms can be violated.
Dear Petronella,
we have investigated that several players have collected several welcome offer promocodes from several partners (each of them has different text name) and started to use it. They even put those codes in the list and started sharing mentioned, violating our system more and more.
Best regards,
WildPharao Support Team
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2 years ago
Translation
hello pharaoh team,
Adjusting your framework conditions afterwards is not a solution here either.
The Gamble Lawyer did the exact same thing, and his claims were upheld.
Very opaque.
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2 years ago
Dear rexor97,
Please understand that every case is different and the complaint that you refer to doesn't apply as precedent. Additionally, please bear in mind that casinos can't be fully responsible for promotional codes shared by third parties.
I have checked the bonus rules, and this is what I found:
"12.14.Only one bonus can be claimed at a time. Deposit related bonuses cannot be "stacked". Wildpharao.com management reserve the right to void any bonuses and/or winnings obtained by fraudulent behavior."
If you find a bonus code on another website than the casino's official one and you are in doubt, I strongly recommend checking with Customer Service prior to redeeming such bonus code. Especially, if you claim a bonus code with every deposit.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
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2 years ago
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I was expecting something like this, but thanks for the effort.
Thus, the casino has alienated another player.
thank you very much
matzo 😉
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2 years ago
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Afterwards, however, I would be entitled to my deposit of €300 again. As communicated by Wildpharao, this was canceled.
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