Wild Pharao Casino - プレイヤーの撤退は遅れています。

Hello,

I have a withdrawal request of 1000€ on 19.03. made. After a long back and forth via chat and determined 15 emails without an answer, this is then on April 19th. Approved.

After that I was able to make the next payout of €1000. This was then already on 29.04. approved.

Then I have to make the next 1000€.

My problem is that even the 1000 € from 19.03. haven't appeared on my account yet... that's really a long time now.

Peter in the chat, closes the chat immediately without answering and I don't get an answer via email either. The other chat staff are very nice and forward the problem, but nothing happens.

I cannot confirm that the casino has its payout strategy as they mention it everywhere. On the contrary, with previous payouts that I made there, I first had to wait 1 week, then 2 weeks and now nothing happens even after 1.5 months, although the payout(s) have been approved...

Hallo,

ich habe eine Auszahlunganfrage von 1000€ am 19.03. getätigt. Nach langem hin und her via Chat und bestimmt 15 Emails ohne eine Antwort ist dieses dann am 19.04. genehmigt worden.

Im Anschluss daran konnte ich die nächste Auszahlung von 1000€ tätigen. Diese wurde dann schon am 29.04. genehmigt.

Darauf hin habe ich die nächsten 1000€ tätigen.

Mein Problem ist, dass selbst die 1000€ vom 19.03. noch nicht auf meinem Konto erschienen sind… das ist jetzt echt sehr lange.

Peter im Chat, schließt den Chat sofort ohne zu antworten und via Email bekomme ich auch keine Antwort. Die anderen Chatmitarbeiter sind sehr nett und leiten das Problem weiter, jedoch passiert nichts.

Dass das Casino seine Auszahlungsstrategie wie sie es überall erwähnen kann ich nicht bestätigen. Ganz im Gegenteil, bei vorherigen Auszahlungen die ich dort getätigt habe, habe ich zuerst 1 woche warten müssen, dann 2 Wochen und jetzt tut sich selbst nach 1,5 Monaten nix obwohl die Auszahlung(en) genehmigt sind…

Dear Tomi85,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Have you accumulated your winnings with or without an active bonus? Could you please advise which payment method to withdraw your winnings have you opted for? Was it the same one you used before?

Would you be so kind as to 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.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hello, I would be happy to send you all communication via email

The €1000 from 19.03. are paid out without a bonus and, as always, as a transfer.

Hallo die komplette Kommunikation sende ich ihnen gerne via Email

Die 1000€ vom 19.03. sind ohne Bonus und wie immer als Überweisung zur Auszahlung gebracht.

Thank you very much Tomi85 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.

In the meantime, the next payment from 29.04. approved, however none of the 3 payouts have appeared on my account.

I have now instructed another 1000€ to be paid out.

Inzwischen wurde schon die nächste Auszahlung vom 29.04. genehmigt, jedoch ist keine der 3 Auszahlungen auf meinem Konto erschienen.

Ich habe nun weitere 1000€ zur Auszahlung angewiesen.

Hello, Tomi85,

I am sorry to hear that your withdrawals have 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 withdrawals have not been completely processed yet and what is the estimated time frame for processing the payments?

Thank you in advance for providing the information.

Dear Tomi85,

Thank you for letting us know about your problem. We are very sorry for the delay in this cashout. We have been busy working to make our Cashout system better.

I have checked your payment issue and can see that it was processed. I will ask for proof of payment and come back to you asap.

Thanks in advance,

WildPharao Support Team

Thank you for your feedback.

Well I'm curious…

Vielen Dank für ihre Rückmeldung.

Na da bin ich mal gespannt…

In this case, Tomi85, I am extending the timer. At this point, I sincerely believe it should only be a matter of time before the payments come to you. I will keep this complaint open until your confirmation regarding successful withdrawal(s), or an update. Please, provide the casino with a few business days to process the payments.

Let us know as soon as you receive the payment(s).

Thank you very much 👍🏻, I will report.

Vielen lieben Dank 👍🏻, ich werde berichten.

Today I received 1000€ in my account 😃.

Thus, 2x €1000 approved payouts are open

1 x €1000 in progress

and 2000€ credit on the account open.

almost everything that can be seen in the photo.

Heute sind 1000€ auf meinem Konto eingegangen 😃.

Somit sind je 2x 1000€ genehmigte Auszahlungen offen

1 x 1000€ in Bearbeitung

und 2000€ Guthaben auf dem Konto offen.

quasi alles was auf dem Foto ersichtlich ist.

Great news, Tomi85! I am glad to see progress.

However, you set the disputed amount at €6,000. You received €1,000, and you are waiting for €3,000 to be paid out. Are you going to withdraw all your balance?

That's the plan, if anything changes I'll let you know.

Right 1000 € are paid

3000 in payout

and 2000€ open, because I can only bring them to payout as soon as the last payout from 10.05 is processed.

So ist der Plan, sollte sich was ändern gebe ich natürlich Bescheid.

Richtig 1000€ sind bezahlt

3000 in Auszahlung

und 2000€ offen, da ich sie erst zur Auszahlung bringen kann, sobald die letzte Auszahlung vom 10.05 auf Verarbeitet (processed) genommen wird.

Yes, I understand. Alright, thank you for the information.

I am extending the timer for a longer period and I will try to keep the complaint open until you collect all your funds or some substantial change occurs.

Feel free to let me know about any progress.

Thank you, let's do this. 👍🏻

Vielen Dank, machen wir so. 👍🏻

In fact, all approved withdrawals (€3000) have now been credited to my account. 👍🏻

Now I'm waiting for the payment from 10.05. is approved and can continue to pay out.

A total of €1000 (May 10th) is still in progress and €1000 credit on my player account.

I had risked 1000€ again. 😉

But I won't continue playing until everything has been paid out.

Tatsächlich sind nun alle genehmigten Auszahlung (3000€) auf meinem Konto eingegangen. 👍🏻

Nun warte ich darauf dass die Auszahlung vom 10.05. genehmigt wird und weiter auszahlen kann.

Insgesamt sind jetzt noch 1000€ (10.05.) in Bearbeitung und 1000€ Guthaben auf meinem SpielerAccount.

1000€ hatte ich nochmal riskiert. 😉

Weiter spiele ich nun aber erst wenn alles ausgezahlt wurde.

Alright, thank you for the update.

We recommend to players wait at least 14 days after a withdrawal request was made before submitting a complaint. However, I would like to keep your complaint open until your confirmation about the successful withdrawal of all your disputed funds. Therefore, I am extending the timer again. Let's provide the casino with a few more working days to process your payment made on May 10.

Based on your update, I will amend the disputed amount of the complaint to €5000.

Please let us know once you receive your payment.

All right and thank you.

Then I'm curious how long it takes this time and how diligently Wildpharao worked on his cashout system...

In Ordnung und vielen Dank.

Dann bin ich mal gespannt, wie lange es diesmal dauert und wie fleißig Wildpharao an seinem Cashout-System gearbeitet hat…

The 05/10/22 payout has just been approved.

So I have now instructed the last €1000 to be paid out.

Let's see when the payout from 05/10/22 can be seen in my bank account and the last one will be approved.

I keep you informed.

Die Auszahlung vom 10.05.22 wurde gerade genehmigt.

Somit habe ich nun die letzten 1000€ zur Auszahlung angewiesen.

Mal schauen, wann die Auszahlung von 10.05.22 auf meinem Bankkonto ersichtlich ist und die Letzte genehmigt wird.

Ich halte sie auf dem Laufenden.

Great news, Tomi85!

Alright, I am looking forward to hearing from you soon.

Dear Tomi 85,

can you please update us with the status of your payments please?

Thanks in advance and best regards,

WildPharao Support Team

Hello,

The payout (1000€) from 05/10/22 was approved on 05/23/22, but has not yet been credited to my bank account.

Then I paid out the last 1000€ credit, these have not yet been processed.

See photo.

Hallo,

Die Auszahlung (1000€) vom 10.05.22 wurde am 23.05.22 genehmigt, ist jedoch noch nicht auf meinem Bankkonto gutgeschrieben worden.

Daraufhin habe ich die letzen 1000€ Guthaben zur Auszahlung gebracht, diese sind bislang noch nicht processed.

Siehe Foto.

Nothing has changed since the last update.

So, as we agreed before, let us know of any progress. I will keep the complaint open until your confirmation of the complaint withdrawal or an update.

Exactly, nothing has changed since then.

Genau, seit dem hat sich nichts mehr getan.

Dear Wild Pharao Team,

Could you please look at the issue on your side? When will these last 2 withdrawals be completely processed?

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.

Hello,

The payout (1000€) from 05/10/22 was approved on 05/23/22, but has not yet been credited to my bank account.

I then paid out the last 1000€ credit, this was approved on 6/6/22 and has not yet been credited to my bank account either.

Hallo,

Die Auszahlung (1000€) vom 10.05.22 wurde am 23.05.22 genehmigt, ist jedoch noch nicht auf meinem Bankkonto gutgeschrieben worden. 

Daraufhin habe ich die letzen 1000€ Guthaben zur Auszahlung gebracht, diese wurde am 06.06.22 genehmigt und ist ebenfalls noch nicht auf meinem Bankkonto gutgeschrieben.

Dear Tomi85,

I will escalate your issue once again just now with our finance dept. Sorry for making you waiting.

Best Regards,

Wild Pharao Support Team

Thank you for your updates.

Dear Wild Pharao Casino Team,

Could you please inform us about any news, once you receive information from the finance department?

Still no receipt of money...

incredibly soon 3 months have passed to pay out my money.

Bislang immer noch kein Geldeingang…

unglaublich bald 3 Monate vergangen um mein Geld auszuzahlen.

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.

Furthermore, 2000€ approved withdrawal did not appear in my bank account

Weiterhin sind 2000€ genehmigte Auszahlung, nicht auf meinem Bankkonto erschienen

Dear Tomi85,

Unfortunately, since we have not received any response from the casino regarding the issue for a long time, 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. But, I will amend the disputed amount to €2,000, according to the last 2 unprocessed withdrawals.

There is one more option how you can try to resolve your issue or speed up the process - I recommend you to contact the gaming authority the casino is regulated by (Curacao) and submit a complaint directly to the regulator.

In case of any questions or news from the regulator, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime and I believe it will use this option in the near future.

Best regards,

Branislav, Casino.Guru