The player from Germany had her funds vanished from the account. We ended up closing the complaint as "unresolved" because the casino stopped responding and failed to provide relevant evidence to support its claims.
Wild Pharao Casino - Player’s funds have disappeared from the account.
Black points: 40602
Amount: €74,000
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
Insufficient evidence from casino
UNRESOLVED
Case summary
8 months ago
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2 years ago
Translation
I made a deposit and got through well because the wager hit in a few games and then won 62 k at wantend duel bonus
After a few hours the money was 74k out of my account
I asked where the money was, they said they couldn't see the money, fortunately I took a picture of the balance
They said they would take care of it and report it by email
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2 years ago
Dear Oksana,
Thank you very much for submitting your complaint and forwarding all the relevant screenshots. I’m sorry to hear about your problem. Could you please forward your game history to petronela.k@casino.guru? Please indicate the exact date and time of the incident. Which bonus you have activated, please?
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Petronela
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2 years ago
Thank you very much, Oksana, for the forwarded screenshots. I have checked the general bonus terms and conditions and this is what I found (here):
"GENERAL BONUS TERMS AND CONDITIONS
...
12.Until the play through requirements have been met, the maximum bet that is allowed to be placed is 5 EUR/USD/CAD/AUD/NZD/USDT, 10 BRL, 50 NOK, 0.01 BCH, 0.01 ETH, 200 Dogecoin, 0.1 LTC, 20 PLN or 300 RUB. When it comes to Bitcoin players the maximum bet is 1 mBTC. This includes double up wagers after the game round has been completed, for example, wagering winnings from X game round on red/black, and also in-game bonus features that can be purchased."
Could you please advise if you are aware of placing any bets greater than the allowed ones while completing the bonus wagering?
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2 years ago
Translation
Additional comments from the player:
"Hello
I have not played more than 5 euros in Bonus. That was after the end of the bonus, when I was already done with the wager"
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2 years ago
Thank you for the email. In regard to the accusation of multiple accounts, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?
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2 years ago
Translation
Additional comments from the player:
"Hello
Yes, my ex-wife has an account from wild pharao, of course I'm also at her house because we have children, but we don't live together in a household, we are separated and I have also submitted the address to wild pharao
I don't know if neighbors play there too"
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2 years ago
Thank you, Oksana, for your email. Could you please forward your game history and advise if your account has been successfully verified in the past?
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2 years ago
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Additional comments from the player:
"Hi
No, they haven't confirmed the account yet, they already have the documents and that's what I found under game history"
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2 years ago
Dear Oksana,
From those few screenshots of your game history, it is obvious that you have placed several bets greater than the allowed ones. I am very sorry but if that's the case, we won't be able to help you.
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
Translation
Additional comments from the player:
"Hi
No the screenshots I sent you are deposits not wagers
I have nothing from game history
The screenshots are only the deposits not the game bets
okasana"
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2 years ago
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Additional comments from the player:
"Hi
I don't have your game history and I can't request it because I would be blocked from chat and the wild pharao staff just won't answer"
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2 years ago
Dear Oksana,
Please send an email to info@wildpharao.com requesting your game history and CC me in the copy. Thank you very much for your cooperation.
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2 years ago
Thank you very much, Oksana, 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 Oksana,
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
Translation
Hello dear Wild Pharaoh
I don't know the accounts and I didn't create them, the only thing I can say is that my wife has an account with you, but we don't live in the same household, I can prove that.
Everyone uses the bonus code and I've never heard that it's not allowed to be used. I even got a note from the streamer with the bonus codes and I was 100 percent assured that it would work
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2 years ago
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Hello Wild Pharaoh
I think it's a shame that it turned out like this I've heard several times that larger winnings from you would be deleted I'm not the only one that's a real shame because I like your casino and like to play on it
Maybe we and some can and come to a solution together
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2 years ago
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I can even send screenshots with the note I received
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2 years ago
Hi all,
Thank you for your replies.
Dear Wild Pharao Casino team,
Could you please send more detailed evidence to my email address (peter.m@casino.guru)? All sensitive information can be blurred out. What exactly is the multiple-account accusation based on? Same name, date of birth, address, device, IP match? Thank you in advance.
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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
Translation
Hi
I am also eagerly awaiting the response from the casino
I am 100 percent sure that the accounts do not belong to me
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2 years ago
Hi Oksana,
Unfortunately, the casino stopped responding entirely and didn't provide additional evidence to support its claims. 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 respond, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Curacao Gaming Authority and submit a complaint here: http://www.gaming-curacao.com/. Gaming authorities have better options and tools to help players, especially in cases like this one. Please let me know if you need help with filling the form or how the authority responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.
Best regards,
Peter
