Wild Pharao Casino - Player’s withdrawal hasn’t been processed.

I was dealt a win on April 24, which still has not come into my bank account

Regards Sussi

Dear Sussi,

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.

Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you tried contacting the casino regarding this issue?

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

Yes I have received payouts before but only after 15 -20 days, I have written quite a few emails to the casino but no response left at all.

What is the kyc confirmation?

Regards Sussi

I actually have and 3 payments of 440 euros which were processed on 15/5 but which I have not been paid either

Dear Sussi,

Thank you for letting us know about your problem. Can you please provide us with your username (player ID) in Wildpharao?

Thanks in advance and best regards,

Wildpharao Support Team

My username is s***3@hotmail.com

Dear Sussi,

You provided a username (email) and this does not exist in the system. Can you please provide username (player ID) which you use for login in your account.

Best Regards,

WildPharao Support Team

Dear Sussi,

Unfortunately, the system does not recognize this username either. Please open the menu tab on the left and open "edit profile" there you will see the correct username.

Please find an example attached.

Best Regards,

WildPharao Support Team

Hello everyone,

Thank you WildPharao Support Team for your assistance.

Sussi, could you please post here a screenshot of your profile? Make sure that your player ID and/or other user details are visible so that the casino can locate your account. Thank you very much.

Then I found it, at long last Frkrasmus which is my username

I have also not received the 440 euros that were processed on 15/5

Have still not received my winnings, neither from the 24th of April nor the approximately 440 euros which were processed on the 15th of May

Regards Sussi

We would like to ask the 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 Sussi,

Unfortunately, the casino stopped responding entirely and didn't help with the issue. 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 respond, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority and submit a complaint to: certria@gaminglicences.com. Gaming authorities have better options and tools to help players, especially in cases like this one.

I wish I could be of more help.

Best regards,

Kristina