Wild Pharao Casino - プレイヤーの撤退が遅れています。

Hi, everyone!

On December 24th, 2021 I used a 200% bonus with a deposit of 30 euros and implemented the bonus amount without violating any conditions and at the end requested a payout of 540 €. Since then I've been waiting for the payout, according to the support it is due to the holidays, but I am of the opinion that more than enough time has passed after the holidays. My account was verified on 01/07/22 and nothing more happened after that. I paid via Giropay and requested the payout to the same account. It would be nice if you could help me.

greeting

Jannik

Hallo zusammen!

Ich habe am 24.12.2021 einen 200 % Bonus genutzt bei einer Einzahlung von 30 Euro und den Bonusbetrag ohne gegen irgendwelche Bedingungen zu verstoßen umgesetzt und am Ende eine Auszahlung von 540 € beantragt. Seitdem warte ich auf die Auszahlung, nach Aussage des Supports ist es den Feiertagen zu verschulden, allerdings bin ich der Meinung das inzwischen mehr als genug Zeit vergangen ist nach den Feiertagen. Mein Konto wurde am 07.01.22 verifiziert und danach ist nichts mehr passiert. Ich habe per Giropay eingezahlt und die Auszahlung auch auf das selbe Konto angefordert. Es wäre nett wenn Sie mir helfen könnten.

Gruß

Jannik

Dear Jannik121,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Could you please advise if this was your first withdrawal attempt? Would you be so kind and 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. Alternatively, you can post it here.

Thank you in advance for your reply.

Best regards,

Kristina

Thank you for your prompt reply. I have sent you an email to the address mentioned.

Danke für die schnelle Antwort. Ich habe Ihnen eine Mail an die genannte Adresse geschickt.

Thank you very much Jannik121 for your reply and email. I will now transfer your complaint to my colleague Branislav (branislav.b@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.

Hello Jannik121,

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 and its team, could you please state the reason why the player's withdrawal has not been fully processed yet and when can he expect the payment?

Thank you in advance for providing the information.

please note payment has been sent

Dear Jannik121,

At this point, it should only be a matter of time before the payment reaches you.

I will keep this complaint open until your confirmation regarding successful withdrawal.

Please let us know as soon as you receive the payment.

Hi there,

until now I have not received any payment.

Hallo,

bis jetzt habe ich keine Zahlung erhalten.

Hello, Jannik121,

Thank you very much for your update, I understand your concern, but it’s quite usual for withdrawals to take a couple of days, even weeks in special cases. However, we advise players to be patient and wait at least 14 days after the withdrawal initiation.

Casinos have their own processes for withdrawals and there are many different ways how they manage it. The final processing time depends on many factors. If the casino sends you the payment, it does not mean you will receive it immediately at all. Delays can be caused by various issues (e.g. technical), not only at the casino side, but it can negatively impact the final processing time.

Therefore, I would greatly appreciate it if you could be patient and wait a few more days.

If you do not receive the payment by then, we will intervene and directly involve the casino representative in the complaint discussion again. Please keep us updated in case of any progress.

Hi there,

the money has now arrived after more than a month. Thanks to the Casinoguru team!

Hallo,

das Geld ist jetzt nach über einem Monat angekommen. Danke an das Casinoguru Team!

Great news! Thank you, Jannik121, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint 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.

Thank you, Wild Pharao Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.guru