Wild Pharao Casino - A retirada do jogador foi adiada.

Hello

I withdrawal 500 euros from the casino on date 03 of May and i still haven't received my money.

I tried to ask about it on the live chat but they still saying that they can tell be where the money is, hust that they send the money i for further information to email them. I tried to ask some documentation about the transfer on email but nobody responded.

It's pretty annoying because it's been ofer 2 weeks now.

Thank you

Dear Adrian,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Could you please confirm that you have successfully passed the KYC verification?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, 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

Hi.

Yes my account is verified.

It's my first withdraw

Attached you have a conversation about that and about my withdrawal and as you can see when i ask about the withdrawal they close the conversation.

Christina from the chat is very rude as you can see. And it's not the first time.

Thank you

Thank you for your reply, Adrian. Have you accumulated your winnings with or without an active bonus, please? Approximately how long (to the best of your knowledge) has this withdrawal been marked as processed?

No, the winnings was accumulated from my money, without bonus.

I know exactly that the withdrawal was processed on the 06th of May. So 14 days ago now and 10 working days.

Thank you

Thank you very much Adrian for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas@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 Adrian,

I will assist you with the complaint from now on. I would like to ask representatives of Wild Pharao to join the conversation in order to help us resolve the issue with the withdrawal.

Wild Pharao, could you inform us what is causing the issue? Was the transaction sent from the payment provider to Adrian's bank account? Could you provide us with proof of payement?

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’.

I will really appreciate an answer. It's almost an month of waiting. Something is not ok.

Dear Adrian,

Thank you for letting us know about your problem. We are very sorry for the delay in this cashout. I will escalate this issue and come back to you asap.

Best Regards,

WildPharao Support Team

I hope you do. Today is a month from when the withdrawal was made. Thank you

Hey WildPharao, do you have any news?

Hello Adrian,

I apologize for the late reply.

As there has still been no further response from the casino, this complaint will now be closed as 'unresolved'.

I’m afraid there is not much that can be done without cooperation from its side.

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 react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend you to contact the alternative dispute resolution body https://eadr.org/eadr-form/ and submit a complaint to them. Let me know how they replied(tomas@casino.guru)

I hope you won’t come across a problem like this again.