The player from Germany had been waiting for his winnings since April. In the meantime, he confirmed that €350 was already credited to his bank account, and he cancelled the remaining withdrawal requests and played with the balance, then he requested new withdrawals. The complaint was rejected because the player did not respond to our messages and questions.
Wild Pharao Casino - Player’s withdrawal has been delayed.
Amount: €650
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
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Hi, on 04/19. the first payout of €330 was accepted.
Nothing happened until now.
I still have a payment of €200 that has not yet been processed.
After reading all the bad reviews I'm afraid I won't get my money's worth.
So I'm submitting a complaint.
Automatic translation:
Public
Public
2 years ago
Dear Tobias,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?
If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Public
Public
2 years ago
Translation
These are my first two withdrawals I've made. Before that, I was always depositing and losing.
First payout €350 (confirmed)
Second payout €200 (not yet confirmed)
And 135€ which are still on my player account.
Edited
Automatic translation:
Public
Public
2 years ago
Thank you very much for your reply, Tobias. Have you already received the first withdrawal? Have you accumulated your winnings with or without an active bonus?
Public
Public
2 years ago
Translation
Hi, still no money in my account.
Yes, I have always played with a bonus.
But I always kept to all terms.
On 04/19/22 the first payout of 350€ was made on WildPharao on (Processed)
but since then I have not received any money.
Since May 5th, 2022, I have a payment of €200 that is still open
was not edited at all. (was also the weekend between so understandable)
And €135 are currently still on my player account, which I'm sure
also pay out if it would go ahead 🙂
Automatic translation:
Public
Public
2 years ago
Thank you very much Tobias for your cooperation so far. I will now transfer your complaint to my colleague Branislav (branislav.b@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, Tobias,
I am sorry to hear that your withdrawals have been delayed. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Wild Pharao Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear Wild Pharao Casino,
Could you please state the reason why the player's withdrawals have not been completely processed yet and what is the estimated time frame for processing the payments?
Thank you in advance for providing the information.
Public
Public
2 years ago
Translation
Hi, got my first payout of 350€ today.
Now I'm waiting for WildPharao to accept the second withdrawal of €200.
Unfortunately it hasn't been processed yet. Requested payout on 5/5/22.
Let's see how long that takes, it was now 3 weeks 🙂
It might be a little faster now.
I'm glad the first one is through. Thank you WildPharao!
I don't know if Guru has influenced the process now.
Otherwise, of course, thanks to Guru!
It would be nice if the case was left open until it's closed.
Edited
Automatic translation:
Public
Public
2 years ago
Great news! Thank you, Tobias, for your email and update.
Once the casino is involved in the open thread, it is informed via email and knows about the complaint, maybe it helped. However, for now, I would like to wait for the casino's response regarding your pending payment.
In the meantime, let me please ask you one more question.
You set the disputed amount at €530. You already received €350 and you are waiting for another €200. In addition, you mentioned you have another €135 in your balance that you would like to withdraw.
Is it still valid, please? Can I amend the disputed amount to €685?
Public
Public
2 years ago
Translation
Hi,
€200 + €100 are still open.
So in total it was about 650€.
Automatic translation:
Public
Public
2 years ago
Dear Tobias,
Thank you for letting us know about your problem. We are very sorry for the delay in this cashout. We have been busy working to make our Cashout system better.
I will escalate this issue and come back to you asap.
Best Regards,
WildPharao Support Team
Public
Public
2 years ago
Thank you, Wild Pharao Casino, for your reply. Let us know please once you receive the necessary information.
We are looking forward to hearing from you soon.
Public
Public
2 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’, which will have a negative impact on the casino's rating.
Public
Public
2 years ago
Translation
Hi,
because the payouts over 200€ + 100€ were unfortunately not processed,
I canceled it again.
I completely lost the 100€.
I also canceled 200€, leaving 70€ balance
and 130€ paid out.
Since I won something again with the €70, I have the payout
canceled again over 130€.
To make it easy, it's standing now
345€ 2022-05-22 23:24:02 requested
500€ applied for 2022-05-24 16:35:44
open for payment.
In addition, there are currently €323 left in my player account.
I don't know yet what will happen to it.
Kind regards,
Tobi
Automatic translation:
Public
Public
2 years ago
Dear Tobias,
I am truly sorry, but currently, I cannot see any issue here. Your pending withdrawal from May 5th, 2022, was cancelled by yourself.
We recommend to players wait at least 14 days before submitting a complaint regarding delayed withdrawals. Your pending withdrawals were requested today and 2 days ago. Moreover, I see you even made several new deposits there and left some amount in the balance again.
I am not sure what are your expectations now. How can we help you?
If you need to withdraw all your balance from the casino, request withdrawals for all of it. Otherwise, we are talking about wasting time on all involved sides and a never-ending story. Please note we are not the casino's Customer Support.
The main issue of the complaint was resolved, and you cancelled your pending withdrawal that was a part of this complaint at the beginning. Can I consider the complaint resolved, please?
Public
Public
2 years ago
Translation
Hi,
my last deposit was on 4/29/22 and all that now for withdrawal
was requested is still from that said deposit.
That's why I actually wrote in detail what I did.
Yes, the payout from 05/05/22 was canceled by myself,
However, I waited until 5/22/22 to cancel.
Until then, the payout was still not on "Processed"
placed, which according to the casino should normally take 4-5 days .
I think that should be enough time I've been waiting.
And then with the said 200€ (which I broke off)
won twice more, which is why 2 separate
new payouts are there.
I honestly don't know what I should have done wrong.
Will cancel the 2 payouts and make one out of it
if that makes more sense.
Of course, I'm not complaining about the current payouts.
I'm talking about the period 05/05/22 - 05/22/22.
Normally after such a time I can't even get a payout
cancel because it should have been processed long ago.
Kind regards
Tobias
Edited
Automatic translation:
Public
Public
2 years ago
If you do not have a pending withdrawal, requested on May 5th, due to cancelling it, I cannot see any issue there anymore.
It does not matter if you requested a new withdrawal request or if you requested more withdrawals. However, it caused the whole process has started from the beginning. There is new gameplay history, maybe some of your previously valid/verified documents expired from the casino's point of view etc. The casino has to check it.
We do not talk about an issue since the time you have cancelled your pending withdrawal.
I understand the situation, but please, what do you expect from us?
Public
Public
2 years ago
Dear Tobias,
Could you please provide us with an update?
We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.
We are looking forward to hearing from you.
Public
Public
2 years ago
Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.
The player can reopen this complaint anytime.
Best regards,
Branislav, Casino.Guru
