The player from Germany requested a withdrawal in early May 2022, but he has not received it yet. The complaint has been closed as 'unresolved' because the casino failed to reply and cooperate in further resolving the complaint. There was no progress for more than two weeks.
Wild Pharao Casino - Player's withdrawal has been delayed.
Black points: 80
Amount: €800
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
Delayed payment, status unknown
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello,
My payout has been processed (confirmed) since May 5th, 2022 and is said to have been paid out. To date I have not received any money. They can't help me in the live chat and blame it on the war in Ukraine. And no one answers the email. I'm supposed to be patient, that money is on the way. But for 14 days? I can not imagine that.
Automatic translation:
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2 years ago
Dear Christian,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?
Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can 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
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2 years ago
Translation
Hello,
this is my first payout. I am also successfully verified and the payout has also been confirmed. Live support tells me that they are not responsible for this and blame it on the Ukraine conflict. Unfortunately, no one replies to my emails. I started out with €1000, then was told I was only entitled to €800. These were confirmed as a payout and the €200 simply disappeared. Until today unfortunately no 800€ arrived on the account.
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2 years ago
Thank you for your reply, Christian. Could you please advise whether you have accumulated your winnings with or without an active bonus?
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2 years ago
Thank you very much Christian for your reply. 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.
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2 years ago
Hello, Christian,
I am sorry to hear that your withdrawal has 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 Team,
Could you please state the reason why the player's withdrawal has not been completely processed yet, and what is the estimated time frame for processing the payment?
Thank you in advance for providing the information.
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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.
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2 years ago
Translation
No one really seems to be in touch here, hm.
Automatic translation:
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2 years ago
Dear Christian,
Thank you for letting us know about your problem. We are very sorry for the delay in this cashout.
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
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2 years ago
Dear WildPharao Support Team,
Could you please share with us the mentioned proof of payment?
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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.
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2 years ago
Dear Christian,
Unfortunately, since we have not received any response from the casino regarding the issue for a long time, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.
There is one more option how you can try to resolve your issue or speed up the process - I recommend you to contact the gaming authority the casino is regulated by (Curacao) and submit a complaint directly to the regulator.
In case of any questions or news from the regulator, do not hesitate to contact me at branislav.b@casino.guru.
I wish I could be of more help. I sincerely hope you will not come across a problem like this again.
The casino can reopen this complaint anytime and I believe it will use this option in the near future.
Best regards,
Branislav, Casino.Guru
