The player from Germany requested a withdrawal and after more than 2 weeks of waiting for the payment, he decided to submit a complaint. The player received the payment approximately 1 month after the withdrawal request. The complaint is resolved.
Wild Pharao Casino - Player’s withdrawal has been delayed.
Amount: €1,000
Wild Pharao Casino
Safety Index:Very lowSafety Index
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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
2 years ago
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2 years ago
Translation
Hi,
on January 11th, 2021 I requested a payment of €1,000.00. I played without a bonus. Payment of the immediate transfer.
The Wild Pharaoh took a long time to pay out, I've already had my own experience, after 10 working days my first payout was on my account. It's not the best way, but I've come to terms with it.
Now I currently have the problem that my payout is still "in pending mode" and I wrote to support myself and tried it via LiveSupport, but LiveSupport supposedly has zero authority to do anything.
Unfortunately there was no response or anything like that.
Excerpt of the T&C
"4.2.3 We will process any withdrawal requests within three to five (3-5) working days from receipt of such request. Nevertheless, such timeframe may be extended in the eventuality that We need to undertake any KYC procedures or additional verification on the Withdrawal request or any other verification that in our sole discretion is required prior to effecting the necessary withdrawal."
Can you please help me get things rolling?
Thanks and Greetings
mark
Automatic translation:
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2 years ago
Dear s3rp3110,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please confirm that you have completed account verification successfully? Have you received any funds previously or this was your first withdrawal request?
Do I understand correctly that the payment is still pending inside your account without being processed?
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
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2 years ago
Thank you very much, s3rp3110, for providing all the necessary information. I can see from the forwarded screenshot that you have received payments previously so I assume that the account is fully verified.
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.
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2 years ago
Hello, s3rp3110,
I am sorry to hear about your negative experience. 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's 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 been fully processed yet and when can the player expect the payment?
Thank you in advance for providing the information.
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2 years ago
Translation
Ahoy,
small update.
The withdrawal request was processed this morning at 08:14:49.
Now the casino should comment on when the payment will be made.
Regards
mark
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2 years ago
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
Dear s3rp3110,
At this point, it should only be a matter of time before the payment reaches you.
I will keep this complaint open until your confirmation regarding successful withdrawal.
Please let us know as soon as you receive the payment.
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2 years ago
Translation
I'm nervous about that.
As of today, no money has been received!
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2 years ago
Translation
Good morning,
the money was in my account this morning.
Thanks Casinoguru for the support.
My account at WildPharao has just been closed by me.
@WildPharao: Do yourself a favor and become more customer-friendly both in terms of support (the sound is unprofessional) and above all stick to your own T&C. Your casino is nice, but you're ruining it yourself.
cheers
mark
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2 years ago
Thank you very much, s3rp3110, for confirming and for using the Casino Guru complaint resolution centre. I am 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
