Wild Pharao Casino - プレイヤーの撤退は遅れています。

Hey,

I've won 17.000€ at this casino and was able to issue five withdrawals, of which two have been approved.

The rest of the withdrawals I've been waiting over a month for them to be worked on.

2022-01-28 09:35:58 withdraw 1000.00 EUR Bank Processed

2022-01-28 09:34:18 withdraw 1000.00 EUR Bank Processed

2022-01-17 19:08:16 withdraw 1000.00 EUR open

2022-01-18 12:03:43 withdraw 1000.00 EUR open

2022-01-23 15:33:09 withdraw 1000.00 EUR open

The terms say that payments will be sent in 3-5 working days, which is obviously not the case.

I had a chat with the support multiple times kindly asking them to process my withdrawals. But nothing has happened so far...

Here is a chat log I saved:

Christina (15:53:19): hello

Jo**** (15:53:39): Hi Christina! I seem to have a problem with my account

Jo**** (15:54:21): I tried to withdraw something, but it says "Daily Max. Payout reached". I haven't withdrawn anything today or the last two weeks. Whats wrong here?

Christina (15:54:25): as long as one is open you cannot enter any more withdraw

Jo**** (15:55:16): Oh I see, okay. Do you have any information on when my withdrawals will be worked on? :) Been waiting for some weeks...

Christina (15:58:03): I send it to the accounting

Jo**** (15:58:50): Thank you for your efforts Christina! That's all for now. Wish you a nice day :🙂

They always tell you they forwarded your case to the accounting/managers or whatever. But, to me, it just seems like they make this up.

Here is a Discord chat log I've had with a WildPharao employee:

Fluxium — 18.01.2022

Hi! 👋

I have an issue regarding account verification and withdrawal.

Been waiting for over 12 days not getting my documents reviewed and withdrawals worked on.

I've issued some more withdrawals the past days, hoping to get the stone rolling but sadly nothing's happened so far.

Would you please take a look at the matter?

Thank you!

WildPh­ara­o_P­lay­er_­Support — 18.01.2022

Hi

ok please fill me out this for and I will escalate this directly to my boss

*link removed*

Fluxium — 18.01.2022

Okay, I just submitted the form. Thanks for helping!

WildPh­ara­o_P­lay­er_­Support — 18.01.2022

super thanks, I will see that the boss gets this in a few moments

Fluxium — 26.01.2022

Hey, how's it going?

Just wanted to check the status of my verification, since nothing has happened yet.

When will this be worked on?

WildPh­ara­o_P­lay­er_­Support — 27.01.2022

hey, I am very sorry for the waiting time, I have just escalated this to the bosses again

Fluxium — 12.02.2022

Hey there again, hope you're doing well!

I filled out the form again, as I still have some open withdrawal requests from 17th, 18th and 23rd of January.

I'm kindly asking you to forward this matter to the responsible persons :)

Thank you!

WildPh­ara­o_P­lay­er_­Support — 13.02.2022

hey, ok I will Escalate it again with everything tomorrow

Thanks for helping, Casino Guru team.

Dear Fluxium,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Have you accumulated your winnings with or without an active bonus? Could you please clarify if you have already received the 2 approved withdrawals?

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).

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,

Kristina

Hi,

I deposited 300€ and recieved 750€ on top using a special bonus. After completing the wager requirements I had a total balance of 13.330€ and issued 5 withdrawals over the next days.

While I was waiting, I played a bit more and won another 4.000€. Since then I've been sitting at 12.000€ balance.

2 withdrawals of 1.000€ each have been processed and reached my bank account. The other 3 open requests haven't been worked on yet.

Thank you very much for your reply, Fluxium. Could you please advise how long (approximately) did the 2 successful withdrawals take?

Hello Kristina,

The withdrawals were requested on the 6th and 7th of January and got processed 3 weeks later on 28th of January. After I've spoken two times to the customer support, that is.

Thank you very much Fluxium for your cooperation so far. I will now transfer your complaint to my colleague Adam (adam.m@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 Fluxium,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Wild Pharao Casino to join the conversation and to aid in the resolution of this complaint.

Wild Pharao Casino, could you please provide a timeframe in which the player should expect to receive their payments?

Dear Fluxium,

As there has been no response from the casino yet, I will try to contact them once more.

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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Thank you for your assistance, Adam.

Here is a little update from my side.

I had another chat with a WildPharao employee on Discord:

Fluxium—

27.02.2022

Hello Dario, sorry for bothering you yet again. Since I filled out the form and we last spoke two weeks ago, nothing has happened yet regarding my withdrawals :/ It's been more than a month now since I issued withdraw requests. I felt like I had to open a complaint at CasinoGuru to get heard: https://casino.guru/wild-pharao-casino-player-s-withdrawal-has-been-delayed-68 Please understand that the situation dissatisfies me and I want to get this matter solved, so that I can withdraw also the rest of my winnings. Thank you!

7. März 2022

WildPharao_Player_Support—

07.03.2022

Hey, I am very sorry that this is still not dealt with, let me go and speak to the Bosses now

09:33

I have send all your cashout requests to the bosses

Fluxium—

07.03.2022

Thank you. I very much hope they will finally take care of this

WildPharao_Player_Support—

07.03.2022

me too I just made a really big thing out of this

I'm not sure if this will do anything, since this is the third time already he allegedly spoke to the bosses.

And no, I have not received any of the open payments yet.

I also tried contacting live chat support through their website today:

Anne (10:38:48): Hello

Anne (10:38:52): Can I help you?

Jonas Dahm (10:38:59): Hi Anne!

Jonas Dahm (10:39:56): You probably hear this quite often - so sorry for bothering in advance. But I've now been waiting for over 50 days for my withdrawals. When can I expect them to get processed?

Sadly, Anne closed the chat for no reason and did not respond.

Hello all,

the casino just processed the following withdrawal:

2022-01-17 19:08:16 withdraw 1000.00 EUR

I haven't received the funds yet, but probably will today or in the next days. I will let you know.

The other two withdrawals are still waiting to be processed:

2022-01-18 12:03:43 withdraw 1000.00 EUR open

2022-01-23 15:33:09 withdraw 1000.00 EUR open

Thank you for the update Fluxium,

I will extend the timer to allow for this and wait to hear from you.

Hi,

I have received one payment of €1000. The other two withdrawal requests still have not been processed.

Thank you very much for the update Fluxium.

I will extend the timer to allow more time for you to receive the outstanding payments, please continue to keep us abreast of any developments.

No further progress so far.

I texted the support again and they said they would talk to the bosses on what's going on. I only text them like 2 times per 2 weeks as I don't want to be annoying and potentially get my account locked. Better safe than sorry.

Hello Fluxium,

As we usually recommend allowing up to 14 days for a payment to show in your account, I will extend the timer once more to allow time for your payment to reach you. Please continue to keep us updated.

Kind regards,

Adam

Hello Fluxium,

Has there been any further progress with your payments?

Hi Adam,

sadly no. There hasn't been any progress. Support only told me more (probably false) promises.

It's weird that the overall situation with this casino is how it is currently, as I know that it wasn't always like this.

Contacting the casino again from your end would probably not do anything, would it? Or have there been recent cases where WildPharao actually replied?

Hello Fluxium,

We can try to contact the casino one more time, they have responded previously.

Dear Wild Pharao Casino, can you please provide any assistance regarding the player's outstanding withdrawals?

Kind regards,

Adam

Hello Fluxium,

Unfortunately, there has still been no response from the casino. Have there been any developments with your withdrawals?

Hi Adam,

the casino apparently processed one withdrawal on 04.04.22. Weirdly, the money has not reached my bank account yet. I am 100% sure I've entered the correct IBAN. My plan would be to wait a few more days and if I still haven't received the payout until next Monday I'll contact live support and see what's up.

Hello Fluxium,

Thank you for the updated information. As there seems to be a little progress, I will extend the timer again to allow time for your payment to be received.

If there is any further development in the meantime, please let me know.

I still have not received the funds yet and have just sent an email to payments@wildpharao.com, stating the issue.

I'm hoping they'll reply (in a timely manner).

Hello Fluxium,

Thank you once more for the update. I will extend the timer for the last time, if there is still no progress the complaint will be closed as 'unresolved' and have a negative effect on the casino's rating.

Dear Fluxium

Thank you for letting us know about your problem. I have escalated your payment issue and this will be processed in the next 3-5 working days to your Bank account.

We are very sorry for the delay in this cashout. We have been busy working to make our Cashout system better.

Best regards,

WildPharao Support Team

Dear WildPharao Casino,

thank you for your reply. The withdrawal of 1000€ has reached my bank account today.

Now there is one more withdrawal which I've been waiting for 3 months now (from 2022-01-23 15:33:09). I'd be very happy if you could process this withdrawal aswell, so that this complaint can be closed.

Thank you for your cooperation.

Hello all,

Thank you for your responses.

Dear Wild Pharao Casino,

Could you please let us know when the next payment has been processed?

Dear Fluxium

As far as I can see in the system there are no pending payments at the moment. Can you please approve that you received all f them?

Thanks in advance.

Best regards,

WildPharao Support Team

Hello WildPharao Casino,

Thanks for letting me know. I just checked again and it seems like the last withdrawal has indeed been processed on 20.04., my bad - I didn't get a notification mail.

The funds have not reached my bank account yet, but I'm guessing it could take until Monday, so I'll be patient.

Kind regards

Fluxium

Hello all,

Thank you for your responses.

Dear Fluxium,

Please confirm and let us know.

Kind regards,

Adam

Hello all,

the last payment still has not reached my bank account. It's been 6 days since the transaction was set to "processed" from Wildpharao's side.

WildPharao, can you confirm that the payout has actually been sent?

Thanks!

Kind regards,

Fluxium

Dear Fluxium,

Has the been any further progress with the last outstanding payment?

Hello Adam,

sadly no. I've sent an email to payments@wildpharao.com - no response (yet?).

I also spoke to 2 support agents, today and 3 days ago. One told me they'd forward this to the accounting (which seems like that didn't happen) and the other told me to send an email, which I've already done.

I suggest we keep this complaint open for one more week and if I still haven't received the payout the complaint should be marked as unsolved.

After all, I will have to make 10 more withdrawals to have my balance fully paid out and that will take some more months. And the scope of this complaint was only the initial 5 withdrawals anyway, of which I've now received 4.

Kind regards

Fluxium

Hello Fluxium,

I am sorry to hear there has been no further progress. I will of course extend the timer for one more week.

Dear Wild Pharao Casino,

Are you able to provide any update on the situation?

Hello Fluxium,

1) as far as I can see in your casino account you don't have pending withdrawals at the moment.

2) have I understood right: you didn't received 1000 EUR which were paid from 20.04?

Best,

WildPharao Support Team

Hello WildPharao,

thanks for your reply. Correct. I have not received the 1000€ from 20th of April. I can send a bank statement of April as proof, if you need that.

The last payment that I received was from 04.04.22.

Hello all,

I was just checking my bank account and I am happy to announce that I have now received the remaining 1000€ from 20.04.

That means that I've now received 5000€, which was the scope of this complaint.

I still have some more withdrawals to make but I'm confident this'll work without a complaint here. And if not, I'll just come back 🙂

I thank both WildPharao and Adam from Casino.Guru for your cooperation during this complaint.

Dear Fluxium,

That's great news, I'm glad to hear that your issue has been resolved and that you have received the payment. I will now mark the complaint as 'resolved' in our system.

Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Adam