The player from Germany requested a withdrawal in March, but it hasn't been processed yet. The casino responded and provided proof that the player had opened a second account and was therefore in breach of the terms and conditions. However, it seemed the player had opened the account without any intention of gaining an unfair advantage and had actually only used one of the accounts to deposit and play. Therefore, we believe the player should be allowed to make their withdrawal. The casino became unresponsive and so the complaint was closed as 'unresolved'.
Wild Pharao Casino - Player's withdrawal has been delayed.
Black points: 250
Amount: €150
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
Insufficient evidence from casino
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello,
I applied for a payout from Wildpharao on 03/19/2022. My first withdrawal after making €150 with 250% first deposit bonus after wager was 0. I haven't violated anything, can still go to my account normally and write to support regularly. However, they only put me off by saying that it should be coming soon and that I should write to payments@wildpharao.com, but I didn't get an answer there.
Would be great if you could help me here.
Payout is via BTC and that's how I want to pay out.
Thanks in advance.
Automatic translation:
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2 years ago
Dear Mauel,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please confirm that you have passed the KYC verification? What is the current status of your withdrawal request, please? Is it marked as pending or processed?
Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
Hello Mauel,
Thank you for contacting us. I checked your account and can see you have multiple accounts. Unfortunately as per our Terms and Conditions we only allow one account per player/ip/household. This information you can obtain from the link below in paragraph 2.2 & 2.2.1 and I quote "You are only allowed to have one Account on this Website. If You have more than one account, You must immediately inform us." https://wildpharao.com/terms-and-conditions/
I will escalate your case to our antifraud manager and will come back with his decision.
Your,
Wildpharao support team
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2 years ago
Translation
Hello,
no i only have one account However, I use VPN to play the different games, which is allowed.
Furthermore, I have provided my proof of residence etc. I live alone in my household and this is my only account. Only this single account is guaranteed to be verified under my name.
Thanks very much
Kind regards
@Kristina
Yes, the account is verified, the payment has not yet been processed.
Edited
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2 years ago
Dear Mauel,
if you confirm, I can attach proofs here which will show that both account are registered at your name. Please let me know.
Best regards,
WildPharao Support Team
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2 years ago
Hello everyone,
Thank you WildPharao Support Team for providing more information regarding this case.
I will now transfer this complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance.
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2 years ago
Dear Mauel,
I have reviewed the situation and will be assisting you from now on.
I would recommend you confirm Wild Pharao Casino can attach any relevant proofs, or alternatively send them to my email, adam.m@casino.guru.
Kind regards,
Adam
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2 years ago
Translation
Yes of course, I hereby confirm that they provide the evidence.
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2 years ago
Thank you for your response Mauel,
We will await further information from the casino.
Sensitive attachment
Sensitive attachment
2 years ago
Dear all,
Please find the proofs attached. As you can see, account were registered by the same person (name, last name, date of birth) in one day with a 7 min gap. Is this enough to proof or you need additional information?
Best regards,
WildPharao Support Team
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2 years ago
Translation
Yes, I couldn't log in to the other email address, so I immediately took the other one. I have never deposited into the 2nd or ever logged in again, let alone deposited or verified myself
If I don't want to pay out such a small amount because of this, it's really a total rip-off. I hope we can agree on that
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2 years ago
Dear Wild Pharao Casino,
Thank you for providing proof of the multiple accounts.
When looking at cases of multiple accounts, we try to assess each case separately. If the player has clearly gained an unfair advantage by using multiple accounts ( for example, repeatedly claiming a bonus intended to be used once per player), they of course should be penalized for this.
However, if the player has opened a second account without mal-intent (for example, forgot their login details so opened another account or forgot they already had an account previously) then we would not consider this a sufficient reason for the confiscation of funds/winnings.
If the player has not used the second account at all, as they have stated, we believe they should be paid their winnings in full.
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2 years ago
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@Adam
Yes it is, never used the account again, logged in, deposited or even played a spin with it.
And please edit the pictures out again so that my data is not publicly visible to anyone, thank you
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2 years ago
Hello Mauel,
The previous post was already set as a "private post" in our system and so will not be visible to the public.
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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
Hello Mauel,
From the evidence we received from the casino, it seems that there has been no unfair advantage gained by you opening a second account. Based on this evidence, we believe you should be able to withdraw your winnings.
While the opening of multiple accounts is against the terms and conditions of the casino, we are of the opinion that each case should be assessed individually, as there could be many innocent reasons for this to happen.
As we have had no further response from the casino, we will close this complaint as 'unresolved'.
We are unable to achieve anything more without further information from them.
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.
If you wish to take the matter further, I recommend you to contact Gaming Curacao (info@gaming-curacao.com) and submit a complaint to them. Please let me know how they replied. My e-mail address is adam.m@casino.guru.
I am sorry that I could not have been of more help.
Best regards,
Adam
