The player from Germany requested a withdrawal six weeks ago. Unfortunately, it was delayed. The complaint was initially closed as 'unresolved' as the casino failed to respond. The casino then made contact and asked to reopen the complaint as the player's payment had been sent. The player received their payment shortly after and the complaint was resolved.
Wild Pharao Casino - Player’s withdrawal has been delayed.
Amount: €850
Wild Pharao Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
I had claimed the welcome bonus and turned it into 850 euros which I could then pay out. This was the case at the end of December.
Since then I've been waiting for my payment. The verification is already completed.
On the advice of the live chat, which is only of limited help, I should cancel the payout and make a new one. I did this on 2/4/22, so far nothing has happened. The live chat doesn't help me at all, has even blocked me in the meantime. I can no longer contact anyone via live chat and I have already written to the email address 5 times and never received an answer.
Automatic translation:
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2 years ago
Dear laurelmichelle,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but six weeks is really a long time. Do I understand correctly that payment is still pending inside your account without being processed? Have you accumulated your winnings with or without an active bonus? Have you received any winnings from this casino in the past?
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
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2 years ago
Translation
Hello, I received the welcome bonus of 100 percent and wagered it fully. That's why I paid the money.
That's right, according to the player account, the payout has not yet been processed and is still unanswered.
No, that would be my first payout from this casino and therefore also my first win.
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2 years ago
Thank you very much, laurelmichelle, 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 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 laurelmichelle,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Wild Pharao Casino to join the conversation. Wild Pharao Casino, can you please provide any information regarding the player's withdrawal?
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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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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2 years ago
Dear laurelmichelle,
Based on information we received from Wild Pharao via email and in the hope of finding a resolution to your complaint, I am extending the timer once more to give the casino one more chance to respond.
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2 years ago
Translation
That's nice. Thanks very much! May I know what information you have received so far?
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2 years ago
Hello laurelmichelle,
Only that the casino has asked for a time extension to be able to get cases resolved.
We should remain positive at this point and await their response.
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2 years ago
Dear laurelmichelle,
I have tried to contact the casino repeatedly but had no success.
I’m afraid there is not much that we can do without their cooperation.
I will now 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.
In the meantime, 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 I can help you with this and how they replied (adam.m@casino.guru).
I wish I could be of more help.
Best regards
Adam
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2 years ago
This complaint has been reopened at the request of the casino.
Dear laurelmichelle,
The casino has stated that your payment has been sent. Could you please confirm when you have received it?
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2 years ago
Translation
I received the money today. So the case would be closed for me. Many thanks for the help!!
Automatic translation:
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2 years ago
Dear laurelmichelle,
That's good news, I'm glad to hear that your issue has been resolved. I will now mark the complaint as 'resolved' in our system.
Thank you for using the Casino Guru complaint resolution center. 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.
Kind regards,
Adam
