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

Recibí un bono sin depósito de $10 con un requisito de apuesta de 100x lo cumplí y sobrepase, hice un retiro de $100 el día 9/enero/22 y envié mis documentos para verificación, y actualmente nadie me ha contactado, les pedí un actualización del estatus de mi retiro y verificación de los documentos y nadie responde mis emails, hablé con los de el chat live, y dicen que no tienen contacto con la gente de payments ni support! Que ellos no me pueden ayudar, nadie contesta ningún msj o correo, pero todos los días me mandan correo y msj para que deposite y que no tenga miedo!

Dear Mackoyone,

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 due to incomplete account verification?

Have you been informed what specifically seems to be a problem in verifying your account?

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Yo entiendo que el proceso de verificación toma tiempo, ya lo he hecho en otros casinos, sin embargo en Wildpharao lleva 20 días y siguen mis documentos en verificación, además de que no contestan mis email ni me dan un estatus de la situación! Ni se han comunicado conmigo.

Es necesario que me digan si algo está mal para poder arreglarlo, no puedo solucionar algo si no me dicen que está mal. 20dias es demasiado tiempo sin saber nada.

Thank you very much, Mackoyone, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@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.

Hello Mackoyone!

I will take care of your complaint from now on. I'd like to invite representatives of Wild Pharao Casino into this discussion in order to provide us with an explanation of the situation and help us resolve the verification issue.  

Hola!

Les pregunto que si ustedes han recibido alguna respuesta o noticia acerca de mi situación con Wildpharao casino? A mi no me han respondido nada, ni los emails ni mensajes, mis documentos de acuerdo a la página de el casino siguen en verificación, ya van a cumplir un mes el día 9 y ni una palabra de parte de ellos, pero lo que si me mandan todos los días son emails para que deposite en su casino y juegue, en verdad es impresionante lo sinicos y descarados para su fraude.!

Hello Mackoyone,

We haven't received anything information yet. The casino responds irregularly on our website, Let's give them a little more time to reply.

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’.

Dear Mackoyone,

I tried to contact the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from their side. 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.

Hello Mackoyone,

we've received a message from the casino:

"please note payment has been sent"

So we are giving this case another chance. Could you tell us if your account has been verified by the casino and if your withdrawal request has been processed? Thank you!

Si!ya recibí el pago por parte de wildpharao casino, y lo agradezco, al mismo tiempo aprovecho para retirar mis palabras acerca de este casino, porque realmente se están esforzando en cambiar la reputación que tienen, y por mi parte me disculpo si en elgun momento ofendí a alguien y para mí wildpharao casino va en buena dirección de cambiar su reputación al ser un casino cumplido.

Thank you Mackoyone for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.