The player from Germany requested a withdrawal and, after 11 days of waiting for payment, she decided to make a complaint. The player received a payment more than 2 weeks after the withdrawal request. The complaint is resolved.
Wild Pharao Casino - Player’s withdrawal has been delayed.
Amount: €3,000
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
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Hello, I have a problem with Casino Wild Pharao, they have been holding me off for about two weeks to pay out my money. On December 26th, 21 I made the first payment, I won € 3,000 and since you can pay out a maximum of € 1,000 per day, I paid out the other € 2,000 on the following days. Before I paid out, I uploaded the required documents. And I didn't accept any bonus or free spins. Since it was Christmas, I held back or showed understanding. I only asked in the live chat how the processing status was, because you don't get any notification by email, like many other casinos. I was rejected or I was not answered at all in the live chat. Or was it only pointed out to the terms and conditions that I knew and had written several times that the terms and conditions were known to me. And there is no reason to hold back my payment any longer. The processing time of 3-5 working days is more than enough. In response to further inquiries by e-mail, I did that three times directly to the finance department's support, and funnily enough, the same woman always replied to me, whether in live chat or by e-mail. I should be patient, it just takes a while. That was always her answer. Of course I pointed out that they would delay me, or they hope that I will book my money back and gamble it away, which is not the case. The only thing she meant is that my documents are ok and I shouldn't make any claims with a deposit of € 10 .... Which I found cheeky. Yes, I was just lucky I paid 10 € and won 3000 € .... So to bring it to the end, I have not violated the terms and conditions, nor are any documents missing. There is no reason why the casino will hold my payment back. That's just damn cheeky !!! Wild Pharao Casino will be avoided in the future !!!! And I see here in the forum (unfortunately) that I am not the only one ....
Automatic translation:
Public
Public
3 years ago
Dear Kwaschi,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please confirm that your account has been successfully verified already? Do I understand correctly that the payment is still pending inside the account without being processed? Have you received any winnings from this casino in the past?
It’s quite usual for withdrawals 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. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
Public
Public
3 years ago
Translation
Hello Petronela, I uploaded my documents regarding the verification, that was about 14 days ago, i.e. before the payment I made. And for two weeks, one and the same under the documents says "successfully uploaded, is being processed" Of course I asked several times how the verification looks like, then I only got the statement "everything is ok" ....
I really have patience and understanding and am cooperative, but if nothing happens and you should be patient .... If you would at least get a message that the documents or the payment have been received or the status and whether something else is needed. No, nothing, absolutely nothing !!! I think if I didn't ask, nothing would happen at all. Well, it doesn't really help, my questions about the status ...
And that makes me angry, when depositing everything is always super easy and fast or when registering, of course not the other way around. When you asked whether I had paid in or paid out there before, no, that was the first time .... Damn it was just lucky, with a € 10 deposit and a few minutes later it was € 3000.
It just annoys me that you get rejected, or that you don't get an answer at all, or that you have had a bonus and you have to check that .... Which is absolutely not true! Just to put it off further ...
Automatic translation:
Public
Public
3 years ago
Thank you very much, Kwaschi, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.
Public
Public
3 years ago
Hello, Kwaschi,
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 team, could you please state the reason why the player's withdrawal has not yet been fully processed and when can she expect the payment?
Thank you in advance for providing the information.
Public
Public
3 years ago
Translation
Hello Branislav, first of all thank you very much for your message and for your trouble to contact the casino. In the meantime a little thing has happened, I got a message from the support (the lady who answers everything). The verification of my account, also visible in my account. Although the support lady emphasized several times that my account is "OK" ... Which I couldn't really do anything with. Is it verified or not ?! You have probably given one of the three payouts to the finance department for approval.
It is a small ray of hope, especially when I was informed of a processing status for the first time.
Warm greetings
Kwashi
Edited
Automatic translation:
Public
Public
3 years ago
Translation
Hello Wild Pharaoh (representative) ....
Thanks for the payout, but you're pretending to have paid weeks ago.
And after I asked about the payment status in the live chat from the casino today ...
This statement "You can see that in the account"
Yes, the same thing that was "in process" two weeks ago
And was referred to the finance department .... Said that I have already done this a few times by email, but strangely enough, Christina always replies, who is actually from live support. Well and that doesn't make sense. But she replies with a different mail address, so that today in the live chat claims (from Peter) I would be lying that it cannot be. Then I sent evidence to Peter and left the chat because I was too silly to chat with unfortunately unable live supports.
And about 2 hours ago nothing was processed or let alone on the account !! This casino will never be visited or played again
Automatic translation:
Public
Public
3 years ago
Dear Kwashi,
Have you already received your payment? Can you confirm your issue was resolved, please?
Public
Public
3 years ago
Translation
Hello, yes I received the payment yesterday as I mentioned in my message above.
Automatic translation:
Public
Public
3 years ago
Great! Thank you, Kwashi, for confirming and for using the Casino Guru complaint resolution centre. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Thank you, Wild Pharao Casino team, for providing information and for your cooperation.
Best regards,
Branislav, Casino.guru
