Wild Pharao Casino - 選手の退会が遅れました。

I have applied to the casino to pay out the EUR 130.

There is a "History" section on the site. In this, the type was set to "withdraw" the category with the option to cancel the payout.

Verification was requested by email on June 4th, 2022.

I did the verification on June 4th, 2022.

I then waited about 8 days and then asked several times.

At the beginning, my inquiries were answered from time to time.

I then received the email on June 15, 2022 with the following content:

"Withdrawal accepted

Dear User, we are happy to confirm that your withdrawal was accepted.

Depending on the Withdrawal Method it might take up to 2-3 Business days until you receive it.

yours"

In the history, the type remained on "withdraw" but now the category was "processed".

Although it says processed now, the money was never transferred to me, and that was almost 2 months ago.

My emails always go unanswered.

I was still in the chat once when a Peter gave a stupid, impolite answer. Since then I can't use the chat anymore (apparently I'm blocked).

I don't understand that because, unlike the support staff, I was always polite and correct.

I ask you to investigate my complaint.

With kind regards

Max

Ich habe bei dem Casino die Auszahlung der EUR 130.- beantragt.

Es gibt bei der Seite eine Rubrik "History". In dieser wurde der Typ auf "zurückziehen" gestellt die Kategorie mit der Möglichkeit die Auszahlung zu stornieren.

Am 04.06.2022 wurde per Mail die Verifikation verlangt.

Am 04.06.2022 habe ich die Verifikation gemacht.

Ich habe dann ca. 8 Tage gewartet und anschliessend mehrmals nachgefragt.

Zu Beginn wurde noch ab und zu auf meine Anfragen geantwortet.

Ich habe dann am 15.06.2022 das Mail mit folgenden Inhalt erhalten:

"Withdrawal accepted

Dear User, we are happy to confirm that your withdrawal was accepted.

Depending on the Withdrawal Method it might take up to 2-3 Business days until you receive it.

Yours"

In der History blieb der Typ auf "zurückziehen" aber nun stand bei der Kategorie "verarbeitet".

Obwohl nun verarbeitet steht wurde mir das Geld nie überwiesen, und das ist schon fast 2 Monate her.

Meine Mails bleiben nun immer unbeantwortet.

Einmal war ich noch im Chat, da hat ein Peter eine dumme, unhöfliche Antwort gegeben. Seither kann ich den Chat nicht mehr benutzen (offenbar bin ich gesperrt).

Verstehen tu ich das nicht, da ich im Gegensatz zu den Supportmitarbeitern immer höflich und korrekt war.

Ich bitte Sie meiner Beschwerde nachzugehen.

Freundliche Grüsse

Max

Dear gmonop25,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your withdrawal is still pending inside your account without being processed? Have you been given any explanation of what caused the delay? 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, but two months is an unusually long time.

However, I hope that you will receive your winnings eventually. Thank you in advance for your reply.

Best regards,

Petronela

Hello Petronela

As described, I received the email on June 15th, 2022 that my payout was approved and I will receive the money within 2-3 business days.

The money was never transferred.

The win was earned without claiming a bonus.

Since the promise that my withdrawal was approved, I have never received a reply to my emails.

With kind regards

gmonop25

Hallo Petronela

Wie beschrieben habe ich am 15.06.2022 das Mail erhalten, dass meine Auszahlung genehmigt sei und ich das Geld innerhalb 2-3 Business days erhalte.

Das Geld wurde nie überwiesen.

Der Gewinn wurde ohne Inanspruchnahme eines Bonus erspielt.

Seit der Zusage, dass meine Auszahlung genehmigt sei, habe ich nie mehr eine Antwort auf meine Mails erhalten.

Freundliche Grüsse

gmonop25

Dear gmonop25,

Unfortunately, I would like to inform you that since this casino has 15+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, it seems to be a common practice of Wild Pharao Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate. We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Wild Pharao Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.