The player from Germany accumulated a significant amount of money which was later confiscated without clear explanation. We did not receive any reply from the casino team, therefore the case was closed as 'unresolved'.
Wild Pharao Casino - Player's winnings have been confiscated.
Black points: 2892
Amount: €32,000
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
1 year ago
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1 year ago
Translation
Good day,
I made a deposit with a bonus at Wildpharao.com (€100 deposit, bonus 250% = €250).
I finished the wager normally and came out with a few hundred dollars of raw cash.
At no time did I violate the bonus terms (e.g. Max Bet €5)!
I did not withdraw the remaining balance, but continued to play with it. I was able to earn a total balance of around €32,000 and then decided to request the first withdrawal.
Since the maximum payout per transaction is €1,000, I applied for it.
After almost a month of waiting (I haven't played since) and countless emails from my side, the payout of €1,000 was canceled and the balance was reduced from around €32,000 to a smooth €5,000!
I contacted support and was fobbed off with the statement that the max win with bonus can be at most 50x the deposit, therefore 50 x €100 = €5,000
Of course I insisted and denied this process, but was ignored. In order to save at least the €5,000, I then applied for the payment of €1,000 again and again had to wait almost a month. After countless more emails and inquiries, I log in one day and the balance went from €5,000 to €0!
When I asked support, I was again only referred to the Bonus Terms, according to which this time the maximum cashout from Cashback Monday (???) is 50x the Cashback amount:
A completely meaningless statement, because:
- Cashback is only available for lost deposits, which is not the case here (since I obviously won €32,000)
- My balance was first set from €32,000 to €5,000 and only in the second step from €5,000 to €0
- A reduction to 0 € makes no sense even with 50 x cashback (since cashback cannot correspond to 0 €)
The fact is that since this statement, all my messages have been ignored. I have contacted the following email addresses:
support@mail.promedia.ladesk.com
PLEASE WARN ALL USERS ABOUT THIS FRAUDULENT CASINO!
I don't know what to do and I sincerely hope that you can help me.
I would be very happy if this case became public.
This behavior is totally unacceptable!
Thanks for your support!
Oliver D***
Edited by a Casino Guru admin
Automatic translation:
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1 year ago
Dear Silverback0584,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If possible, could you please post here (or forward me) your bonus history?
If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
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1 year ago
Dear Silverback0584,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
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1 year ago
Thank you very much Silverback0584 for your email. 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.
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1 year ago
Hello Silverback0584.
Thank you very much for sharing your negative experience. We are now going to reach the casino team.
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1 year 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’.
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1 year ago
Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.
Dear Silverback0584.
I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.
Best regards, Jozef
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