The player from Germany requested a withdrawal and after 3 weeks of waiting for payment decided to file a complaint. The player received payment approximately 1 month after submitting the withdrawal request. The complaint is resolved.
Wild Pharao Casino - Player’s experiencing problems with withdrawals.
Amount: €390
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
I don't even remember when exactly I requested the payment. But since April 19th my payout says "bank processed" but the money just doesn't make it to my bank account. The chat always directs me to the email address payments@wildpharao.com, but they don't reply to several requests, I get a read receipt every time. If I turn to the chat again, I am referred back to the email address. I don't know what else to do.
Automatic translation:
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2 years ago
Dear Mario,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
Additionally, please, forward any relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
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
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2 years ago
Translation
Hello Kristina,
Thanks for the support:
Have you ever made successful withdrawals?
- - Yes, several times, but always with problems and escalations
Could you please confirm that you passed the KYC verification?
- - Yes, I have
Have you accumulated your winnings with or without an active bonus?
- From the history, I would say it was with a bonus, but I'm not sure anymore
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2 years ago
Thank you for your reply, Mario. Could you please advise which payment method to withdraw your winnings have you opted for? Was it the same one you used before?
When did you receive your last withdrawal? Approximately how many days did it take to be processed?
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2 years ago
Translation
Hello Kristina,
the last successful payout was in mid-February to my bank account, which I also use to deposit. I also escalated this at the time using the WP complaint form, it took about 4 weeks from winning to payment.
Automatic translation:
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2 years ago
Thank you very much Mario for your cooperation so far. I will now transfer your complaint to my colleague Branislav (branislav.b@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.
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2 years ago
Translation
Hello Kristina,
Thank you for your previous support.
I hope you find a solution.
Warm greetings
Mario
Automatic translation:
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2 years ago
Hello, Mario,
I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Wild Pharao Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear Wild Pharao Casino,
Could you please state the reason why the player's withdrawal has not been completely processed yet and what is the estimated time frame for processing the payment?
Thank you in advance for providing the information.
Sensitive attachment
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2 years ago
Dear all,
Please find attached proof of payments
Best Regards,
WildPharao Support Team
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2 years ago
Translation
I received the money on Friday. Thanks to all supporters.
I had my account deleted today.
Warm greetings
Mario
Automatic translation:
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2 years ago
Thank you, Mario, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds.
As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Thank you, too, Wild Pharao Casino Team, for providing information and for your cooperation.
Best regards,
Branislav, Casino.guru
