The player from Germany is dissatisfied with the withdrawal process. He stopped responding.
Wild Pharao Casino - Player's withdrawal has been delayed.
Amount: €7,000
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
3 years ago
Translation
On December 15, 2021, I requested withdrawals worth € 7,000. I was verified on December 19th, 2021. The first payment (€ 1000) was made on December 21, 2021.
According to the terms and conditions of the site, payouts of 1000 € per day and 5000 € per week are possible.
The next payout should have taken place today. In the live chat I was advised that it will not happen that way because it is now the holiday season.
I don't know that today and tomorrow are already holidays.
According to support, the day of the payout does not depend on when I was verified. Thus, the casino should have made a withdrawal yesterday (3-5 days after the withdrawal request) or had to inform me that further KYC processes had to be carried out.
I would also like to complain about player-friendly regulations. Maybe that doesn't belong here, but according to the terms and conditions, loss limits and other limits are possible. These are to be regulated by the support. I did this and wanted to set a loss limit. I was not allowed to do that because it is not possible at the moment.
Players have to adhere to terms and conditions, but the casino can vary the terms and conditions at will.
Automatic translation:
Public
Public
3 years ago
Dear gamblejoe52,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. If you don’t receive your winnings by then, please, let us know and we will try to help you.
Regarding the loss limit - this is not a mandatory tool, and unfortunately, we cannot punish casinos if they are unable to set them for players.
Thank you for your understanding.
Best regards,
Kristina
Public
Public
3 years ago
Translation
Why are there any terms and conditions at all if you don't have to adhere to them? Everything relevant to payout and limit is in the operator's terms & rules.
It doesn't make sense that I have to wait two weeks for the payout if I have already been approved for a payout.
According to the screenshots I sent you, two withdrawals from December 15th are still open. According to the operator's terms and conditions, withdrawals are made between 3-5 days after withdrawal requests. In addition, the casino allows only € 1000 payouts per day and € 5000 per week.
If I waited at least 14 days for the payout each time before I should react, my € 7000 would only be in my account after about 14 weeks!
Again, a payout has already been approved and so it cannot be that I should wait 2 weeks again. I also had a conversation superseded that the casino did not make the next payout (yesterday, December 22nd) because it is already holidays. It seems to me much more that you just want to drag the payouts out further.
Automatic translation:
Public
Public
3 years ago
Translation
Perhaps my concern was misunderstood.
It's not about the fact that the money is not in my account yet, but that open withdrawals are not approved.
Automatic translation:
Public
Public
3 years ago
Translation
The first 1000 € are in my account. Still missing € 7000
Automatic translation:
Public
Public
3 years ago
Thank you for the update, gamblejoe52. The casino seems to be paying out your winnings slowly but surely. Could you please clarify the disputed value (€7,000)? If you have already received €1,000, shouldn't you have €6,000 worth of withdrawals missing?
Public
Public
3 years ago
Translation
Hello Kristina,
In total it is about 8000 €. See picture. 
You mean very slowly. Doesn't the next withdrawal have to be processed long ago?
4.2.3 We will process any withdrawal requests within three to five (3-5) working days from receipt of such request.
I am aware that there is a clause in the paragraph so that it can take more than five days. But as you can see in the photo, the first withdrawal has been approved.
Today is the 10 (!) Business day since my withdrawal request (December 15, 2021).
Edited
Automatic translation:
Public
Public
3 years ago
Translation
Update:
wrote to the live support yesterday (12/30/2021). I was promised another withdrawal on December 30th or at the latest on December 31st. Nothing has happened.
Edited
Automatic translation:
Public
Public
2 years ago
Thank you very much gamblejoe52 for your reply. I will now transfer your complaint to my colleague Viliam (viliam.v@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 gamblejoe52,
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?
Public
Public
2 years ago
Translation
Hello Viliam,
What's new? The live chat keeps putting me off and passes it on to the finance department.
I have now received an email from complaints@gaming-curacao.com. I should send documents. What can I do under "We also require a copy of the source of funds to place wager as per the AML policies." to understand? A paycheck or what do they mean by that?
Thank you for your support.
Automatic translation:
Public
Public
2 years ago
Hello gamblejoe52,
unfortunately, there is nothing new yet. If there will be some news you'll be notified by email.
I think that Curacao wants a source of income from you.
Public
Public
2 years ago
Translation
Hello Viliam,
I don't think the casino will be in touch anytime soon (see timer). Since there is not much we can do at the moment than just wait, I wrote an email with all the required documents to complaints@gaming-curacao.com. Furthermore, the live chat still cannot give me any specific information. It is now almost 1 month and working days have been back for a long time. During Christmas and New Year's Eve, I understood. If you look at older complaints (October / November), there were already problems with paying out the winnings.
When I want to bet, I often look to the rating on your site, so I still can't understand how the casino can still be rated well on your site (7.3 / 10). The casino does not pay out in the specified time and does not respond to complaints or emails. The support is not able to regulate something and puts off permanently. It seems like malicious intent not to pay out the payout on purpose, and if so, very late. Likewise, there are currently 477 open complaints about all the casinos that you have listed. The Wildpharao Casino alone has 22 open complaints, which is around 5%. In addition, four cases are unsolved.
I know you do it on a voluntary basis or you do not receive any money from me for solving a problem.
Thank you very much for your effort and also your Viliam!
Edited
Automatic translation:
Public
Public
2 years ago
Translation
Hello Viliam,
I see the casino has now finally been downgraded. Thanks very much!
What do we do if the timer expires in 17 hours?
Greetings
Edited
Automatic translation:
Public
Public
2 years ago
The money arrived my bankaccount.
3000€/8000€ are done.
Thanks to CasinoGuru and I’m happy about the casino responded.
Public
Public
2 years ago
Translation
Hello Viliam,
FYI: I just checked my history at the casino. No further withdrawal was processed.
Edited
Automatic translation:
Public
Public
2 years ago
We would 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’.
Public
Public
2 years ago
Translation
I have rewritten an e-mail to payments@wildpharao.com. In the past I have received no replies except for 1x.
I once read through resolved complaints to the casino. How can it be that other people with a later payout than mine have already received all their money. There are €3000 open from December 19th. It's been over a month now.
Thank you for extending the timer Viliam.
Edited
Automatic translation:
Public
Public
2 years ago
Translation
Nothing has happened yet... Tomorrow two weeks will have passed since the last payout. Here is a current photo regarding my payouts. 
Automatic translation:
Public
Public
2 years ago
I apologize, but since we haven’t received any explanation from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru
I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.
I hope you won't come across a problem like this again.
The Casino can ask to reopen this complaint anytime.
Public
Public
2 years ago
We’ve reopened this complaint as per the Casino’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.
Public
Public
2 years ago
Dear gamblejoe52,
I've received evidence from Casino that your winnings were paid. Can you confirm if you've received your winnings, please?
