The player from Germany requested a withdrawal in May, but it hasn't been processed. We made several attempts to contact the casino but received no response so we weren't able to keep resolving the case and closed it as "unresolved".
Wild Pharao Casino - Player's withdrawal has been delayed.
Black points: 64
Amount: €700
Wild Pharao Casino
Safety Index:Very lowSafety Index
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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
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
Good day,
I played at the casino Wildpharao.com and made €700 after wagering. I then released it for payment, and was carried out on May 26th, 2022 as done (processd). But until today, June 13, 2022, I have not received any money on the account.
Kind regards
Automatic translation:
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2 years ago
Dear dennisjankowsky,
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. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?
Have you tried contacting the casino regarding this issue?
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,
Thanks for working on it, very nice.
Yes, I've received a payout before, so I complained here too, and then I got the money. KYC is through with me. I am verified. And yes, I called myself in the chat and they gave me an email address because they said they had nothing to do with payouts. I wrote the email I wrote, 2 times nothing comes back.
Kind regards
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2 years ago
Thank you for your reply, dennisjankowsky. Could you please advise which payment method to withdraw your winnings have you opted for? Was it the same one you used before?
Additionally, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.
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2 years ago
Translation
Hello, I have chosen the payment method bank transfer. I also chose the first time, where I got the money (300 €) from within a week. Just not this time.
I have sent you an email from my sent mails and a chat conversation.
Kind regards
Dennis J***
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
Thank you very much dennisjankowsky for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.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
Hi dennisjankowsky,
I've just reviewed your case and fully understand your concerns about such a delay. In order to help you with this, I'll contact the casino.
I'd like to invite a representative from Wild Pharao Casino to join this conversation and participate in the resolution of the case. Can you please share more information? Are there any reasons for the payout to be delayed for more than three weeks? Can you confirm that the withdrawal request of the player has already been processed from your side?
Best regards,
Natalia
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2 years ago
Translation
Hello, if you contact the chat I don't think anyone will give you an answer. Recent chat histories show this. You have to contact the licensor directly. But I don't know how the email is there.
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2 years ago
I'd kindly like 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’.
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2 years ago
Hi dennisjankowsky,
I'm sorry to say this, but since we haven’t received any reply from the casino regarding your issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.
My apologies for not being of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players will learn about your experience in our review.
I hope you won't come across a problem like this again.
