The player from Germany is dissatisfied with the withdrawal process. The casino have payed the player's winnings in the amount of €2 000, however according to the bonus terms & conditions the player should have received €2 500. The casino did not provide us with furthere response that is why we were forced to close the complaint as 'unresolved'. The player has informed us about receiving the remaining part of his winnings, therefore we have changed the complaint's status to resolved.
Wild Pharao Casino - Player’s withdrawal has been delayed.
Amount: €500
Wild Pharao Casino
Safety Index:Very lowSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hi there,
I have a balance of 19,000 euros real money and would like to pay it out. According to the information, you should be able to pay out 1000 euros a day, 5000 euros a week and 20,000 euros a month. Unfortunately, you can only make a request of 1000 euros and then have to wait for the payment to make a new request (so how long should that take... 5 years?). The chat points to the finance department and unfortunately they do not respond to emails. Now the question is how do I get my money and when will I finally be paid out because nothing has happened for ages. My acc has already been fully verified on the site.
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2 years ago
Dear DerKoenig,
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.
When exactly have you requested the first withdrawal? Have you made any successful withdrawals before?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
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Hi there,
no, I haven't waited that long, but the queue for payment has now been deactivated. It is therefore only possible (as already mentioned above) to make another payment only if the old one was successful. This means that only a payout of 1000 euros is possible weekly and only if the casino would stick to the 3-5 days.
Unfortunately, I have not successfully paid out anything before.
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2 years ago
Thank you for your reply, DerKoenig. Could you please clarify since when you are waiting for the first withdrawal to be processed? Would you be so kind as to advise what withdrawal method you opted for?
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2 years ago
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Hi there,
I am now waiting 6 days for the payout via bank transfer.
The support never gives an answer by email and the live support only refers to email traffic which, as I said, is never answered.
You can only start a new payout once the old one has been successfully completed.
In the meantime, it is no longer even possible to pay out 1000 euros per week... The queues for the payout have now also been removed. So you can't even pay out anywhere near 5000 euros a week, let alone 20000 a month.....
Why do customers have to stick to the terms and conditions but the casino doesn't?
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2 years ago
Thank you for your reply, DerKoenig. Have you tried contacting the casino regarding this issue? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Thank you in advance.
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2 years ago
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Hi there,
I have forwarded 2 emails to you with communication to the casino.
I haven't received any replies from the casino yet.
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2 years ago
Thank you very much DerKoenig for your reply. I will now transfer your complaint to my colleague Martin (martin.d@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.
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2 years ago
Hello DerKoenig!
From now on, I will take care of your complaint. I would like to invite representatives of Wild Pharao Casino into this complaint in order to help us resolve the withdrawal issue.
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2 years ago
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Ok, it's now only a total of 3000 euros and no, nothing has been paid out so far
There are still the first 1000 euros in the queue since 01/25/2022 and absolutely nothing has happened so far. All mails to the support and the finance department were not answered. I am fully verified.
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2 years ago
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Hello again. The first 1000 euros are considered complete. Let's see when the money arrives in my account. However, it is still not possible to queue payments. So what's next? Do I now always have to wait 10 days for my payout? A bit difficult.....
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2 years ago
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So now it's just getting ridiculous. I got extremely lucky and had 45K raw money. My balance was deleted because I can only win a maximum of 2k euros????????????
They want to tell me that I can pay out a maximum of 2000 euros. because according to the bonus conditions you can only pay out a maximum of 50 times your last deposit. That was 50 euros for me and the site refers to their cashback, which they credited to me in the meantime. But I didn't win anything with it and it was automatically removed from my account. Cashback also does not count as a deposit from me. Then you could give any player 1 cent cashback and he can only pay out 50 cents? This is just a scam.....
I have forwarded the email with the support conversation to you accordingly.
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2 years ago
Please note on behalf our terms and of playing with bonus there is a max payout, therefore all winnings beyond the max payout are removed
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2 years ago
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@Wild Pharao, did you even read my text?
You calculate my payout based on your cashback and that is simply wrong. My last deposit was 50 euros
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2 years ago
Dear DerKoenig,
I would like to ask you a few more questions to better understand the whole situation.
The first problem mentioned in this complaint is the problem withdrawing your previous balance which was at €19 000 as you mentioned in the beginning of the complaint and it still persists, correct?
The second problem is with the latest winnings, which should have been in the amount of around €45 000, which was then deducted by the casino, because of a supposed maximum bonus pay out rule, correct?
Regarding the second issue, I would like to ask you once again, did you use any bonus? Could you please elaborate the situation with the cash back into more detail? As I see it now, there was some kind of reload bonus used and cashback was cancelled?
If this would be the case, I have found this rule in the casino's terms and conditions for bonuses here.
Since your last deposit was of €50 value, that means the maximum winnings you would have been able to get would be €2 500.
Looking forward for your answer and clarifying these details.
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2 years ago
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That with the 19k and 45k has been done. I thought if you wagered the bonus you have RAW cash and can then withdraw the winnings normally. According to the terms and conditions you can only pay out 50 times if you have deposited with a bonus.
The casino had calculated the payout based on their given cashback (40 euros) and not based on my last deposit of 50 euros. You try to justify this by saying I won 18 euros with it (with the cashback), but then I lost the 18 euros again, canceled a payment and then made a profit again. So with the money from my 50 euro deposit.
The terms and conditions also say that the last deposit is taken as a value and the live chat also confirmed this to me.
So far, 2000 euros have been paid out. So there are still 500 euros missing (50 euros last payout x50 through Bonus Terms = 2500). However, my credit has simply been deleted and I am at 0 euros. So what happens now? I'm definitely still entitled to the 500 euros, because everything speaks for it.
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2 years ago
Dear Wild Pharao Casino,
I would like to ask you, based on which calculations did you concluded the player's winnings from the bonus?
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2 years ago
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2022-02-10 14:53:08 deposit50.00 EUR neosurf Processed
2022-02-10 14:41:50 deposit50.00 EUR neosurf Processed
2022-02-08 09:58:48 withdraw1000.00 EUR Bank Processed
2022-02-04 09:04:07 withdraw1000.00 EUR Bank Processed
2022-01-24 09:34:57 18.00 EUR Cashback Cancel thru support chat
2022-01-24 07:40:26 40.00 EUR bonus Processed
2022-01-24 07:40:26 deposit 50.00 EUR neosurf Processed
2022-01-21 22:14:13 50.00 EUR bonus Processed
Here is my history again. The live support has apparently been switched to English in the meantime and weeks later there was still no answer to the email. It's still 1 to 1 in the terms and conditions of the site. So why is it wasting so much time here? The side still owes me 500 euros and that's it, and if they don't pay it, it's just serious fraud.
@Martin what happens if the money is not paid and I am simply deducted?
What are the consequences for the casino?
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2 years ago
Hier der Punkt aus den AGB
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.
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2 years ago
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@Martin
What is happening here now?
The casino does not reply here or to the emails.
no insight into your mistakes even though they violate your own terms and conditions
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2 years ago
Hello DerKoenig!
As you have correctly pointed out, the casino haven't responded yet to my question regarding the issue of winnings confiscated in contradiction of their terms and conditions. Without the casino's participation on the resolution, it is impossible for us to proceed with resolving the case.
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, we will close the complaint as ‘unresolved’, which will have a negative impact on the casino's rating.
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2 years ago
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Hello Martin,
As you can see, the casino has not reported. So I was cheated out of 500 euros. It's really a shame what kind of people there are. Does a bad rating at least have a strong impact? Otherwise they can just do it with others.
Since when can you actually violate your own terms without consequences?
Can one check or the casino has a license?
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2 years ago
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@Wild Pharaoh I have emailed you several times since you removed my money from my account and explained the full case and never got an answer to this day.
Even your live chat has already agreed with me in my case and said that it was wrong of you.
Also, how can it be that it takes nearly 2 months to address this?
Just read my mail. As I said, I explained the problem completely there and here in the chat
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2 years ago
Dear DerKoenig,
Since the casino's last reply, were there any changes with regards of your remaining payout of €500?
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2 years ago
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Dear Martin,
there is no new feedback on the subject from the casino.
I still haven't gotten a reply to a single email.
Nothing happened to my account on the casino site and nothing has been transferred so far.
So there are still 500 euros missing
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2 years ago
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@Martin there was no feedback so far.
I guess the casino won't give me my missing 500 euros
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2 years ago
Hello DerKoenig,
Since the casino did not provided us with any response and there is still €500 remaining to be payed according to the casino's own terms and conditions, we are closing this complaint as unresolved, which will have further negative impact on the casino's rating therefore cementing it's position within the lower ranks on of casinos on our website. We are very sorry that we could not help you more and hope that you will not encounter any issues with casinos in the future.
In case the casino would like to reopen this complaint after fulfilling the payment, they can do so anytime.
