Wild Pharao Casino - A retirada do jogador foi adiada.

Hi there,

I won €7000 at the casino. €2000 has been canceled due to bonus terms. Deposited €100 and max win was 50x deposit. All of that is understandable. Of my €5000 winnings, €1000 have already been paid out to me. Since a maximum of €1000 per week or day can be paid out in the casino, you have to repeatedly request €1000 in the payout. I did that with the second €1000 more than 2 weeks ago. I'm only stalled in the live chat and I get no answer to my emails. How should I proceed.

Thank you in advance

Kind regards

Thomas

Hallo,

ich habe bei dem Casino 7000€ gewonnen. 2000€ wurden gestrichen wegen den Bonusbedingungen. Hatte 100€ eingezahlt und der maximale Gewinn war bei 50xEinzahlung. Das ist auch alles nachvollziehbar. Von meinen 5000€ Gewinn wurden mir bereits 1000€ ausgezahlt. Da in dem Casino maximal 1000€ pro Woche oder Tag ausgezahlt werden können muss man immer wieder 1000€ neu in der Auszahlung beantragen. Das habe ich jetzt mit den zweiten 1000€ vor über 2 Wochen getan. Werde im Live-Chat nur hingehalten und auf meine Mails bekomme ich keine Antwort. Wie soll ich weiter vorgehen.

vielen Dank vorab

Mit freundlichen Grüßen

Thomas

Dear thomasweichlein,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your first installment has been received already?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Knowing that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

The first installment got to me. But I've been waiting for my second installment ever since. So far nothing has happened. I hope it doesn't take that long at every installment. I'll be busy with the payment until 2023.

Die erste Rate kam bei mir an. Aber ich warte seitdem auf meine zweite Rate. Bis jetzt hat sich immer noch nichts getan. Ich hoffe dass nicht bei es nicht bei jeder Rate so lange dauert. Da bin ich ja bis 2023 mit der Auszahlung beschäftigt.

Could you please advise when was the first payout received? Thank you very much.

Am 27.01.2022

Thank you very much, thomasweichlein, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello thomasweichlein,

I looked at your complaint and will do my best to help you. I would like to invite Wild Pharao Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

hi please note payment has been sent

Dear thomasweichlein,

did you receive your winnings, please?

I have now kept the €1000 for the second time and applied for the next €1000. I'm curious if it will take as long as the first two times.

Ich habe die jetzt das zweite mal 1000€ behalten und die nächsten 1000€ beantragt. Ich bin gespannt, ob das wieder so lange dauert wie bei den ersten beiden Mal.

Dear thomasweichlein,

let me know when you'll receive the next payment, please.

I will do that. So far nothing has happened.

Das werde ich machen. Bisher ist noch nichts passiert.

Dear Casino, what is the problem now, please?

Still unchanged 🙈

Noch immer unverändert 🙈

We would like to ask the 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’.

Dear thomasweichlein,

I'm forced to close the complaint as unresolved but first I want to ask you what amount have you received from the Casino and what amount is missing, please? (I need to adjust the disputed amount)

Unfortunately, I didn't receive a response from the player and I'm forced to close this complaint as unresolved. I didn't change the disputed amount because I'm not sure how much the player already received from Casino.

Dear thomasweichlein,

you can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

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.

The Casino can ask to reopen this complaint anytime.