The player from Germany has not been able to access the game since it crashed a few days ago. The case was successfully resolved since the player received acceptable compensation.
Wild Pharao Casino - Player's not able to access a game.
Amount: €10
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
Public
Public
2 years ago
Translation
Hello dear team.
On April 5th, 2022 around 8:30 p.m. I played Bonanza from BigTimeGaming. I got free spins with an account balance of around €70.. At about the sixth free spin the game stopped and crashed. Since then I can't open it.
I wrote to support twice but they couldn't help me.
I didn't get the money for the free spins nor any help.
I ask for help. Nobody answers and it hasn't worked since then.
PS.: I've tried pretty much everything; another browser, delete cookies etc.
all other games from BigTimeGaming work and Bonanza ran without problems for months before
(Amount unclear as free spins stopped on spin 6)
MfG F*** Ivan
Edited by a Casino Guru admin
Automatic translation:
Public
Public
2 years ago
Hello Ivan,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that this has not influenced your real money balance? Have you also tried using another device to access the game?
Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.
Looking forward to hearing from you.
Best regards,
Kristina
Public
Public
2 years ago
Translation
Hey Kristina.
Thank you very much for helping me.
The thing was like this: I had about 70..€, got free spins on 0.80€ and started it as normal. The game crashed on the 6th free spin and this message has been appearing ever since.
I spoke to WildPharao support twice and they couldn't help me. They said something like: I should try a different device, delete cookies, use a different browser and delete my browsing history.
I tried everything. I tried it on 3 devices (PC, iPhone 13, Samsung Galaxy J4+) and still got this message.
Then they said to me it works for them and they can't help me. They gave me an extra support email, to which I described the problem exactly as it was. No Answer..
It can of course be that the remaining at least 6 free spins pay absolutely nothing. But it's an 80 cent bet and there are also extensions etc.
Even if it's only 10 € that will be added..
I have put so much money into this casino and I would like to at least just finish my free spins.
Thank you very much Kristina.
Hope we can find a solution.
Kind regards
F*** Ivan
Edited by a Casino Guru admin
Automatic translation:
Public
Public
2 years ago
Thank you very much Ivan for your reply. I will now transfer your complaint to my colleague Jozef (jozef.k@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
Hello Ivan.
Thank you very much for sharing your negative experience. We are now going to reach the casino team.
Public
Public
2 years ago
We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
Public
Public
2 years ago
Hello there.
Thank you very much for your cooperation. I am extending the timer by 7 days.
Public
Public
2 years ago
Hello,
Sorry for the inconveniences. 10 EUR on your account (10 EUR wager)
Hope you will enjoy staying with WildPharao.
Best Regards,
WildPharao Support Team
Public
Public
2 years ago
Translation
Thank you for caring about the players.
I'm glad I got something back. However, it was 80ct free spins. Anything else could have happened there.
but well. I'm still very grateful to you that they were able to assert themselves.
thank you thank you 🙂
Automatic translation:
Public
Public
2 years ago
Hello there.
As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for 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.
Best regards, Jozef
