Wild Pharao Casino - プレイヤーの撤退が遅れています。

Good morning dear Casino Guru team!

Now I turn to you too, in the hope that you can and will help me, I only find positive things about you!

I made a deposit of € 40 on 12/30/2021 and received a bonus of € 200.

After I fulfilled the complete wager, I did my verification on January 2nd, 2022 and requested a payout of 750 €.

Nothing has happened since then.

I have already written to the support chat 3 times, the first 2 times they were friendly and assured me that this would be done in 3 to 5 working days, that was last week.

The last time they told me they couldn't help me and referred to an email address, I (like many others) don't get an answer here either.

I have followed all the rules and do not know what else I can do, except to turn to you.

So I sincerely ask you for help.

Thank you in advance, and best regards!

Guten Morgen liebes Casino Guru Team!

Nun wende ich mich auch an euch, in der Hoffnung dass Ihr mir helfen könnt und werdet, ich finde nur positives über euch!

Ich habe am 30.12.2021 eine Einzahlung über 40 € getätigt und einen Bonus über 200 € erhalten.

Nachdem ich den kompletten Wager erfüllt habe ich am 02.01.2022 meine Verifizierung gemacht und eine Auszahlung über 750 € beantragt.

Seitdem geschieht nichts.

Ich habe schon 3 mal den Support Chat angeschrieben, die ersten 2 male war man freundlich uns versicherte mir das dies in 3 bis 5 Werktagen erledigt sei, das war letzte Woche.

Das letzte mal sagte man mir man könne mir nicht helfen und verwies an eine EMail Adresse, hier bekomme auch ich (wie viele andere) keine Antwort.

Ich habe alle Regeln eingehalten und weiß nicht was ich noch machen kann, außer mich an euch zu wenden.

Daher bitte ich euch herzlichst um Hilfe.

Danke schonmal im vorraus, und viele Grüße!

Dear Alexander,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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.

Have you made any successful withdrawals before? Could you please confirm that you passed the KYC?

Looking forward to hearing from you.

Best regards,

Kristina

Hello Kristina,

it is now 12 days (not quite 14) and it has not happened yet.

Neither my documents were processed nor the payment itself.

Since I have encountered numerous of these problems through this forum, I thought it would be useful to contact me directly here, as we did not write any answers to my questions at the casino.

Last week I was told via the chat that everything would be done in 3 to max. 5 days, but unfortunately nothing happens here.

Best regards!

Alex

Hallo Kristina,

es sind mittlweile 12 Tage (nicht ganz 14) und es ist noch gar nicht geschehen.

Weder wurden meine Dokumente bearbeitet noch die Auszahlung an sich.

Da ich durch dieses Forum auf zahlreiche dieser Probleme gestoßen bin, dachte ich mir es ist sinnvoll mich direkt hier zu melden, da wir geschrieben keiner meine Fragen beim Casino beantwortet.

Letzte Woche sagte man mir über den Chat das alles bestimmt in 3 bis Max. 5 Tagen erledigt sei, jedoch passiert hier ja leider nichts.

viele Grüße!

Alex

Thank you for your reply, Alexander. 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. 

Hello Kristina,

Unfortunately I don't have the chat history, I wasn't aware that I could save it. I have just forwarded the email I sent to Casino Guru to you.

What else can I do to help you? Should I write the chat again and save the text?

Thank you very much for your help and best regards!

Alex

Hallo Kristina, 

die Chat Verläufe habe ich leider nicht, mir war nicht bewußt dass ich diese speichern kann. Die Email die ich an Casino Guru geschickt habe habe ich soeben an dich weiter geleitet.

Was kann ich sonst noch tun um euch zu helfen? Soll ich den Chat erneut anschreiben und den Text sichern?

Danke vielmals für deine Hilfe und viele Grüße!

Alex

Thank you very much Alexander for your reply. 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, Alexander,

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 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? What is the status of his verification documents?

Thank you in advance for providing the information.

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.

please note payment has been sent

Dear Alexander,

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.

Greetings all,

We have received an announcement from the player via email - the payment has not been credited yet. We are extending the timer and we will wait until the player's confirmation about successful withdrawal or an update.

Dear Branislav, dear Casino Guru team,

Today, after 39 days, I received the money from Wild Pharaoh.

Thank you very much for your help, you are really great!

The contact was always world-class, friendly and professional, and you do it all for free.

If I can tip you, let me know how.

Finally, I would like to say again that Wild Pharaoh has unfortunately shaken my trust in online casinos, and I will research 3 times before I register anywhere.

The money did come, but even after 39 days, the casino hadn't contacted me once.

Thank you again and all the best for the future!

Warm greetings!

Alex

Lieber Branislav, liebes Casino Guru Team,

heute, nach 39 Tagen, habe ich das Geld von Wild Pharao erhalten.

Vielen vielen Dank für eure Hilfe, Ihr seid wirklich Klasse!

Der Kontakt war immer Weltklasse freundlich und professionell, und Ihr macht das ganze ja auch noch Umsonst.

Wenn ich euch Trinkgeld zukommen lassen kann, sagt mir gerne wie.

Abschliessend möchte ich nochmal sagen das Wild Pharao leider mein Vertrauen in Online Casinos stark erschüttert hat, und ich jedesmal 3 mal recherchieren werde bevor ich mich irgendwo neu anmelde.

Das Geld ist zwar gekommen, aber auch nach 39 Tagen hat sich das Casino nicht ein einziges mal bei mir selber gemeldet.

Vielen Dank nochmal und alles gute für die Zukunft!

Liebe Grüße!

Alex

Thank you very much, Alexander, 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.

We do not accept any kind of tips, our reward is players' satisfaction. If you would like to support us a lot, you can share your feedback on https://www.trustpilot.com/

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

Best regards,

Branislav, Casino.guru