The player from Germany has requested a withdrawal one month prior to submitting this complaint. Unfortunately, winnings haven’t been received yet. The complaint was closed as unresolved.
Wild Pharao Casino - Player’s withdrawal has been delayed.
Black points: 164
Amount: €1,000
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
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
I made a deposit at the end of April and used the welcome bonus for it. There I made a bigger profit and traded the car. I then instructed €1000 to be paid out directly. After about 2 weeks: on 05/11/22, this was then set to "processed". However, I never received the payment. At the same time, the €40 cashback bonus was also deleted without giving any reason. From live support I only get the reference to the e-mail address for payouts. I'm still waiting for an answer to emails there. Whether documents are missing although my account is shown as verified or what else is the reason. Maybe you can help there. Greetings Ralph
Automatic translation:
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2 years ago
Dear Uppi1895,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the withdrawal is still pending inside your account without being processed? Have you been advised why you can’t withdraw your winnings? 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, but more than a month is 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
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2 years ago
Translation
As you can see, it was set to processed in my account after consultation with support, but I didn't receive any money. When I asked if something was missing or why, there was no answer.
I can't tell you if there are internal casino issues or it's just affecting my account.
Due to the many complaints, I think it probably affects several.
Greetings Ralph
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2 years ago
Thank you very much, Uppi1895, for providing all the necessary information. I will now transfer your complaint to my colleague Štefan (stefan.m@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.
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2 years ago
Dear Uppi1895,
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 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 withdrawal has not yet been paid out and when can he expect the payment?
Thank you in advance for providing the information.
Kind regards,
Štefan
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2 years ago
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’.
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2 years ago
Dear Uppi1895,
I have tried to contact the casino repeatedly but it appears they have stopped responding. There is not much that can be done now without the casino's cooperation. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I wish I could be of more help.
Kind regards,
Stefan
