Wild Pharao Casino - プレイヤーの撤退は遅れています。

Hello,

My payout has been processed (confirmed) since May 5th, 2022 and is said to have been paid out. To date I have not received any money. They can't help me in the live chat and blame it on the war in Ukraine. And no one answers the email. I'm supposed to be patient, that money is on the way. But for 14 days? I can not imagine that.

Hallo,

Seit dem 05.05.2022 ist meine Auszahlung auf Processed (bestätigt) und wurde angeblich auch ausgezahlt. Ich habe bis heute kein Geld erhalten. Im Live Chat kann man mir nicht Helfen und schiebt es auf den Krieg in der Ukraine. Und die E-Mail antwortet keiner. Ich soll mich angeblich weiter gedulden, dass Geld sei unterwegs. Aber seit 14 Tagen? Das kann ich mir nicht vorstellen.

Dear Christian,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

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 be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello,

this is my first payout. I am also successfully verified and the payout has also been confirmed. Live support tells me that they are not responsible for this and blame it on the Ukraine conflict. Unfortunately, no one replies to my emails. I started out with €1000, then was told I was only entitled to €800. These were confirmed as a payout and the €200 simply disappeared. Until today unfortunately no 800€ arrived on the account.

Hallo,

das ist meine erste Auszahlung. Ich bin auch erfolgreich verifiziert und die Auszahlung wurde auch bestätigt. Der Live Support sagt mir das Sie dafür nicht zuständig sind und schieben es auf den Ukraine Konflikt. Auf die E-Mails antwortet mir leider keiner. Ich hatte am Anfang 1000€, dann wurde mir gesagt, dass mir nur 800€ zustehen würden. Diese wurden als Auszahlung bestätigt und die 200€ waren einfach verschwunden. Bis heute leider keine 800€ auf dem Konto angekommen.

Thank you for your reply, Christian. Could you please advise whether you have accumulated your winnings with or without an active bonus?

Without a bonus 😊

Ohne Bonus 😊

Thank you very much Christian 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.

Hello, Christian,

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 completely processed yet, and what is the estimated time frame for processing the payment?

Thank you in advance for providing the information.

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.

No one really seems to be in touch here, hm.

Hier scheint sich niemand wirklich zu melden, hm.

Dear Christian,

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

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.

Best Regards,

WildPharao Support Team

Dear WildPharao Support Team,

Could you please share with us the mentioned proof of payment?

So far no money has arrived.

Bis jetzt ist kein Geld angekommen.

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.

Dear Christian,

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.

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