Wild Pharao Casino - プレイヤーの撤退が遅れています。

Hi, everyone,

after losing a lot of money and finally winning something, i am not getting my withdrawal requests back. My account has been verified for over a month (see screenshot). I made my withdrawal requests back in December. After a very long time, they have at least once set the status to "processed". The €550 on 01/12/2022 and the €1000 on 01/21/2022. However, I still haven't received any money. Questions or emails to "payment@wildpharao.com" were sometimes 6 weeks ago and are never answered. The chat is always very unfriendly and never helps, pointing back to "payment@wildpharao.com"... Often they also tell me they pass on my request, but can never give me any proof here and end the chat if asking questions they cannot answer or when they feel "caught". Every day you are simply put off with new excuses and nobody helps you. I would be very grateful if you could help me!

Thank you and best regards,

Matthew

Hallo zusammen,

nachdem ich viel Geld verloren habe und endlich mal etwas gewonnen, bekomme ich meine Auszahlungsanforderungen nicht zurück. Mein Account wurde schon seit über einen Monat verifiziert (siehe Screenshot). Meine Auszahlungsanforderungen hab ich schon im Dezember gestellt. Nach sehr langer Zeit haben diese zumindest einmal den Status auf "processed" gesetzt. Die 550 € am 12.01.2022 und die 1000 € am 21.01.2022. Jedoch habe ich immer noch kein Geld erhalten. Fragen bzw. Emails an "payment@wildpharao.com" sind auch teilweise 6 Wochen her und werden nie beantwortet. Der Chat ist immer sehr unfreundlich und hilft nie weiter und verweist wieder auf "payment@wildpharao.com"... Oft sagen sie mir auch, sie geben mein Anliegen weiter, können mir aber hier nie einen Nachweis geben und beenden den Chat, wenn man Fragen stellt, die sie nicht beantworten können oder wenn sie sich "ertappt" fühlen. Man wird jeden Tag einfach wieder mit neuen Ausreden hingehalten und keiner hilft weiter. Ich wäre euch sehr dankbar, wenn ihr mir weiterhelfen könntet!

Vielen Dank und liebe Grüße,

Matthias

Dear mblomenhofer,

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.

Do I understand correctly that you have never made a successful withdrawal before? Have you accumulated your winnings with or without an active bonus, please?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

Looking forward to hearing from you

Best regards,

Kristina

Oh yeah, and I never received a successful withdrawal... Correct

Thank you very much mblomenhofer 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.

I've received the money today, you can close the complaint, thx

Great news! Thank you, mblomenhofer, 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.

Best regards,

Branislav, Casino.guru