The player from Austria had been waiting for a withdrawal to be processed for more than 1 month before submitting the complaint. The complaint has been closed as 'unresolved' because the casino failed to reply and cooperate in resolving the complaint. There was no progress even two weeks after the casino was notified about the player's complaint.
Wild Pharao Casino - The player's withdrawal is delayed.
Black points: 110
Amount: €400
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
No reaction policy, passive regulator
UNRESOLVED
Case summary
1 year ago
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1 year ago
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Casino claims to have paid out the money on May 5th, 2022. Very unfriendly chat. One is constantly told that they are not responsible for this or that my bank has a problem. They always tell you that the money will come.
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1 year ago
Hello andrea11,
Thank you very much for submitting your 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 exactly did you request for the withdrawal? When was the last time you contacted the casino and did they respond to you since? Could you please advise when did you finish the verification process? Do I understand it correctly that the status of your payment is already as approved?
Looking forward to your answer.
Regards,
Nick
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1 year ago
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Hello Nick,
Payment was requested several times in April. After frequent inquiries in the chat, it was then carried out on May 5th, 2022. Yesterday I contacted the casino for the last time and got an answer that they are not responsible. I am fully verified. Yes, the payment is said to have been approved since May 5th, but I never received my money.
LG
Andrea
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1 year ago
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No money received again yesterday/today.
Slowly you really have to think about contacting the licensing authority, that's not okay!!
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1 year ago
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Hello Nick, is there any information yet?
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1 year ago
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Update: Today again no money arrived, now it's been 5 weeks since "payment".
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1 year ago
Hello andrea11,
As the withdrawal still did not arrive, I will now forward your complaint to my colleague Branislav who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 year ago
Hello, andrea11,
I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Wild Pharao Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear Wild Pharao Casino,
Could you please state the reason why the player's withdrawal has not been completely processed yet, and what is the estimated time frame for processing the payment?
Thank you in advance for providing the information.
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1 year ago
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Thanks very much!
According to the chat and dashboard, the payment was made on May 5th. But it can't last that long.
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1 year ago
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Dear @WildPharao Team, I don't get any feedback???
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1 year ago
Unfortunately, nothing yet.
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, we will close the complaint as ‘unresolved’, which will have a negative impact on the casino's rating.
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1 year ago
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Hello @WildPharao?? It would be nice if I got an answer.
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1 year ago
No, nothing. I am afraid I will be forced to close the complaint as unresolved in about 15 hours.
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1 year ago
Dear andrea11,
Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.
There is one more option how you can try to resolve your issue or speed up the process - I recommend you to contact the gaming authority the casino is regulated by (Curacao) and submit a complaint directly to the regulator. In case of any questions or news from the regulator, do not hesitate to contact me at branislav.b@casino.guru.
I wish I could be of more help. I sincerely hope you will not come across a problem like this again.
The casino can reopen this complaint anytime.
Best regards,
Branislav, Casino.Guru
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