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

Τον Δεκεμβρη εκανα καταθεση στο καζινο wild pharao ελαβα το μπονους ολοκληρωσα το τζιραρισμα και ειχα 2000EUR στον λογαριασμο μου τα οποια και εκανα αναληψη σε 2 ξεχωριστες αναληψεις μιας και το οριο ειναι 1000EUR/day. Εχω ολοκληρωση την ταυτοποιηση χωρις κανενα προβλημα. Η πρωτη αναληψη εγινε κανονικα. Η δευτερη αναληψη απο 05-01-2022 12:38:35 ακομα δεν εχει καμια αλλαγη, μου δινει μονο την δυνατοτητα να την ακυρωσω. Εχω στειλει στο livechat στο support στο payments email που μου εδωσαν ΚΑΜΙΑ απαντηση ΤΙΠΟΤΑ ΑΠΟΛΥΤΩΣ. Περιμενω ακομα 2 αναληψεις των 1000EUR 17-01-2022 και 16-01-2022. Τραγικη αντιμετωπιση απ το καζινο.

Dear Lazlo,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Which method to withdraw your winnings have you opted for? Was it the same payment method as with the first one?

Also, do I understand correctly, that you currently have 3 pending withdrawals?

Additionally, please, forward any relevant communication between you and the casino to kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Η πρώτη κατάθεση έγινε με paysafe που πριν το 2022 το επέτρεπαν στο καζίνο και έχει πραγματοποιηθεί η μια απ τις 2 αναλήψεις. Η επόμενη κατάθεση έγινε μέσω κάρτας και οι 2 αναλήψεις εκρεμουν. Όλες οι αναλήψεις έγιναν με τραπεζικό έμβασμα που είναι ο μόνος τρόπος που μπορώ αφού δεν έχω ούτε AstroPay ούτε MiFinity που είναι οι άλλοι 2 τρόποι που παρέχει το καζίνο.όσο γι την επικοινωνία μ με το καζίνο δεν μ έχουν απαντήσει σε κάποιο email και στο live chat μ λένε ότι δεν γνωρίζουν για τις αναλήψεις και να στείλω email.

Thank you very much Lazlo for your reply. I will now transfer your complaint to my colleague Adam (adam.m@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.

Hello Lazlo,

I have reviewed your case and understand the situation.  

It’s quite usual for withdrawals to take up to a couple of weeks to get fully processed, particularly when the method is by bank transfer.

I would therefore recommend allowing 14 days for the money to appear in your account with regard to your withdrawals from 16.1.2022 and 17.1.2022.

I will now contact the casino regarding the other withdrawal from 5.1.2022 to see if I can help.

We would like to invite Wild Pharao Casino to join the conversation and participate in the resolution of this complaint.

They canceled my withdraw from 05-01-2022 cause the say i can only get 50x the last deposit i made and i made 20€ deposit (with 500% bonus) and i won 2K so they gave me 1k back only (on 2022-01-10 ). And the canceled my other 2 withdraws from the 16th and the 17th cause the say i violated max bet of 5€. I didnt use bet over 5€ but i bought Bonuses which they say i cant when they have max bet of 5€. Anyways i told them that since im not allowed to buy bonus they shouldnt let me buy them or they should at least give me a warking text before i buy it but they say its my mistake that i didnt read the term. Here comes the funny part all this time that i was depositing and bying bonuses i NEVER got a text that i cant buy bonuses cause of max bet violation, but today a friend of mine that tried to buy bonus got the following message (look at the image i uploaded). So they only thing im asking is to give me my deposits back in which they let me buy bonuses. Wild Scam is the name of the casino FYI.

i NEVER got that message while i was playing so there is no possible way i would know that bonus buy is not allowed. They are denying to pay me my winnins and they are not giving me my deposits back since THEY are made a mistake and let me buy bonuses.

Hello Lazlo,

Thank you for the update.

Regarding the withdrawal from 05.01.2022, I found this in the casino terms:

"16.All withdrawals will be subject to an internal audit before being processed. Wildpharao reserves all rights to void Bonuses or any winnings for failed audits. Player hereby consents in advance to same. When depositing with Bonus the maximum Cashout for all reload bonuses (all bonuses without the first depositing bonus) will be 50 x of your last Deposit."

If this wasn't your first deposit, it seems the casino has followed their terms regarding the max cashout.

Dear Wild Pharao,

Could you please respond and also forward any relevant evidence regarding the breach of the max bet rule to my email (adam.m@casino.guru).

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.

Hi, please note according to our terms all payments has been sent to you

Hello Wild Pharao Casino,

Please elaborate on which payments have been sent. Also, are you able to supply any evidence to us regarding the maximum bet rule being broken?

We would once again 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’ and have a negative effect on the rating.

Dear Lazlo,

It seems that the casino is no longer responding to our attempts to contact them. I'm afraid there is nothing further we can achieve without their 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.

If you wish to take the matter further, 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 you need help with this and how they replied. My e-mail address is adam.m@casino.guru. I wish I could be of more help.

Best regards,

Adam

Hello all,

This complaint has been reopened at the request of the Casino, who has stated that payment has been made to the player.

Dear Lazlo,

Could you please respond and confirm if this matter has been resolved?

Dear all,

We attached proof of payment that the payment has been sent

Best regards,

WildPharao Support Team

Το πρόβλημα δεν ήταν η πρώτη πληρωμή που έχει διευθετηθεί οπως έχω ήδη γράψει. Το πρόβλημα ήταν ότι το καζίνο αρνήθηκε να μου πληρώσει τις επόμενες 2 αναλήψεις μου γιατί λέει ότι έκανα παράβαση των όρων του καζίνο δηλαδή το max bet 5€ επειδή αγόρασα μπόνους ΕΝΩ το καζίνο μου επέτρεπε να το κάνω αυτό έχοντας λάβει μπόνους.

Dear Wild Pharao Casino,

Thank you for your response.

Please explain the situation regarding the player's other withdrawals requested 16.1.2022 and 17.1.2022 and clarify why they have been refused.

Dear Lazlo,

as you were informed by support technical possibility to breach bonus terms does not mean that we allowed or in any way confirmed this. All the points are clearly described in our bonus policy. So, as was explained before all the payments were done accordingly and wins achieved after max bet violation were deducted.

Best regards,

WildPharao Support Team

Dear Lazlo,

After discussing this complaint internally, we have come to the decision that the casino has acted in accordance with its Terms and Conditions in this case.

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets and buying bonuses when they are not allowed, but, unfortunately, this is not standard practice yet. You were not stopped or blocked when you decided to buy a bonus and, as a result, you breached the maximum bet rule.

Sadly, there is not much we can do to support your case at this time and the complaint will be rejected. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

Kind regards,

Adam