The player from Germany hasn’t received his withdrawal. After some time, the player received his payment and the issue was resolved successfully.
After repeated inquiries in the live chat, where one is only put off and after several e-mails without an answer, I have come to the decision to open a case here that will speed up my payout or get it through at all.
Dear Henry,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely:
Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
I hope, we will be able to help you to resolve this case as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
Dear Kristina,
I played with the bonus active but wagered it fully.
I have already applied for a payout and got the money but only after about 4 weeks.
I applied for my current payout on January 28, 2022.
So far nothing has happened, despite contact via all available channels.
Status: Player's withdrawal has been delayed.
Thank you very much for your reply, Henry. Could you please confirm that you passed the KYC?
Also, would you be so kind as to advise what is the current status of your withdrawal? Is it marked as pending or processed in your account? Did use the same withdrawal method as in the previous withdrawal?
Dear Kristina,
Yes I am fully verified there.
The status of my withdrawal is unchanged and pending.
I chose the same withdrawal method as for my first withdrawal, namely bank transfer.
LG Henry
Thank you very much Henry 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 the best of luck and hope to see your problem being resolved to your satisfaction soon.
Hello Henry,
I have reviewed your case and will do all I can to help.
We would like to invite Wild Pharao Casino to the conversation and ask that they provide an update regarding the player's withdrawal.
Dear Henry,
There has been no response from the casino so I will attempt to contact them once more.
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.
My payment status has changed to Processed (no longer cancelable) --> progress
Dear Henry,
I am glad to hear that your withdrawal was processed, can I ask if you have now received your payment?
Hello Henry,
As we normally recommend waiting 14 days for a payment to show up on your account from the time it has been processed, it may now just be a matter of time. I will extend the timer for 1 more week to allow for this.
Wild Pharao Casino, can you advise on when the player should expect their payment to arrive?
You can close my case. My withdrawal was requested on 01/28 and arrived in my account today.
Thank you very much for your effort !
Dear Henry,
I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system.
Thank you for using the Casino Guru complaint resolution center. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Kind regards,
Adam