Wild Pharao Casino - プレイヤーの撤退が遅れています。

Hi there,

On January 1st, 2022, I made a payment of 1000 euros via bank transfer. This has been on the status "-in progress-" for over a month now. My account has been successfully verified. I don't get any response to emails that the live chat says I should send to payments@wildpharao.com. Please help me get my money, I have not violated any regulations and have been waiting for my money for more than 30 days, the terms and conditions say 3-5 working days.

Hallo,

ich habe am 01.01.2022 eine Auszahlung über 1000 Euro per Banküberweisung getätigt. Diese steht nun seit über einem Monat auf den Status "-in Bearbeitung-". Mein Account ist erfolgreich verifiziert worden. Auf E-Mails die ich laut Live-Chat an payments@wildpharao.com senden sollte, bekomme ich keinerlei Antwort. Bitte helft mir mein Geld zubekommen , ich habe gegen keinerlei Bestimmungen verstoßen und warte bereits über 30 Tage auf mein Geld, in den AGB ist die Rede von 3-5 Werktagen.

Dear casinotoxic,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the withdrawal is still pending inside your account without being processed? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than a month is unusually long time.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

That's right, since January 1st, 2022 my payment request has been set to "in progress".( Cancellation possible )

I was not informed either, only the live chat said a processing time of 3-5 working days and referred me to payments@wildpharao.com. I have emailed them several times with no response.

Das ist richtig, seit 01.01.2022 steht mein Auszahlungsantrag auf "in Bearbeitung".( Cancel möglich )

Mir wurde auch nichts mitgeteilt, lediglich der Live-Chat hat von 3-5 Werktagen Bearbeitungszeit gesprochen und mich an payments@wildpharao.com verwiesen. Dort habe ich auch schon mehrmals eine E-Mail geschrieben ohne eine Antwort zu erhalten.

Thank you very much, casinotoxic, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, casinotoxic,

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 the player expect the payment?

Thank you in advance for providing the information.

I've been waiting for my payout for 1.5 months now. Neither by email nor on this platform has anyone reported from the casino. Do I now have to report the casino to the Curacao Gaming Authority or what is the next step in the complaints process?

Ich warte jetzt bereits seit 1,5 Monaten auf meine Auszahlung. Weder per E-Mail noch auf dieser Plattform hat sich jemand vom Casino gemeldet. Muss ich das Casino jetzt bei der Curacao Gaming Authority melden oder was ist der nächste Schritt in dem Beschwerdeverfahren ?

Dear casinotoxic,

In case no response is given in the set time frame, we extend the timer one more time and the casino has a second chance to comment in the thread. During this time, we try to contact the casino also in other possible ways. If the casino fails to react to the complaint again, the complaint will be closed as unresolved and the casino's rating will be impacted accordingly on our website.

After the mentioned standard process, the last option is to contact the gaming authority, if the casino is regulated by any.

From my experience, Wild Pharao Casino Team usually cooperate in resolving complaints. Let's stay positive and wait for their reply.

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.

Since no one has reported anything yet and I still haven't received my winnings, I will now fill out the Curacao Gaming Authority's complaint form and report the casino.

It is also an impertinence to be pushed by the casino to make a further deposit every day with bonus offers, since any winnings are simply not paid out.

Da sich bis jetzt immer noch keiner gemeldet hat und ich meinen Gewinn immer noch nicht erhalten habe, werde ich nun das Beschwerde-Formular der Curacao-Gaming Authority ausfüllen und das Casino melden.

Es ist auch eine Unverschämtheit von dem Casino tagtäglich mit Bonusangeboten zu einer weiteren Einzahlung gedrängt zu werden, werden doch evtl. Gewinne einfach nicht ausbezahlt.

Dear casinotoxic,

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.

I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime and I believe the casino's team will use this option.

Best regards,

Branislav, Casino.Guru

Greetings all,

Based on the information we received via email from the casino, we have reopened this complaint.

"Hi please note payment has been sent"

Dear casinotoxic,

At this point, I sincerely believe it should only be a matter of time before the payment comes to you.

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

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

Something has finally happened. According to history, the payout is "processed". I am now waiting for the money to be in my account to be completely safe.

Endlich hat sich was getan. Laut Historie ist die Auszahlung "Prozessed". Ich warte jetzt bis das Geld auf meinem Konto ist um völlig sicher zu sein.

Great news, casinotoxic!

Please let us know as soon as you receive the payment. I will keep the complaint open until you confirm receiving the payment.

Dear casinotoxic,

Have you received your payment? Was your issue resolved? We are extending the timer by 10 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

Hello, everyone ,

the payment has finally arrived in my bank account. After a lot of back and forth and a lot of patience, I got my money. Thanks for the support !!!

Hallo zusammen ,

die Zahlung ist nun endlich auf meinem Bankkonto eingegangen. Nach etlichem hin und her und sehr viel Geduld habe ich mein Geld bekommen. Danke für die Unterstützung !!!

Great news! Thank you, casinotoxic, 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. Although I sincerely hope it will not happen, 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