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

Hallo Zusammen,

Ich habe am 27.12 im Wild Pharao Casino einen 200% Bonus bis 500 Euro bekommen. Folglich wurden mir 500 Euro Bonusgeld zu meinem 300 Euro Realmoney gutgeschrieben. Nachdem ich diesen dicken Bonus innerhalb der 5 Tage fristgerecht und unter Einhaltung der Bonusbedingungen umgesetzt habe, habe ich mich verifiziert. Die Verifizierung ist nun seit Anfang Januar durch. Anschließend sollte ich mich ans Payment wenden, warum auch immer. Nachdem ich dorthin zwei Mails geschickt habe ohne jedoch jegliche Antworten zu bekommen, wende ich mich täglich an den Live-Chat, die jedoch keine Ahnung haben und sich auch um nichts kümmern können. Ich bin langsam echt verzweifelt und habe das Gefühl nie an mein Geld zu kommen. Ich hoffe, dass ihr mir irgendwie helfen könnt!

Dear Lars,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your payment is still pending inside the account without being processed? 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. 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

Hallo Petronela,

meine Verifizierung ist abgeschlossen und die Bearbeitung meiner Auszahlung sind alle noch ausstehend. Ich hab leider im Nachhinein viel schlechtes über dieses Casino gelesen, weswegen ich mir jetzt diese Sorgen mache. Jeglicher Kontaktversuch zu diesem Casino läuft scheinbar auch ins Leere. Ich würde mir einfach mehr Transparenz zu dem derzeitigen Stand wünschen.

Liebe Grüße

Thank you very much, Lars, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.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.

Danke für Ihre schnelle Hilfestellung! 🙂

Hello Lars,

I have reviewed your case and will now contact the casino to see if I can help.

We would like to invite Wild Pharao Casino to join the conversation.

Wild Pharao, can you please offer an update on the status of the player's withdrawal?

We would like to ask 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

please note payment has been sent

Thank you for the update Wild Pharao Casino.

Dear Lars,

Please let us know when you receive the payment.

Hallo Zusammen,

danke an alle die kooperieren! Es wurde lediglich eine Zahlung von 6 gesendet. Warum können Sie nicht sofort alle

genehmigen?

Liebe Grüße

Hello Lars,

Has there been any further development with your payments?

Hallo Adam,

ich musste gerade einen Account erstellen, um antworten zu können. Ich habe leider weder die erste Zahlung erhalten, noch hat das Casino die anderen Zahlungen genehmigt. Es ist langsam frustrierend!

Liebe Grüße

Wild Pharao Casino,

You stated that the first payment had been sent but it has still not been received.

Please respond and provide further information regarding the player's payments. We will extend the timer once more, if we do not hear from you the complaint will be closed as 'unresolved.'

Die erste Zahlung ist nun auf meinem Konto eingegangen. Vielen Dank! Die anderen fehlen allerdings noch. Vielleicht könnte sich das Casino hierbei etwas beeilen!

Hello Lars,

Thank you for the update, I'm glad to hear you have received the first payment.

Wild Pharao Casino, can you please specify when the player is likely to receive the outstanding payments?

Dear Lars,

There has still been no further response from Wild Pharao Casino.

Have you received any further payments or any updates from them?

Hallo Adam,

leider hab ich nichts weiteres vom Casino gehört.

Hello Lars,

I tried to contact the casino repeatedly but had no further success.

I am very sorry to hear that you are still awaiting payment, but I’m afraid there is not much that we can do without cooperation from the casino.

I will now 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.

In the meantime, I recommend you to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know if I can help you with this and how they replied (adam.m@casino.guru).

I wish I could be of more help.

Best regards

Adam

This complaint has been reopened at the request of the casino.

Dear Lars,

Have you now received payment?

Dear Lars,

Could you please provide us with an update regarding your delayed payments? Please be aware that if we do not hear from you within the set timeframe this complaint will be rejected.

Kind regards,

Adam

Dear Lars,

Although it seems that your issue has been resolved, without confirmation from you this complaint will now be rejected.

It can be reopened at any time.

Kind regards,

Adam