Wild Pharao Casino - プレイヤーの撤退は遅れています。

Hello, I have the problem that I have 2 payouts (€900 and €500) at Wildpharao and I still have €600 on the account that I cannot pay out because the two payouts are still open. I requested the withdrawals on 2022-04-18 18:14:01 and 2022-04-21 01:56:11. I have already contacted the chat and they directed me to an email address. Unfortunately I do not receive a reply to my email. I am verified in the casino and have already paid out several times.

Hallo ich habe das Problem das ich bei Wildpharao 2 Auszahlungen (900€ und 500€) und noch 600€ auf dem Konto die ich nicht auszahlen kann da die beiden Auszahlungen noch offen sind. Die Auszahlungen haben ich am 2022-04-18 18:14:01 und 2022-04-21 01:56:11 beantragt. Ich habe bereits mit dem Chat kontakt aufgenommen die mich an eine E-Mail Adresse verwiesen haben. Leider erhalte ich auf meiner E-Mail keine Antwort. Im Casino bin ich verifiziert ich habe bereits mehrfach ausgezahlt.

Dear Marco1409,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawals. Do I understand correctly that your payments are still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only? Were your winnings accumulated with or without an active bonus?

It’s quite usual for withdrawals 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. Assuming that you have completed KYC verification successfully and had your withdrawals approved, I truly believe it’s only a matter of time before you’ll receive them.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

PS: Could you please confirm that you have received winnings from your previous complaint?

Hello Petronela,

I have two payouts that are not processed by the casino but have already been requested by me and I still have one payout in my wallet because I cannot request any further payouts due to the open payouts.

1. €900 was accumulated with a bonus and wagered through.
2. €500 was a raw deposit.
3. €600 was raw deposit.

1 and 2 are requested but not processed by the casino.

3 is in the wallet and cannot be paid out because the other two payouts have been requested.

KYC verification is complete.

Kind regards

Marco S*******

Hallo Petronela,

ich habe zwei Auszahlungen die vom Casion nicht bearbeitet werden aber bereits von mir beantragt sind und eine Auszahlung habe ich noch in der Wallet weil ich aufgrund der offnen Auszahlungen keine weitere Auszahlung beantragen kann.

1. 900 € wurden mit einem Bonus angesammelt und durch gewagert.
2. 500€ war eine Raw Einzahlung.
3. 600€ war Raw Einzahlung.

1 und 2 sind beantragt werden aber vom Casino nicht bearbeitet.

3 ist in der wallet und kann nicht ausgezahlt werden da die anderen beiden Auszahlungen beantragt sind.

Die KYC- Verifizierung ist abgeschlossen.

Mit freundlichen Grüßen

Marco S*******

The money from my previous complaint was paid to me after I opened a complaint here.

Das Geld aus meiner Vorhergingen Beschwerde wurde mir ausgezahlt nach dem ich hier einen Beschwerde eröffnet habe.

Thank you very much, Marco1409, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam (viliam.v@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 Marco1409,

I looked at your complaint and will do my best to help you. I would like to invite Wild Pharao Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

We would like to ask the 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’.

Dear Marco1409,

As far I can see withdrawal was processed. Did you already get the money?

Best Regards,

WildPharao Support Team

Hello Wild Pharaoh,

unfortunately the money has not yet been received.

I have not yet received the email confirming the payment.

Kind regards

Marco

Hallo Wild Pharao,

leider ist das Geld bisher nicht eingegangen.

Die E-Mail mit einer Bestätigung der Auszahlung habe ich bisher auch nicht erhalten.

Mit freundlichen Grüßen

Marco

Dear Marco1409,

Thank you for letting us know about your problem. We are very sorry for the delay in this cashout. 

I will escalate this issue and come back to you asap.

Best regards,

WildPharao Support Team

Unfortunately, no money has arrived in my account until today. In the chat I am only put off so that I should wait. In my account I could see that the money is gone and a bank transfer would take a day or two. The chat cannot speed up the payout as you have no control over the bank.

Leider ist bis heute immer noch kein Geld auf meinem Konto angekommen. Im Chat werde ich nur vertröstet damit das ich doch warten soll. In meinem Account könnte ich einsehen das dass Geld weg ist und eine Banküberweisung ein - zwei Tage dauern würde. Der Chat könne die Auszahlung nicht beschleunigen da Sie keinen Einfluss auf die Bank haben.

We would like to ask the 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’.

Unfortunately, Wild Pharaoh still hasn't responded. In the chat I only get the feedback that my money has been paid out and that I should send an e-mail. I've sent a number of emails with a read confirmation and I don't even get a read confirmation, let alone a response.

Leider kommt von Wild Pharao immer noch keine Rückmeldung. Im Chat bekomme ich nur die Rückmeldung mein Geld sei ausgezahlt und ich solle eine E-Mail senden. Ich habe etliche E-Mails mit lese Bestätigung gesendet und bekomme nicht mal eine Lesebestätigung geschweige denn eine Rückmeldung.

I apologize, but since we haven’t received any explanation and valid evidence from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.