Wild Pharao Casino - A retirada do jogador está atrasada.

At the end of October I made a deposit of 150 EUR and got a welcome bonus of 200%.

Finish the wage with a real balance of 20,803 EUR.

On 10/24 I requested my first withdrawal of 1,000 EUR (since there is a limit of 1,000 euros per day) and sent my documentation for the KYC.

On 3/11 my account was validated and I received those 1,000 EUR.

On 11/4 I requested the next 1,000 EUR and today I did not receive that money.

I spoke to the support live chat but they cannot give me a solution as they are technical support for the games. They told me to send an email to payments@wildpharao.com

I sent 3 emails (November 11th, 16th and 24th) and got no response.

Could you please help me with this? Thank you, seriously!

A fines de Octubre hice un deposito de 150 EUR y obtuve un bono de bienvenida del 200%.

Termine el wage con un saldo real de 20.803 EUR.

El 24/10 solicite mi primer retiro de 1.000 EUR (ya que hay un limite de mil euros por dia) y envie mi documentacion para el KYC.

El 3/11 me validaron la cuenta y recibi esos 1.000 EUR.

El 4/11 solicito los siguientes 1.000 EUR y a dia de hoy no recibi ese dinero.

Hable con el chat en vivo de soporte pero ellos no pueden darme una solución ya que son soporte técnico de los juegos. Me dijeron que mande un mail a payments@wildpharao.com

Envié 3 mails (el 11, 16 y 24 de Noviembre) y no obtuve respuesta.

Podrían por favor ayudarme con esto? Muchas gracias en serio!

Hello franco,

Thank you very much for submitting your complaint and I'm sorry to hear about your issue with Wild Pharao Casino.

Allow me to ask you a few more question before we would move forward.

When was the last time the casino responded to you? Did you deposit, played any game or used any other bonus since your first successful withdrawal?

It might be possible that due your high winnings, the casino did or doing a double check if everything was right. It is a common procedure in many casinos.

Looking forward to your answer.

Regards,

Nick

Hello!! The last time the casino responded to me was on 3/11 with the email that my account was verified and the email that my withdrawal of 1,000 EUR was approved.

After that, I never got any other messages ... not even asking for more documentation for a double check.

Since my first successful withdrawal, I did not play again as it was in my plans to withdraw more than 1,000 EUR.

Thank you very much for your reply.

Hola!! La ultima vez que el casino me respondió fue el 3/11 con el mail de que mi cuenta estaba verificada y el mail que mi retiro de 1.000 EUR fue aprobado.

Luego de eso, nunca mas obtuve ningun otro mensaje... ni siquiera pidiendome mas documentacion para un doble chequeo.

Desde mi primer retiro exitoso, no volvi a jugar ya que estaba en mis planes retirar una parte mayor a 1.000 EUR.

Muchas gracias por su respuesta.

Thank you franco for providing additional information regarding the case. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck in resolving it.

Regards,

Nick

Hello franco,

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 representative to join this conversation and participate in the resolution of this complaint.

Dear Wild Pharao Casino, could you please state the reason why the player's withdrawal has not yet been processed and when can he expect the payment?

Thank you in advance for providing the information.

Hi, sorry for the delay the money will be with u shortly

Dear franco,

We would appreciate it a lot if you could keep us updated and let us know when the payment is received.

Thank you and I am looking forward to hearing from you.

Dear Branislav,

Thank you very much for your help. I have received the second payment of 1,000 EUR!

And I think it was thanks to you ... Thank you very much.

Now I will request the next withdrawal of 1,000 EUR, I hope that it is not necessary to turn to you again (I still have an outstanding balance of approximately 18,800 EUR to collect)

Keep in touch. And I keep them updated.

Thanks!

Querido Branislav,

Muchísimas gracias por tu ayuda. He recibido el segundo pago de 1.000 EUR !

Y creo que fue gracias a ustedes... Muchas gracias.

Ahora solicitare el próximo retiro de 1.000 EUR, espero que no sea necesario recurrir a ustedes nuevamente (aun tengo un saldo pendiente de 18.800 EUR aproximadamente por cobrar)

Nos mantenemos en contacto. Y los mantengo actualizados.

Gracias!

This is great news! Good to know we have moved somewhere.

Thank you, franco, for confirming your first received payments. We are here to help you anytime.

I will keep this complaint open. Please let us know when you receive another payment(s).

We would appreciate it a lot if you could regularly keep us updated.

Hi Branislav, thank you very much for all your help. I appreciate it.

As I told you before, I requested the next withdrawal but the payments team informed me that they no longer have Crypto available ...

Therefore, I must proceed to create an account in MiFinity to be able to request the rest of the money that corresponds to me. I have not yet verified this account, so I cannot request a withdrawal. I am waiting.

Without further ado, best regards.

Hola Branislav, muchas gracias por toda tu ayuda. Lo aprecio mucho.

Como te dije anteriormente, solicite el siguiente retiro pero el equipo de payments me informó que no tienen mas Crypto disponible...

Por lo tanto, debo proceder a crearme una cuenta en MiFinity para poder solicitar el resto del dinero que me corresponde. Todavia no me han verificado dicha cuenta, entonces no puedo solicitar el retiro. Estoy a la espera.

Sin mas, saludos cordiales.

Hello, franco,

do not worry, I will keep this complaint open and I will extend the timer until your confirmation about resolution. Please let us know when you receive another payment(s).

Dear Branislav,

I am pleased to inform you that I have received the withdrawal of 1,000 EUR through MiFinity today 12/15/2021.

Thank you very much again for your support!

I have already requested the next withdrawal, we will see how fluid they are with this MiFinity wallet.

So that you are updated with my situation, I have a balance of 16,803 EUR to withdraw.

If possible, I would like to keep this case open, in case a problem occurs ... At least until I finish collecting my balance.

Thank you very much and greetings!!

Estimado Branislav,

Tengo el agrado de informarte que he recibido el retiro de 1.000 EUR a traves de MiFinity el dia de hoy 15/12/2021.

Muchas gracias nuevamente por tu apoyo!

Ya he solicitado el siguiente retiro, veremos que tan fluidos son con esta billetera MiFinity.

Para que estes actualizado con mi situación, me queda un saldo de 16.803 EUR por retirar.

Si es posible, me gustaria mantener este caso abierto, en caso de que suceda un inconveniente... Por lo menos hasta finalizar el cobro de mi saldo.

Muchas gracias y saludos!!

Dear franco,

yes, sure, I will keep this complaint open and I will extend the timer regularly until your confirmation about resolution or in case of any problems occur. Please let us know when you receive another payment(s).

Thank you for keeping us updated.

Dear Branislav,

I have not yet received the money from the withdrawal I requested last week.

I do not understand the reason for the delay of these withdrawals as MiFinity is an instant wallet.

I would like WildPharao to make the withdrawals more fluid in my case, since I am wanting to withdraw the money from October 24 (2 months and I was able to withdraw only 3,000 EUR)

Greetings

Querido Branislav,

Todavia no he recibido el dinero del retiro que solicite la semana pasada.

No entiendo el motivo de la demora de estos retiros, ya que MiFinity es una billetera instantanea.

Me gustaria que WildPharao haga los retiros mas fluidos en mi caso, ya que estoy queriendo retirar el dinero desde el 24 de Octubre (2 meses y pude retirar solo 3.000 EUR)

Saludos

Dear Wild Pharao Casino team,

could you please state the reason why the player's withdrawals have not yet been completely processed, although he already created the MiFinity account for simplifying the process as the casino recommended to him and already has received some payment(s) via this payment method?

Thank you in advance for providing the information.

No response from WildPharao?

Sin respuesta de WildPharao?

hi, there have been sent another payment to you meanwhile

Hi, franco,

please keep us updated about any progress with next payments. I believe it is only a matter of time until the payments reach you.

Dear Wild Pharao Casino team,

thank you for providing the information and for your response.

Hello dears,

I just verified and I have received a payment ... what I do not understand is the delay of the same. Request the withdrawal on 12/15 and it has been made on 12/30, that is, 15 days ...

I have a balance of 16,800 EUR and if each withdrawal of 1,000 takes that many days, I will end up withdrawing all of it in 2023

hola estimados,

acabo de verificar y he recibido un pago... lo que no entiendo es la demora del mismo. Solicite el retiro el 15/12 y se ha efectuado el 30/12, es decir 15 dias...

tengo un saldo de 16.800 EUR y si cada retiro de 1.000 tarda esa cantidad de dias voy a terminar retirando la totalidad en el año 2023

Hello Branislav,

I have not received the next payment yet and 18 days have passed ... Request the withdrawal on December 19, 2021.

I don't understand why they take so long to process those payments? Since October 2021 I have been trying to withdraw my money.

Hola Branislav,

Todavia no he recibido el siguiente pago y han pasado 18 dias... Solicite el retiro el 19 de Diciembre 2021.

No entiendo porque demoran tanto en procesar esos pagos? Desde Octubre de 2021 que intento retirar mi dinero.

Hello, franco,

We also tried to contact the casino through various contacts, unfortunately, without success. This complaint seems to be the only possible way how to communicate with the casino.

Dear casino,

Given the long time that has elapsed since the player's first withdrawal request and other issues, please could you provide us with an update on what the player should do to get paid his winnings seamlessly and receive the full amount he has been trying to withdraw for more than two months? Is there any reason for the delayed payout?

Thank you in advance for providing the information.

Dear,

It is my pleasure to inform that I have just received the payment of 1,000 EUR that I requested on December 19, 2021 (22 days have passed).

Anyway I would like the casino to answer your question Branislav ...

In addition, for this case to remain open, I want to inform that the next withdrawal of 1,000 EUR I have requested on December 21, 2021, I am attentive to the collection of the same.

Thank you very much in advance.

Estimados,

Es de mi agrado informar que recién he recibido el pago de 1.000 EUR que solicité el día 19 de Diciembre 2021 (han pasado 22 dias).

De todos modos me gustaria que el casino responda a tu pregunta Branislav...

Ademas, para que este caso siga abierto, quiero informar que el retiro siguiente de 1.000 EUR lo he solicitado el dia 21 de Diciembre 2021, quedo atento al cobro del mismo.

Muchas gracias de antemano.

Dear franco,

Thank you very much for your update.

We are looking forward to hearing any information from the casino.

please note next payment has been sent

Dear,

I am pleased to report that I have received the following payment of 1,000 EUR requested on 12/21/2021.

I thank you both for your cooperation.

I want to clarify that I have a balance of 14,803 EUR so that they will have a record of the pending amount to be charged.

In addition, so that this case remains open, I want to inform that the next withdrawal of 1,000 EUR I have requested on December 23, 2021, I am attentive to the collection of the same.

Thank you very much in advance.

Estimados,

Tengo el agrado de informar que he recibido el siguiente pago de 1.000 EUR que solicite el 21/12/2021.

Agradesco a ambos por su cooperacion.

Quiero aclarar que tengo un balance de 14.803 EUR para que vayan teniendo un registro del monto a cobrar pendiente.

Ademas, para que este caso siga abierto, quiero informar que el retiro siguiente de 1.000 EUR lo he solicitado el dia 23 de Diciembre 2021, quedo atento al cobro del mismo.

Muchas gracias de antemano.

Hello, franco,

What great news! I am happy about the progress!

After all the complications that occurred during the issue solving, I will still monitor the case and extend the timer.

Thank you very much in advance for keeping us regularly updated.

Dear I have received another payment! I am still waiting for the rest to be collected... I am simply writing for information and for you to be updated on the matter. Thanks to both

Estimados he recibido otro pago! Sigo a la espera del cobro del resto… Simplemente escribo a modo informativo y que estén actualizados con el asunto. Gracias a ambos

Dear Branislav and Wildpharao,

I am writing this message for information and to keep you updated. I have received more payments! 🙂

I still have a balance of 10,803 EUR pending receivable.

I am attentive to the collection of the rest, I would like you to speed up the collection of what is missing.

Thank you both in advance

Estimado Branislav y Wildpharao,

Escribo este mensaje a modo informativo y mantenerlos actualizados.. he recibido mas pagos! 🙂

Aun me queda un saldo de 10.803 EUR pendiente por cobrar.

Quedo atento al cobro del resto, me gustaria por favor que aceleren el cobro de lo que falta.

Gracias a ambos de antemano

Dear,

I still have not received the payments that I requested several weeks ago. (30/12, 4/01, 10/01, 12/01)

Also, when I want to request a new withdrawal, it does not let me because I have supposedly reached my daily limit (which is an error because my last withdrawal request was on January 12, therefore, that "limit" is false) Attached error.

Estimados,

Aun no he recibido los pagos que he solicitado hace varias semanas. (30/12, 4/01, 10/01, 12/01)

Ademas cuando quiero requerir un nuevo retiro no me deja ya que supuestamente he alcanzado mi limite diario (la cual es error porque mi ultima solicitud de retiro fue el 12 de Enero, por lo tanto, ese "limite" es falso) Adjunto error.

Hello, franco,

I am sorry to hear that the whole process is dragging and I appreciate your patience a lot.

Dear Wild Pharao Casino Team,

Could you please specify the reason why the withdrawals are still not processed? Why franco cannot make new withdrawal requests? The player was very helpful and willing to cooperate, he created a new account for more fluent paying of his funds, as the casino required. We would appreciate it if you can intervene in the process and speed it up.

Thank you very much in advance for an update and your cooperation.

no answer from casino

We would like to ask Wild Pharao Casino to reply to this complaint, especially to my previous post. 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 franco,

In normal circumstances, we would close the case as „unresolved". Based on your previous request, I will hold it open.

Could you please provide us with an update on your issue? Is there any progress in requesting a new withdrawal(s)? Did you receive any of the previous payments?

hello branislav, unfortunately there was no response from the casino, no progress in the collections... I still have 10,008 EUR pending...

I have sent emails, spoken with support and nothing.

hola branislav, lamentablemente no hubo respuesta del casino, ni progreso en los cobros... aun me quedan 10.008 EUR pendientes...

he enviado mails, hablado con soporte y nada.

Hello,

I contacted the casino also outside this open thread again, but without any success. However, I have got a confirmation that the email was forwarded to the right person who knows about it.

We would like to ask Wild Pharao Casino to provide us with an update on this complaint and answers to my questions posted in my post from the 7th of February. We are extending the timer by another 7 days and providing the casino with a few days to reply based on the fact the casino usually cooperate in resolving complaints with us.

Please note if the casino fails to respond again, we will close the complaint as ‘unresolved’, which will have a negative impact on the casino's rating.

Greetings all,

Based on the information and request received from the casino via email, I am extending the timer by 7 days. I sincerely hope the casino will provide us with an update again soon. Otherwise, we will be forced to close the complaint as unresolved.

Dear franco,

In the meantime, please let us know once there is any progress in your issue.

Dear franco,

I am truly sorry, but 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.

As the last option, you can submit a complaint with the Gaming Curacao authority (Click here), via their contact form.

I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru

Greetings all,

The complaint was reopened based on the email received from the casino a few days ago:

"Dear franco,

Thank you for letting us know about your problem. I have escalated your payment issue and this will be processed in the next 3-5 working days to your Bank account.

We are very sorry for the delay in this cashout. We have been busy working to make our Cashout system better.

Best regards,

WildPharao Support Team"

Dear franco,

Can you please confirm you have already received your remaining funds?

Hello Branislav,

What good news that there was a response from the casino! I already gave it up for lost...

Unfortunately I have not received any payment since then. Attached test:

There are 4 requests pending collection which were requested on the following dates:

1- 12/30/2021

2- 04/01/2022

3- 01/10/2022

4- 01/12/2022

And I have stopped requesting withdrawals because I did not receive any response. Then I wait for instructions on how to proceed... to summarize I have 10,803 Eur left to collect.

Hola Branislav,

que buena noticia que hubo una respuesta del casino! ya lo daba por perdido...

lamentablemente no he recbido ningun pago desde entonces. Adjunto prueba:

Hay 4 solicitudes pendientes de cobro las cuales fueron solicitadas las siguientes fechas:

1- 30/12/2021

2- 04/01/2022

3- 10/01/2022

4- 12/01/2022

Y he dejado de solicitar withdrawals porque no recibia ninguna respuesta. Entonces espero instrucciones en como proceder... para resumir me quedan 10.803 Eur por cobrar.

Hello, franco,

Thank you for all information.

Dear Wild Pharao Casino Team,

Could you please provide us with an update on the player's issue? The payments have not been received yet.

What payment details did you use for processing the withdrawals, please?

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’.

And when I try to make a new withdrawal it always throws me this error: attached.

Y cuando intento realizar un nuevo retiro siempre me tira este error: adjunto.

Dear franco,

I am afraid we will be forced to close this complaint again as unresolved. The casino has not contacted me regarding your issue either outside this open thread.

Before I close it, let me please ask you a question.

Did you also submit a complaint directly to the regulator, as I recommended you?

No, could you tell me how to file a complaint with that regulator?

thank you branislav

no, me podrias decir como hacer una queja en ese regulador?

gracias branislav

Yes, sure, as I partially mentioned before, I recommend you to file a complaint with the gaming authority the casino is regulated by - Gaming Curacao. It is possible to file a complaint via the official website (http://www.gaming-curacao.com/) and using a "Contact" button or by sending your complaint to info@gaming-curacao.com. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed.

Unfortunately, since we have not received any response from the casino regarding the issue for a long time, and there is not any progress, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’ (again), which will influence the casino’s rating in a negative way.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again and the casino will contact you soon.

Once there is any news from the regulator, or you need help, please let me know at branislav.b@casino.guru.

The casino can reopen this complaint anytime. However, next time it will be reopened only based on the player's confirmation about the payment(s) receipt.

Best regards,

Branislav, Casino.Guru

Additional note:

Based on the information we received from the player, the complaint categorization has been updated.

The casino rejected the player’s withdrawals referring to a new rule about a maximum cashout of 50x of the last deposit amount. Even in the middle of April, when the casino requested a reopening of the complaint, there was not any mention of such a rule. However, if the casino complied with its Terms and Conditions, the player would withdraw his funds earlier than this rule was added to the casino's Terms and Conditions. The player received this information approximately 5 months after the casino successfully processed the last payment.