Wild Pharao Casino - A retirada do jogador foi adiada.

Dear Sir or Madam

My problem that I have had for a long time is a pending payout at the online casino Wild Pharaoh. I submitted a withdrawal request on 05/11/2022 which, after several requests, was finally approved on 05/26/2022. Unfortunately I have not received the 500 € until today. My account is verified and according to Wild Pharaoh's terms and conditions, a payout can take between 3 to 5 business days. I won €100 credit to the casino in a streamer on Twitch (Slotheroez). The €100 had a wagering requirement of 1x and a max cashout of 5x with no strings attached. Since the payment confirmation is now more than 2 weeks ago and I still do not have my winnings of 500 € in my account after repeated requests and I am always put off by email, I turn to you. I hope that you can help me further.

My username from Online Casino Wild Pharaoh is: N***HSV. My registered email address is: d***77@gmail.com

For further questions I am at your disposal under the specified email.

Kind regards

Kai H***

Sehr geehrte Damen und Herren

Mein Problem das ich seit längem habe ist eine ausstehende Auszahlung im Online-Casino Wild Pharao. Ich habe am 11.05.2022 eine Auszahlungsanfrage gestellt, die nach mehreren Nachfragen am 26.05.2022 endgültig genehmigt wurde. Nur leider habe ich die 500€ bis heute nicht erhalten. Mein Konto ist Verifiziert und laut den AGB´s von Wild Pharao kann eine Auszahlung zwischen 3 bis 5 Werktage dauern. Ich habe 100€ Guthaben für das Casino in einem Streamer bei Twitch (Slotheroez) gewonnen. Die 100€ hatten eine Umsatzbedingung von 1x und eine max. Auszahlung von 5x ohne weitere Bedingungen. Da die Auszahlungsbestätigung nun mehr als 2 Wochen her ist und ich nach mehrmaligem Nachfragen meinen Gewinn von 500 € immer noch nicht auf meinem Konto habe und ich per Email immer vertröstet werde wende ich mich an Sie. Ich hoffe das Sie mir weiter helfen können.

Mein Benutzername vom Online Casino Wild Pharaoh lautet: N***HSV. Meine registrierte E-Mail-Adresse lautet: d***77@gmail.com

Für weitere fragen stehe ich Ihnen unter der angegebenden Email zur Verfühgung. 

Mit freundlichen Grüßen 

Kai H***

Dear Kaischinator,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that this was your first withdrawal attempt?

Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

There is my current status, if I understand correctly the payout should be marked as processed. And yes, I had already made deposits quite often, but the withdrawal request from May 11, 2022 was my first, which means if I get the withdrawal, it will also be my first withdrawal. Kind regards

Kai H***

Da ist mein aktueller Status, wenn ich es richtig deute soll die Auszahlung als verarbeitet markiert sein. Und ja ich hatte zwar schon des öfteren Einzahlungen gemacht aber die Auszahlungsanfrage vom 11.05.2022 war meine erste, heißt wenn ich die Auszahlung bekomme wird es auch meine erste Auszahlung sein. Mit freundlichen Grüßen

Kai H***

Do you need anything else or is that enough? Since I didn't get an answer, I prefer to ask again. 😉

Brauchen Sie nun noch etwas oder reicht es so? Da ich keine Antwort bekommen habe, frage ich nochmal lieber nach. 😉

Thank you very much for your reply, Kaischinator. Before we move forward with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.

Hello, I wrote to the given email.

Unfortunately I didn't have much left, but I hope it's enough.

If you still need anything, just get in touch.

LG

Hallo, habe an die angegebene Email geschrieben.

Leider habe ich nicht mehr viel gehabt, hoffe aber das es reicht.

Wenn noch wenn sie noch was brauchen, dann melden sie sich einfach.

LG

Thank you very much Kaischinator for your reply. I will now transfer your complaint to my colleague Natalia (natalia.b@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.

Thank you, will Natalia get in touch with me or do I have to do something else? LG

Danke Ihnen, wird Natalia sich bei mir melden oder muss ich noch was machen? LG

Hi Kaischinator,

I've just reviewed your case and fully understand your concerns about the payout delay. In order to help you with this, I'll contact the casino.

I'd like to invite a representative from Wild Pharao casino to join the conversation and take part in the resolution of this complaint. Can you please share more information regarding the case? Are there any reasons for the player's withdrawal request to not be paid out after three weeks?

Best regards,

Natalia

I'd kindly like to ask the Wild Pharao Casino to reply to this complaint. We are extending the timer by 7 more days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hi Kaischinator,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

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

Regards,

Natalia