The player from Germany activated a bonus while having a pending withdrawal. After accumulating winnings with this bonus, they requested another withdrawal. However, the casino canceled it. We ended up closing the complaint as ‘unresolved’ because the casino stopped responding.
Wild Pharao Casino - Player's withdrawal was canceled.
Black points: 200
Amount: €120
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
Hi.
I recently played and paid out in the above casino. As of December 2021, the casino has a max cashout of 50x on EVERY deposit, be it bonus or raw cash. In April I took a 100% reload bonus and deposited €10. So the max cashout is €500. After successfully implementing the bonus, I paid out €500. I had to wait almost 4 weeks for this. In the discord of a well-known streamer, the casino has provided help in the form of a member. He sent me 100€ raw cash via code for the long wait. I had to wager this €100 once, which I did successfully and was able to pay out another €120. This €120 has nothing to do with the previously paid €500. Before I was paid out the €500, the casino canceled the €120 on the grounds that I was only allowed to withdraw 50x the deposit. However, these €120 have absolutely nothing to do with the €500. As I said, the €100 was credited to me by code and therefore does not appear in the payment history. However, this causes the casino's system to think that the €100 is part of the €500 and thus exceeds the max cashout, which is not the case as they are 2 different payouts. Multiple attempts to fix the problem in the chat failed.
Now I hope for your help.
Thanks very much!
Automatic translation:
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2 years ago
Hello 2fast4uall,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that your withdrawal of €500 was still pending when you activated the bonus of €100?
Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. I would especially like to see the message in which the casino claims that the maximum cashout is the reason for canceling the withdrawal of €120.
I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
Hello Kristina. Thank you for your message.
Shortly before, really only 2-3 seconds before the €500 was paid out, the €120 was canceled. Of course, I was immediately in the chat and asked why that was the case. The answer came that I was only allowed to withdraw 50x max. Unfortunately, I no longer have a log of the chat 🙁 But I spoke to the employee "Christina".
In principle, however, it was never a problem to activate a bonus while a payout was still open. I've done it there many times.
Unfortunately, your email address is not correct. Something is missing at the end 😉 Is it kristina.s@casino.guru .com??
LG
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2 years ago
Thank you for your reply, 2fast4uall. My email address is correct and working. Could you please try it again? Alternatively, you can post everything you wanted to send me here. Thank you in advance.
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2 years ago
Translation
Hello Kristina,
Many Thanks.
As I said, unfortunately I didn't take any screenshots of the chat history when the statements were made. The only material I have on this are the screenshots that I sent with my first message, i.e. the code for the €100 was sent and the proof that the resulting cashout was refused.
LG
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2 years ago
Thank you very much 2fast4uall for your reply. I will now transfer your complaint to my colleague Peter (peter.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.
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2 years ago
Hi 2fast4uall,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Wild Pharao Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
Translation
Hi Peter,
thank you very much, that would be great. Hopefully the situation will clear up.
Love from
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2 years ago
Translation
Hi. What do we do if they don't answer? Unfortunately nothing is coming so far...
LG
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2 years ago
Dear 2fast4uall,
Thank you for letting us know about your problem. I will escalate your payment issue and come back to you asap.
Best regards,
WildPharao Support Team
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2 years ago
Translation
Now 7 days again...I don't understand why it can take so long to take a quick look at my history for 120€. The case should be crystal clear...
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2 years ago
Dear 2fast4uall,
Unfortunately, it seems that the casino stopped responding entirely. I’m afraid, there is not much that can be done without cooperation from its side. 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 react, 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 (certria@gaminglicences.com). A gaming authority has better options and tools to help players. Please let me know how the authority responded (peter.m@casino.guru). I wish I could be of more help.
Best regards,
Peter
