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Golden Pharaoh Casino - After 2 and a half Months they do not pay my winning funds (still on awaiting )

I joined Golden pharaoh casino on 20 November 2023 and after verifying process,I deposited the amount of money for gambling through instant banking method and never used bonus, after finishing my game ,they asked me to verifying again in order to transfer money to my bank account and I submitted all the necessary documents ,And all my personal documents were re-approved by them and on 22 November 2023, i requsted to withdraw 3010 Euro to my bank account (the same account as i deposited )

After 2 and a half Months have passed since i have tried to withdraw my winning funds and after many chats to find out the exact date of Withdrawal of money, golden pharaoh customer support repeatedly told me between 7 and 21 working days but still my status is on pending (Awaiting ) And I have not received any convincing response from financial department and golden pharaoh casino and i should mention that i have all screenshots of playing and my winning ,payment history and balance besides chat history and saved emails

and gamescreen records . ( I Played Only Live casino baccarat on vivo gaming Provider )

I hope this issue will be investigated and resolved as soon as possible because i have waited long enough for that , and I humbly request them several times to transfer my winning funds to my bank account they did not reply my mails at all i have more than 20 times 

spoke them in live chat very politely but it seems they are not going to transfer my funds please help me

sincerely yours ,

Seyed M**** K***** F*******

Dear farshchi,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

• Do I understand correctly that the withdrawal is still pending inside your account without being processed?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only?
• If there's any relevant communication, please forward it to petronela.k@casino.guru.

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but one month is an unusually long time.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Petronela,

first of all I greatly appreciate your prompt reply and your support and help for considering my request , In response to your questions in order , Yes that's true the withdrawal is still pending inside my account without being processed.( it is mentioned on the website up to 48 hours after the Withdrawal request they sent me a notification message that the withdrawal process will take between 7 and 21 working days)

They didn't giving any special advice , just a repeated sentence

They have told me that they have no influence on financial department and they can not telling the exact date and the only

 thing they used to say after every two or three weeks: " Don't worry we have sent a reminder to the financial department And you will soon receive your money".

after all my Numerous requests, I asked them to let me personally

 talk to the financial department, they said it is not possible and

 they will send me an email if they have updated my case but

From the way of their repeating words and avoiding to specify

 the exact date of sending my money seems that they are wasting

time to make me tired and stop me for receiving my winning funds

I will do my best to get my money and my reaction to those who

intend to defraud me will be very serious and goldenpharaoh will

be prosecuted .

in my opinion there is no internal casino system issue, or it’s related to my account only , for more information please check their TRUSTPILOT and as you mentioned i will forward you all

relevant communication with goldenpharoah.bet

Sincerely yours ,

SM.K***** F*******

​

I'm sorry for the late reply. Thank you very much, farshchi, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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 in the near future.  

Dear farshchi,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite GoldenPharaoh Casino representative to join this conversation.

Dear GoldenPharaoh Casino,

Could you please provide more information about this case?

Thank you in advance,

Mirka

Hello Dear Mirka , 

Thank you so much for your support and assisting me during my complaint case process.Thank you for your consideration.

 during these days and even today after talking to goldenpharoah 

The support live chat again they sent me the same clichéd and repeated sentences without any logical and convincing explanation

I look forward to receiving my money with your help.

sincerely yours,

SM.K**** F******

We would like to ask the 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 may negatively affect its rating.

Dear Mirka ,

After three months(From :22.11.2024 Date of my first withdrawal) passed and my continuous conversations with Golden Faraoh employees Without any positive and logical results TODAY( 22th Feb 2024) my withdrawal request was canceled and my winning funds i had requested for withdrawal, it was canceled automatically and again 3010 Euro was placed in my player account balance .

 I chatted more than 3 times with the customer service department and they advised me to make a request to withdraw funds again and instead of apologizing, they closed the chat every time without explanation.

I decided to withdraw the money, so I made a request to withdrawal, (even though I really don't have any faith in them But I will put all my energy into this work until see my money in my bank account), today first i chose the SEPA system for money transfer, but after a few minutes I thought not let them to begin make a new excuses again , so I canceled and made a withdrawal request again and I didn't receive any email from them.  It would be of great assistance if you could kindly keep my case would be opend because they are trying to bore everyone with the ignoring them 

I am thankful for your consideration in this regard

sincerely yours,

SM.****** F****** 

Dear Mirka ,

I am sending you another message before receiving any reply and want to apologize for that , unfortunately in the text of my yesteday's message i mistyped the date of my first withdrawal request , i would like to correct it , my first withdrawal requset was 22.11.2023 and after 3 months it was canceled automatically on 22.02.2024 i made a new withdrawal requset 

sincerely yours,

SM.K***** F******

Dear farshchi,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Mirka

We’ve reopened this complaint at the request of farshchi. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear farshchi,

could you please clarify, on which date you received the withdrawal confirmation that you sent me via e-mail?

Thank you.

After three months(From :22.11.2023 Date of my first withdrawal) passed and my continuous conversations with Golden Faraoh employees Without any positive and logical results on( 22th Feb 2024) my withdrawal request was canceled and my winning funds i had requested for withdrawal, it was canceled automatically and again 3010 Euro was placed in my player account balance .I withdrew again on the same day(22th Feb 2024 ) .

Now they have entered the online gambling market with a new name (Golden Genie.bet ) they have changed their name from Golden pharaoh into golden genie and their contact address is : support@goldengenie.bet

kind regards , 

SM.K***** F*****

Dear farshchi,

I'm not sure if I understand the following sentence correctly: "I withdrew again on the same day(22th Feb 2024 )" .

Does it mean, that your withdrawal has been successful, and you have received your withdrawal, or you just requested it?

Thank you for your clarification.

Dear Mirka,

Hello again, in order to clear up the misunderstanding in my previous post, I should correct my sentence , I meant that I've submitted my withdrawal request after 3 months one more time again on(22th Feb 2024 ) in order to transfer my winning funds into my bank account but I have never received any money from them into my bank account. After three months of waiting , my winning funds was automatically returned to my balance account in Golden pharaoh.bet therefore i have submitted withdrawal requset again and i have not received my winning funds at all , I appreciate your attention in reviewing the details and reopned my case and I am grateful for the time you invested in

kind regards , 

SM.K***** F*****

Dear farshchi,

Since there has been still no progress in the right direction, and we did not received any reply from them, there is, I am afraid, not much I can do at this time. That is why I am closing the complaint as 'unresolved' again. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Mirka