The player from Germany had their winnings capped. We rejected the complaint because the player played down the winnings
Wild Pharao Casino - Player’s winnings have been reduced.
Amount: €2,500
Wild Pharao Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
0.8
Wild Pharao Casino has a Safety Index of 0.8, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
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3 years ago
Translation
Good evening, the casino paid me the cashout of € 22 twice, of course I accepted both, i.e. I had € 44 credit, then had to wager € 400, I succeeded in doing this by paying out € 1000 5 times ! Now it is said that there was a mistake with the cashout!
so in my HISTORY you left 2 times 1000 € and 1 time 500 € a total of 2500 €, and the other 2500 € have been deleted!
I've made everything in writing, and videos, and screenshot on my mobile phone, I'll ADD this casino, and take a lawyer against this behavior! Profit is profit and I deserve it, this casino is so unprofessional!
I will fight for the 5000 € I swear!
something like that is fraud, and simply fraud on their part!
I hope you can help me
the paths have all already been initiated
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3 years ago
Dear twilkes182,
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. Do I understand correctly that a bonus of €22 has been credited to your account mistakenly twice? Could you please confirm that you've received half of the winnings (€2,500)?
I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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3 years ago
Dear twilkes182,
We are extending the timer by 10 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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3 years ago
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Since December 21st, money is said to have been sent out to my bank! To date, not a cent has been received, 3 emails have been sent to the financial advisory service, no answer either, in the chat I only get one answer and always the same / please contact the finance department
according to the worker CRISTINA it should be on the way since December 21st, 21st, I don't live behind the moon that it takes years for it to reach my German bank account! I feel slowly but surely betrayed by wildpharao
and I will take legal action if that goes on
It's about 2 times 1000 € that I am entitled to
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3 years ago
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The customer service and the chat have blocked me, with a friend the chat is as online, and with me as offline, they do not respond to a single email, have already sent over 20 emails! No reaction, this casino does not want to withdraw my € 2000, and you have already deleted € 2500 from my history because there was supposedly an error, I will accuse this casino, because this is more than fraud, all the money that has been deposited is was good for the fraudsters, but on the alleged payout that has been out since December 21st, which is still not in my bank account, and it's been more than 3 weeks now, I can't reach any finance department, the customer chat is has been put offline!
I just want the money I'm due!
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3 years ago
I understand your frustration, twilkes182. Could you please confirm that a bonus of €22 has been credited to your account twice mistakenly? Would you agree that you are entitled to a payout of €2,500 only? Thank you in advance for your reply.
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3 years ago
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The pigs erased everything for me! This woman told me that it was sent out 2 times 1000 € from their system
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3 years ago
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What do you mean by that ! I don't understand the word relevant!
but personally I can no longer see the exact picture in my history
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3 years ago
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The woman from customer service (Cristina)
wrote me that it went out on the 21st of December 2 times 1000 €
and that's exactly what I want to have confirmed! To this day, not a single cent in my bank
it's been 3 weeks, we don't live behind a moon that takes such a long time or bank transfer!
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3 years ago
Please understand, bank transfers can be tricky, and the entire process can take a bit longer since intermediary banks might be involved, and international transactions take place.
Could you please advise if you have received any transaction tracking number from the casino or any other proof that the money has been sent?
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3 years ago
Translation
Good day
I tried 2 times to explain that you should send me a confirmation that the money was sent out, no reaction! Maybe they don't understand that either, I communicate with people who believe that they sit behind the moon! I've never seen anything like this in my casino career. Such a team! I'm so mad that I have to wait more than 30 days for my money! In the meantime I am in debt because I relied on the fact that the money would be on it within 1 week
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3 years ago
Thank you very much, twilkes182, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@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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3 years ago
Hello twilkes182!
I will take care of your complaint from now on. I would like to invite representatives of Wild Pharao Casino into this complaint in order to help us resolve this withdrawal issue.
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3 years ago
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We can do it like this!
and again he will tell you that the money is out since December 21st, as I got it from Cristina (support), I have the confirmation as a screenshot! But no payout can take that long 🤦🏻♂️
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3 years ago
hi, actually we checked your case. we decreased the payouts by 50% because of double credited free bonus (cash back). From our records the remaining 2.5k EUR which was on pending status got canceled from your side and played. Even u did several deposits (9 times) after this, therefore we cannot understand why your are complaining
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3 years ago
Translation
I paid out € 1000 twice! And gambled away the € 25,000! Then Casino Guru didn't understand me
I just want my 2000 € which I paid out and which has supposedly already been sent out, so far not a cent has reached my bank
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3 years ago
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Just want to confirm my 2000 € on my account that your colleague Cristina told me that they were sent out to my deposited bank number
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3 years ago
Hello twilkes182,
Could you provide us with the communication you had with the casino's live chat support (Christina) about the withdrawal requests, please? Much appreciated. Please send them to my email address (tomas@casino.guru) Thank you in advance.
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3 years ago
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Please write me the email on which I can copy it, then I will send the proof of Cristina
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3 years ago
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I would like to have a contact address for the gambling license in curacao, and to file a fraud complaint for the payout of 2 times €1000 which is said to have been sent out to my account since 12/21, I no longer want to participate in this scam! My payout is now 4 weeks ago! And I've had enough
please send me an email address for the gambling license in curacao !
Sincerely, Tim
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3 years ago
Hello Tim,
We will discuss this matter at a company meeting this week and update this thread afterward. Thanks for your understanding.
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3 years ago
Hello Tim,
I would like to ask you further questions.
After the withdrawal request was made by you on the 21st, did you cancel the withdrawal for 2500 €, that you gambled away?
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3 years ago
Translation
According to wildpharao, due to the cashback error, I got €2,500 left on my player account and lost it! The lady (Cristina) wrote me that 2000€ will be paid out, and she wrote that they are out in the direction of my bank account!
nothing happens in my bank account at all
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3 years ago
Dear twilkes182,
I can understand your frustration, but the live chat message screenshot only confirms that at that time they worked on the withdrawal request. It doesn't necessarily mean the amount was sent to your bank account.
Did you cancel your withdrawal of 2500 € as the casino representative says?
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3 years ago
Translation
I didn't cancel anything except the €2500 that was put back into my account
after that I made a payout of 2 times 1000! I could see that in history! And suddenly it was gone from history!
Oddly enough, things disappear from history!
and I'm not stupid, I didn't touch the 2000€ extra because I have bills to pay
if this is their scam then i will sue the casino
I just want my ****** money
we are talking about 2 times 1000€
Edited by a Casino Guru admin
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3 years ago
Hello all,
Dear Wild Pharao Casino,
Did twilkes182 play down all 2500 € as you say in your last post, or Did he attempt to withdraw part of what was returned to him?
Please provide a detailed log of what happened after the cashback bonus was awarded to him to tomas@casino.guru Much appreciated.
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3 years ago
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I can not understand all this anymore! I have paid out 2 times 1000€ as usual so that it comes to my bank
what is so difficult about it , if it were not s I would not make a fuss ! I know what I was able to do overall and what wildpharao wrote
I'm just missing €2000 that I paid out! What's the problem with just sending it to my bank?
Everything pulls out and no one sends the money out! It's been a month since I'm waiting for my money
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3 years ago
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I've had enough from today! I will file a lawsuit for fraud! And one thing is for sure I will fight for such cheaters to get their punishments
I make this effort myself! And if I end up having to pay for it
meaning the casino will hear from my name and the police
For more than 6 weeks they think I'm stupid, in the paid money that was always good yes? I'll do that for anything I get this back! And when I fly to CURACAO, with the Bandidos ✊🏻 Very, very dangerous game Do you drive wild pharaohs
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3 years ago
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You're all under one roof
you have communicated and want to close the case, that's how it looks
you can't rely on GURU either
Ps: this is not a threat, this is a promise, good that we have a police officer in the family, and who has other contacts, we will RESEARCH the wildpharao Casino thing
And we'll get our money, I swear to God
in the sense , Attention people WILDPHARAO are scammers
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3 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, we will close the complaint as ‘unresolved’.
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3 years ago
Dear all, from our records the 2,5k has been played down, therefore no payout has been made and/or is pending
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3 years ago
Dear Wild Pharao Casino,
Could you please forward the records that would show the 2500€ was played down to my email address (tomas@casino.guru)? Thank you.
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3 years ago
Hello all,
Thanks to Wild Pharao for the evidence provided.
Dear twilkes182, I looked at the log of your game balance and I must conclude you played down 2500€ of your winnings between December 21st and 23rd after payouts of 500€, 200€, 300€, 500€ and 1000€ were canceled.
Since you played down your winnings, we cannot help you in this case anymore and will have to reject your complaint as unjustified. I’m very sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. Thank you for your understanding.
