The player's verification is delayed for over a week. It has been resolved.
Wild Pharao Casino - The player's verification is delayed.
Amount: €1,123
Wild Pharao Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
0.8
Wild Pharao Casino has a Safety Index of 0.8, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Hi there,
I redeemed a bonus by email at Wildpharao and met all wagering requirements. Unfortunately, my money is not paid out or my verification documents are 8 days to be checked. Inquiries to the support (by email) will not be answered. The live chat can't help me either. Is supposedly just technical support. Personally, I find it very dubious. You can deposit within a minute, but you don't even get an answer when you withdraw. I hope you can help me.
Automatic translation:
Public
Public
2 years ago
Hello Christian,
Thank you very much for submitting a complaint and I'm really sorry to hear about your issue with Wild Pharao Casino. Please allow me to ask you a few more question before we would move forward.
When did the verification process start? Did you send them all the requested documents? When was the last time the casino responded and what was it?
Also please send any relevant evidence or communication with the casino to nikolas.b@casino.guru.
Looking forward to your answer and I hope we will be able to help you resolve it.
Regards,
Nick
Public
Public
2 years ago
Translation
Short additional information, the live chat refers to info@wildpharao.com. But as already described above, there is no answer from there.
Automatic translation:
Public
Public
2 years ago
Dear Christian,
If you uploaded your last document 10 days ago, I would only recommend you to just wait. It is very common in almost every casino, that if you request your first withdrawal, it might take up to 14 days for the money to arrive on your account, sometimes even more. Please just be patience and keep us updated about the case. If the casino wouldn't even reply to you until the end of the week, we will intervene.
Public
Public
2 years ago
Translation
hello, nothing has happened so far. I have not received an email and am still not certified according to the website. But the live chat has assured me that the money will be paid out. It would just be a system error. I will send the progress of the conversation by email.
Regards
Christian
Automatic translation:
Public
Public
2 years ago
Dear Christian,
Didn't they in some way contact you about the verification of documents. I doubt that the live chat will be able to say what it's status. Also, didn't they request for any additonal documents since then? - Did you send them all of it?
Public
Public
2 years ago
Translation
Hello Nick, I sent everything as requested. To this day I have not received an email in response or confirmation. Nothing was asked for.
Automatic translation:
Public
Public
2 years ago
Translation
This is what it still looks like on the website.
Regards
Automatic translation:
Public
Public
2 years ago
Translation
Hello, everything is still unchanged. Could you please intervene?
Regards
Christian
Automatic translation:
Public
Public
2 years ago
Translation
Hello, today my account was verified. I still haven't received any money.
Regards
Automatic translation:
Public
Public
2 years ago
Dear Christian,
I will now forward your complaint to my colleague Viliam who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Public
Public
2 years ago
Hello Christian,
I looked at your complaint and will do my best to help you. I would like to invite Wild Pharao Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?
Public
Public
2 years ago
Translation
Hello, as I said, the verification has now worked. Now the winnings have to be paid out. 1x 1000 euros and 1x 123 euros.
Regards
Christian 
Automatic translation:
Public
Public
2 years ago
Translation
Hello, I don't get an answer from live support. Money has still not been paid out ...
Automatic translation:
Public
Public
2 years ago
We would like to ask the Wild Pharao Casino to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
Public
Public
2 years ago
Translation
Hello Viliam,
to this day I have not yet received any money in my current account. I'll get in touch as soon as it is there.
Regards
Automatic translation:
Public
Public
2 years ago
Translation
Furthermore, no money has yet been received. According to the casino, the payment was made on December 29th, 2021. I think it's too long and the money should be there by now.
Regards
Christian 
Automatic translation:
Public
Public
2 years ago
Dear Casino,
send me proof that you've paid the player's winnings, please. My email: viliam.v@casino.guru
Public
Public
2 years ago
Translation
Hello Viliam,
the payment was received in full on my current account today. Thank you at this point for your help. The complaint can be closed as resolved.
Best regards
Christian
Automatic translation:
Public
Public
2 years ago
Dear Christian,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards,
Viliam Casino.Guru
