The player from Germany had his payments stopped for an unknown reason. The casino responded to apologize and stated that the player's request would be escalated. The player has still not received further payment and the casino became unresponsive, so the complaint was closed as 'unresolved'. the player requested that we reopen the complaint and try once more to find a resolution. The casino responded and stated that the next payments would be processed accordingly. However, no further payments were received and the casino stopped responding to our messages. as such, the complaint was again closed as 'unresolved'.
Wild Pharao Casino - Player’s withdrawals have been discontinued.
Black points: 924
Amount: €17,000
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
Delayed payment, status unknown
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
Dear guru team,
I've been waiting for several months (since December and January) for open payments totaling €17k.
The amounts have not yet been processed. Occasionally, amounts were paid out after several inquiries in the chat.
However, the mentioned 17k € are still open.
I am now in the 4th month of waiting.
The chat and e-mail support is always available, but this doesn't change anything.
My account is fully verified.
I ask for support.
Many thanks.
Automatic translation:
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2 years ago
Dear Patrick,
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. Could you please advise what was the initial amount that has been approved for the withdrawal? Do I understand correctly that you have received some payments already? When was the last one received?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
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 Petronela,
the original amount was around €25,000, of which payments have already been made at irregular intervals via the bank. The last payment came on February 15th, 2022 after repeated requests.
Currently €17,000 is still open.
I hope you can resolve this matter as soon as possible so that I receive my money in full.
Thank you for your efforts.
Many greetings.
Automatic translation:
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2 years ago
Thank you very much, Patrick, 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
Translation
OK thank you. Then I wait for an answer.
Many greetings
Automatic translation:
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2 years ago
Hello Patrick,
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.
Dear Wild Pharao Casino,
Can you please provide some information regarding the status of the player's withdrawal/s?
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2 years ago
Dear Patrick,
Thank you for letting us know about your problem. We are very sorry for the delay in this cashout. We have been busy working to make our Cashout system better.
I will escalate your request with a finance team and come back to you asap.
Best regards,
WildPharao Support Team
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2 years ago
Translation
Dear Wild Pharaoh Team,
Thank you for your reply and I am pleased that my payments are now being processed and completed quickly.
I hope to hear from you someday and receive my payouts.
Kind regards
Patrick
Automatic translation:
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2 years ago
Thank you for the update, Wild Pharao Support Team.
I will extend the timer while we await further information from you.
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2 years ago
Translation
Hello,
I wanted to ask if there is already information regarding my payouts?
Unfortunately, no one has contacted me yet and unfortunately I have not received any payments either.
When will I receive this?
Kind regards, Patrick
Automatic translation:
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2 years ago
Dear Patrick,
We have so far had no further response from the casino so I will attempt to contact them once more.
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
Translation
Wild Pharaoh Casino?
Unfortunately, so far still no contact or payments received.
Automatic translation:
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2 years ago
Dear Patrick
I have tried to contact the casino repeatedly but had no further response. I’m afraid there is not much that can be achieved without cooperation from them.
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, you can also contact the casino's licensing authority, Gaming Curacao (complaints@gaming-curacao.com), and submit a complaint to them. Please let me know how they replied (adam.m@casino.guru).
I am sorry I could not have been of more help.
Kind regards,
Adam
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2 years ago
This complaint has been reopened at the player's request.
Dear Wild Pharao Casino,
The player has stated that they are still awaiting payments requested in December. Could you please respond to this and provide some information to the player regarding the situation with their withdrawals?
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2 years ago
Translation
Hello Adam,
briefly for information.
€1k was paid out yesterday.
so 15k€ are still open.
regards.
Automatic translation:
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2 years ago
Dear Patrick,
Next payments will be processed accordingly
Best Regards,
WildPharao Support Team
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2 years ago
Translation
Hello WP team,
that would be something great.
I hope the payouts go through faster now.
after all, 5k € a week is possible.
so the payouts would be through in 3 weeks.
regards
Automatic translation:
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2 years ago
Translation
Hello WP team,
hello guru team,
Unfortunately, nothing further followed in terms of payouts.
When will the €15k follow, dear WP team.
I thought the processing is now faster than usual.
How is the situation?
Regards
Automatic translation:
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2 years ago
Dear WildPharao Support Team,
Please respond and provide an update on the situation regarding the player's outstanding payment.
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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
Translation
Hello WP team,
unfortunately Still no message and no further payment received.
When is it finally time to move forward?
Request for feedback.
Automatic translation:
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2 years ago
Hello Patrick,
I have now been able to attempt to contact the casino via Skype, I will extend the timer one more time in the hope of a response.
Kind regards,
Adam
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2 years ago
Translation
Hello Adam,
Thank you very much.
regards
Automatic translation:
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2 years ago
Dear Patrick,
I am still waiting for a response via Skype, I want to give it one last try before we close the complaint as 'unresolved', so will again allow some more time.
Kind regards,
Adam
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2 years ago
We would like to ask the 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’.
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2 years ago
Translation
Hello Adam,
thank you for your efforts.
I hope WP Casino gets in touch and finally pays out the outstanding €14k.
Automatic translation:
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2 years ago
Dear Patrick,
There has been no further response from the casino and at this juncture, we have no reasonable expectation of this changing.
We will close the complaint as 'unresolved', and I again recommend you to contact Licensing Authority (complaints@gaming-curacao.com). I am very sorry that we could not help you more.
Kind regards,
Adam
