Wild Pharao Casino - プレイヤーの資金がアカウントから消えました。

I made a deposit and got through well because the wager hit in a few games and then won 62 k at wantend duel bonus

After a few hours the money was 74k out of my account

I asked where the money was, they said they couldn't see the money, fortunately I took a picture of the balance

They said they would take care of it and report it by email

Habe eingezahlt bin auch gut durch denn wager gekommen habe in paar Spiele nach denn wager gehitet und habe dann 62 k bei wantend duel bonus gewonnen

Nach paar Stunden wahr das geld 74 k von mein Konto weg

Ich habe nachgefragt wo das Geld wäre die meinten die sehen das Geld nicht zum Glück habe ich ein Bild von der Balance gemacht

Darauf meinten die das sich sich darum kümmern und per Email melden

Dear Oksana,

Thank you very much for submitting your complaint and forwarding all the relevant screenshots. I’m sorry to hear about your problem. Could you please forward your game history to petronela.k@casino.guru? Please indicate the exact date and time of the incident. Which bonus you have activated, please?

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

Thank you very much, Oksana, for the forwarded screenshots. I have checked the general bonus terms and conditions and this is what I found (here):

"GENERAL BONUS TERMS AND CONDITIONS

...

12.Until the play through requirements have been met, the maximum bet that is allowed to be placed is 5 EUR/USD/CAD/AUD/NZD/USDT, 10 BRL, 50 NOK, 0.01 BCH, 0.01 ETH, 200 Dogecoin, 0.1 LTC, 20 PLN or 300 RUB. When it comes to Bitcoin players the maximum bet is 1 mBTC. This includes double up wagers after the game round has been completed, for example, wagering winnings from X game round on red/black, and also in-game bonus features that can be purchased."

Could you please advise if you are aware of placing any bets greater than the allowed ones while completing the bonus wagering?

Additional comments from the player:

"Hello

I have not played more than 5 euros in Bonus. That was after the end of the bonus, when I was already done with the wager"

Additional comments from the player:

"Hallo

Ich habe in Bonus nicht über 5 Euro gespielt. das war nach denn bonus Ende wo ich denn wager schon durch war"

Thank you for the email. In regard to the accusation of multiple accounts, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? 

Additional comments from the player:

"Hello

Yes, my ex-wife has an account from wild pharao, of course I'm also at her house because we have children, but we don't live together in a household, we are separated and I have also submitted the address to wild pharao

I don't know if neighbors play there too"

Additional comments from the player:

"Hallo

Ja meine Ex Frau hat ein Konto von wild pharao ich bin natürlich auch bei ihr zuhause mal wegen denn Kinder wir leben aber nicht zusammen in ein Haushalt wir sind getrennt und das habe ich auch die Adresse nachweisen bei wild pharao eingereicht 

Ob Nachbar da auch spielen weiß ich nicht"

Thank you, Oksana, for your email. Could you please forward your game history and advise if your account has been successfully verified in the past?

Additional comments from the player:

"Hi

No, they haven't confirmed the account yet, they already have the documents and that's what I found under game history"

Additional comments from the player:

"Hallo

Nein das Konto haben die noch nicht bestätigt die Dokumente haben die schon und das ist das was ich unter spiel Verlauf gefunden habe"

Dear Oksana,

From those few screenshots of your game history, it is obvious that you have placed several bets greater than the allowed ones. I am very sorry but if that's the case, we won't be able to help you.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Additional comments from the player:

"Hi

No the screenshots I sent you are deposits not wagers

I have nothing from game history

The screenshots are only the deposits not the game bets

okasana"

Additional comments from the player:

"Hallo

Nein die Screenshots was ich ihnen geschickt habe sind sie Einzahlungen nicht die wett Einsätze 

Von spiel Verlauf habe ich nix

Die Screenshots sind nur die Einzahlungen nicht die spiel wetten 

okasana"

Could you please request and forward your game history?

Additional comments from the player:

"Hi

I don't have your game history and I can't request it because I would be blocked from chat and the wild pharao staff just won't answer"

Additional comments from the player:

"Hallo

Dir spielverlauf habe ich nicht und kann die auch nicht anfordern weil ich von chat gesperrt würde und die Mitarbeiter von wild pharao nur nicht antworten"

Dear Oksana,

Please send an email to info@wildpharao.com requesting your game history and CC me in the copy. Thank you very much for your cooperation.

Thank you very much, Oksana, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.  

Hi Oksana,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Wild Pharao Casino to the conversation to participate in the resolution of this complaint.

Hello dear Wild Pharaoh

I don't know the accounts and I didn't create them, the only thing I can say is that my wife has an account with you, but we don't live in the same household, I can prove that.

Everyone uses the bonus code and I've never heard that it's not allowed to be used. I even got a note from the streamer with the bonus codes and I was 100 percent assured that it would work

Hallo Liebe Wild Pharao

Ich kenne die Accounts nicht und habe die auch nicht erstellt das einzige was ich sagen kann das meine frau ein account bei ihnen hat aber wir leben nicht in ein gemeinsamen Haushalt das kann ich auch nachweisen.

Das mit denn bonus code die benutz jeder und habe noch nie gehört das die nicht benutzt werden dürfen habe sogar von Streamer ein Zettel mit denn bonus Codes bekommen und mir würde zu 100 Prozent versichert das es geht

Hello Wild Pharaoh

I think it's a shame that it turned out like this I've heard several times that larger winnings from you would be deleted I'm not the only one that's a real shame because I like your casino and like to play on it

Maybe we and some can and come to a solution together

Hallo Wild Pharao

Ich finde es schade das es so ausgeht ich habe schon mehrere mal gehört das größere Gewinne von ihnen gelöscht würden bin nicht der einzige das ist echt schade weil ich mag ihr casino und spiele gerne drauf

Vielleicht können wir und einige und kommen zusammen zu einer Lösung

I can even send screenshots with the note I received

Ich kann sogar denn Screenshots schicken mit denn Zettel denn ich bekomme habe

Hi all,

Thank you for your replies.

Dear Wild Pharao Casino team,

Could you please send more detailed evidence to my email address (peter.m@casino.guru)? All sensitive information can be blurred out. What exactly is the multiple-account accusation based on? Same name, date of birth, address, device, IP match? Thank you in advance.

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.

Hi

I am also eagerly awaiting the response from the casino

I am 100 percent sure that the accounts do not belong to me

Hallo

Ich warte auch gespannt auf die Antwort von denn casino

Ich bin mir zu 100 Prozent sicher das die Accounts nicht zu mir gehören

Hi Oksana,

Unfortunately, the casino stopped responding entirely and didn't provide additional evidence to support its claims. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Curacao Gaming Authority and submit a complaint here: http://www.gaming-curacao.com/. Gaming authorities have better options and tools to help players, especially in cases like this one. Please let me know if you need help with filling the form or how the authority responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.

Best regards,

Peter