The player from Germany is dissatisfied with the withdrawal process. The complaint has been closed as 'unresolved' because the casino failed to reply and cooperate in resolving the complaint. There was no progress even two weeks after the casino was notified about the player's complaint.
Wild Pharao Casino - Player’s withdrawal has been delayed.
Black points: 4012
Amount: €18,000
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.
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
Good day.
The point is that in December 2021 I won an amount of over 20,000 euros.
Of which I left 19000 for a payout.
Had sent all my verification documents before Christmas.
It took over a month for verification to go through.
And it was only in February that the first 1 thousand euros came.
Due to the fact that you can only pay out 1 thousand euros per payout, it takes a very long time.
I'm still waiting for the next 1 thousand euros.
Patience is always advised.
And not really grappling with the problem.
But I would like to have my 18,000 euros.
And not only in 1 year. If I feel like I can wait 2 months per thousand euros.
I've shown enough patience. 4 months almost.
I would be very grateful if you could help me to finally get my money paid out by this casino.
Best wishes
Kevin U***
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
Dear 2tkev63,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please clarify when exactly you received the last payment? Do I understand correctly that the casino divided your withdrawal into €1,000 installments?
Have you tried contacting the casino regarding this issue? Please, forward any relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
Thank you very much for your reply.
Best regards,
Kristina
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2 years ago
Translation
It is only possible to withdraw 1 thousand euros and more when the money is in the account.
The first 1 thousand came on February 14, almost 1 month ago.
Questions and other things will not be answered.
But slowly, please, I had the 18 thousand at once.
And yes, I've been trying via discord via live support and email for 2 months. No reaction!
Automatic translation:
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2 years ago
Thank you very much 2tkev63 for your reply. I will now transfer your complaint to my colleague Branislav (branislav.b@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, 2tkev63,
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(s) has not been fully processed yet and when can he expect the payment(s)? Can you please help us to speed up the process?
Thank you in advance for providing the information.
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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 jasonb89,
Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.
If you have not done it yet, I recommend you to contact the gaming authority/file a complaint directly with the regulator. In case you need any help, please contact me at branislav.b@casino.guru.
I sincerely hope you will not come across a problem like this again.
The casino can reopen this complaint anytime.
Best regards,
Branislav, Casino.Guru
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