The player from Germany had his winnings capped without further explanation. The money has been lost by regular playing.
Dear Michael,
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. Could you please advise if you have activated any bonus when depositing €250 into your account? Do I understand correctly that you have redeemed the cashback bonus while having an active balance of €80k?
Could you please forward your bonus history along with any relevant communication to petronela.k@casino.guru?
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
There is nothing in the mail about a cap and that is enough if you claim this 16
To deduct over 60,000 euros
Thank you very much, Michael, for the forwarded emails. Could you please advise if you have activated any bonus when depositing €250 into your account?
I see. Every deposit has been rewarded with a bonus, correct? Your last deposit has been €50 (18/11) triggering a bonus of 100%, could you please confirm it?
Yes, I can confirm but find it strange that you can then deduct so much
The only rule that could influence your active balance is the following one (here):
"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."
Could you please advise if you have completed the bonus wagering of your last promotional offer before activating cashback bonus?
I don't know anymore, but the payments always took place when there was no more money available, so it was always zero
And the last deposit was 50 euros
Thank you very much, Michael, for your reply. I will now transfer your complaint to my colleague Viliam 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.
Thank you for your efforts and I'm curious how it turns out
Merry Christmas and a happy new year
Hello Michael,
I looked at your complaint and will do my best to help you. I would like to invite Wild Pharao Casino into this conversation. Casino, can you please specify what is the problem with the player’s winnings?
The problem see above 16 Get Cashback clicked Account balance before that see image 80000 afterwards see image 13000
Hi, as already written via live chat and based on our logs the money has been played from your side .. u can see the logs also "originally" in the games you played (already written also in live chat)
I played the rest (13000)
Then send me the game history that I've been requesting for 2 weeks
Just to get make a "short" proof since u are complaining u dropped from 80k to 13k without playing.
See a small screenshot that you played Big Bass Bonanza with a balance of 29k ...
And I didn't have a live chat with them
And how can 8ch have played the 66,000 if after clicking on the 16 Cashback they were gone and then played the 13,000 as I said
Okay but liked to have a screenshot with a score of 80000 and then immediately afterwards
When playing 13 downward how did u played with 29 ? And based from our and provider logs as already mentioned u played also with 33k .. 45k .. 51k etc.... so all in all you played the complete sum..
I also continued to play and won and lost, it's about the score 80000 and the score immediately afterwards when I used the 16 chasback, nothing else
I know what I've played
If you already show a screenshot you can also show the 80000 stand and then immediately afterwards, or better said when I clicked on the 16 chasback
Dear Casino,
send me the player's gambling history, please. My email: viliam.v@casino.guru
We would like to ask the Wild Pharao Casino to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
So it seems to take longer, it would be so easy to display the game history and everything cleared up.
Or do you have to follow the course first .....
🙂 Well
I apologize, but since we haven’t received any evidence from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru
I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.
I hope you won't come across a problem like this again.
The Casino can ask to reopen this complaint anytime.
We’ve reopened this complaint as per the Casino’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.
Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but 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.