Wild Pharao Casino - Player’s withdrawal has been delayed.

Hi, ich bin ein verifizierter Spieler bei wildpharao.com ich habe als letztes 10 Euro mit sofort einbezahlt ohne Bonus. Ich habe dann ca 4500 euro damit gewonnen schön und gut ich schrieb dann den live chat an um ein paar dinge zu erfragen ob sie noch etwas brauchen Dokumente etc. Nein alles gut ich bin komplett verifiziert okay.... Dann ging erst mal der erste Schock einher als ich auf mein Konto zurück ging standen nur noch 500 Euro auf meinem Konto... Ich schrieb den live chat nochmal an sie meinte sie hätte es gelöscht weil man nur seine Einzahlung mal 50 auszahlen lassen kann... Okay habe ich eingesehen habe aber trotzdem nichts falsch gemacht denn ich hatte es ja gewonnen fair. Am 13.04.22 habe ich dann meine Auszahlung beantragt nach einer Beschwerde wurde es am 22.04.22 dann als weiter verarbeitet gezeigt bis heute erzählt mir der live chat Mitarbeiter das selbe es wird weiter geleitet auch an jede Email adresse die ich auf der wildpharao.com seite gefunden habe, habe ich angeschrieben bis heute keine antworten... Jetzt bleibt mir als letztes nur noch die Hoffnung das mir hier jemand helfen kann aus meiner Sicht habe ich überhaupt nichts falsch gemacht.... Einfach nur doppelt ärgerlich.... Bin auch schon echt sauer jetzt.

Dear Kathyyy03,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your payment is still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

However, could you please confirm that you have accumulated your original winnings of €4,500 without any active bonus? Looking forward to hearing from you.

Best regards,

Petronela

Na klar ich lade ein Screenshot hoch, ich bin so dankbar das ihr mir versucht zu helfen, 😊

Ich hoffe das passt so.

Ach ja genau ich habe den live chat ja schon ein paar mal angeschrieben und entweder heißt es ist wurde schon geschickt ein anderes mal ist es dann wieder etwas anderes... Soweit ich weiß ist es nur mein Konto. Aber auch bei den Email Adressen antwortet kein Mensch zurück auf dem Screenshot ist ja auch zu sehen das es ohne Bonus war und es schon verarbeitet wurde. Es mag schon sein das es Wochen dauern kann aber dann muss man das auch so in die AGB schreiben und nicht 2-5 Tage und es kann ja schon passieren das sich das verzögert aber was diese Leute machen es richtig anstandslos. Da vergeht solchen Menschen wie mir das Spielen echt 🤔

Dear Kathyyy03,

Thank you very much for your reply. Have you saved any screenshots of your original winnings (€4.500)?

Leider habe ich davon keins gemacht 😔 ist das ein Problem. Als ich dem live support geschrieben hatte hat sie es noch als ich mit ihr im Chat geschrieben hab gelöscht als ich aus dem. Chat raus gegangen bin standen auf dem. Konto nur noch 500 der Rest war leider gelöscht.

Thank you very much, Kathyyy03, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@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.  

Hello Kathyyy03,

I am sorry to hear about your troubles.

It looks like the casino confiscated the winnings based on this rule:

4.2.1 At any time, You can decide to withdraw part or all Your funds from Your Account by selecting from the various options made available by Us. There is a general limit on withdrawals of one thousend Euros (€1,000) per user, per day, five thousand Euros (€5,000) per user, per week (excluded progressive jackpot winnings). The maximum Cashout will be 50 x of your last Deposit. Depending on the currency and on the chosen withdrawal option, certain transaction fees may apply. We will not charge any fees for withdrawals; However, You shall bear all costs for financial institutions or payment processor fees. Once all the available funds have been withdrawn, the player has the right to close his account if he wishes to do so.

Of course, using this rule as the cap for winnings is highly unfair.

I would like to invite the casino representative into the case.

Could you please explain what happened?

Dear Kathyyy03,

 According to the bonus terms and conditions paragraph 14.16 All withdrawals will be subject to an internal audit before being processed. Wildpharao reserves all rights to void Bonuses or any winnings for failed audits. Player hereby consents in advance to same. When depositing with Bonus the maximum Cashout for all reload bonuses (all bonuses without the first depositing bonus) will be 50 x of your last Deposit.

I have checked your payment issue and can see that it was processed. I will ask for proof of payment and come back to you asap.

Best regards,

WildPharao Support Team

Dear WildPharao representative,

Kathyyy03, in the complaint, wrote she played without a bonus, and you wrote that this 50x cap is on the reload bonus.

Could you please clarify if the bonus was or wasn't activated?

Unfortunatelly the rule as it is written is very unfair. If this rule is intended to be for a cap on bonuses, it should be written that this rule is for bonus play and not real money.

Hallo zusammen 😊 gibt es denn schon etwas neues? Ich bin schon sehr gespannt

We would like to ask the 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’.

Could you please clarify if the bonus was or wasn't activated?

Hallo lieber Matej,

Ich habe mich etwas informiert. Wild Pharao casino hat ja angeblich eine Lizenz. Ich kann auch bei der Aufsichtsbehörde eine Beschwerde einreichen oder? Wie würde das funktionieren. Danke dir im voraus 👍

Dear Kathyyy03,

Tell me please when you made a deposit of 10 EUR without bonus and won 4500 EUR?

Specify the exact date please.

Best Regards,

WildPharao Support Team

Hallo, die Einzahlungen ohne bonus war am 12.04.2022. Der Gewinn entstand vom 12.04.2022 bis 13.04.2022.

Hier das Screenshot

Dear Kathyyy03,

When your complaint is at the dead-end, I will gladly help you submit a complaint to the regulator.

But because the casino responds to you, let's try to solve the complaint here.

Hallo 😊 ja diese Lösung wäre mir am liebsten. Ich finde es nur echt super traurig das man wildpharao casino so nachbetteln muss. Unglaublich.... Und traurig zu gleich 🙏

Dear WildPharao Support Team,

Any updates regarding the case?

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’.

Dear Kathyyy03,

Because the Dear WildPharao Support Team didn't respond in the given time frame, here is a guide on how to submit a complaint to their casino regulator.

Please visit: https://www.gaming-curacao.com/ and click on: contact us.

Fill in the form there.

Your complaint should contain.

1) Your personal information:

name and surname

your country of residence

your age

2) Complaint body must include:

casino name + website + license (license No. 365JAZ)

your login (username) and email in an online casino (with which you had registered the account)

then describe what has happened as thoroughly as possible (including the sum of money you are challenging)

3) Attach a link to this complaint + email files (screenshot images or email correspondence) that prove you have already tried to resolve the problem with the casino.

Copy the info from the form, and just for sure, send it also to info@gaming-curacao.com

Please let me know when you submit your complaint to the regulator.

Lieber Matej,

Vielen Dank. Ich werde es gleich on dem nächsten Tagen erledigen und dir dann nochmal bescheid geben.

Ich finde es sehr traurig das so ein online casino wie wild Pharao online mit Lizenz überhaupt spielen darf. Das erschüttert das Vertrauen.

Dear Kathyyy03,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Dear Kathyyy03,

Could you please confirm that you sent your complaint to the regulator?

Dear Kathyyy03,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

We assume that Kathyyy03 submitted the complaint to the regulator. I am closing the complaint now with the status, waiting for the regulator's decision.

Kathyyy03, please reopen the complaint when the regulator responds. Otherwise, we close the complaint after three months.

Dear Kathyyy03,

We hope you are doing well. We wanted you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.

If the Licensing Authority has resolved your case and ruled in your favor, we kindly request you to update your complaint within the thread. Alternatively, if the ruling favored the casino, your input is equally valuable. We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the Authority supports the operator.

Thank you in advance for taking the time to reply.

NEIN LEIDER IST BIS HEUTE NICHTS EINGEGANGEN AUF MEINEM KONTO 😣

Dear Kathyyy03,

Could you please confirm if you have successfully submitted your complaint to the regulator? Additionally, could you forward me the email you sent to my address (matej@casino.guru) so that I can verify if the complaint has been formally correct?

Thank you.

Dear Kathyyy03,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.