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

Guten Morgen. Am 02.04. bestätigte mir das Casino per Email die Auszahlung in höhe von 435€. Die Email habe ich noch vorliegen. Bis heute höre ich nix mehr vom Casino, auf Emails wird nicht geantwortet, der Livechat sagt das Geld sollte bald kommen. Bitte helft mir.

Dear sebastianmoewe,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your withdrawal is still pending inside your account without being processed? Have you been given any explanation what caused the delay?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but two months is an unusually long time.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hallo. Ich habe am 2.4. Eine Bestätigung per Mail erhalten. Seitdem habe ich nix mehr gehört. Auf Nachfrage im Chat heißt es ich solle mich gedulden.

Thank you very much, sebastianmoewe, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam (viliam.v@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 sebastianmoewe,

I looked at your complaint and will do my best to help you. I would like to invite Wild Pharao Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

We would like to ask the 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’.

Die werden eh nicht antworten 🙈 trotzdem danke für eure Bemühungen

Unfortunately, it looks like that. Today we had a meeting about this casino, and we have many similar cases in which they were promising that they look into the matter but later were non-responsive.

We would like to ask the 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’.

Ok, hier tut sich leider nichts. Kann ich nich irgendwas tun?

Dear sebastianmoewe,

You can submit your complaint to the casino regulator (Curacao) but from what I heard the casino license is suspended at the moment.

I will gladly help you to do that, please let me know if you wish to do that.

Was genau heißt das das die casino lizens ausgesetzt ist?

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.

A suspended license means that the casino is under investigation by the regulator for breaching the license rules.

Dear sebastianmoewe,

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.

Hallo.

Zur Info

Ich habe die Beschwerde jetzt eingereicht.

Dear sebastianmoewe, thank you for confirmation. 

Now I will close this complaint as unresolved with the status: waiting for the regulator's decision.

When you receive a final decision from the regulator, please reopen the complaint, and we will close the case accordingly.

Dear sebastianmoewe,

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.

Oh, der Fall ist wieder geöffnet. Habe ich doch noch eine Chance mein Geld zu bekommen. Warte noch immer über 1300€

We reopened the complaint because we are unsure about the response you received from the regulator.

Did you send your complaint to the regulator? 

And yes, there is a possibility that the complaint will be resolved.

Dear sebastianmoewe,

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.