Wild Pharao Casino - O jogador não recebeu sua retirada.

Hello, everyone,

Unfortunately, I also came across this casino.

In summary, I deposited via Crypto and played normally and observed all bonus conditions etc. On April 26, I then requested a payout, also via Crypto, a day later, my account was also completely verified after 20 days with constant reassurance from the live chat and of course no reaction from email support, my payout was finally processed yesterday at 12:18 p.m. and with the Status Processed provided. An employee in the live chat told me that it can take 1-3 hours for the payment to be received. 24 hours later still nothing. So back to the live chat and made a request for a payment receipt then again the standard answer, we are not responsible for that.

maybe someone can help me here.

Many thanks in advance.

Hallo zusammen,

leider bin auch an dieses Casino geraten.

Also Zusammengefasst habe ich via Crypto eingezahlt und normal gespielt alle Bonusbedingungen etc. beachtet. Am 26.04 habe ich dann eine Auszahlung ebenfalls via Crypto angefordert einen Tag später war mein Konto auch komplett Verfiziert nach 20 Tagen mit ständiger Vertröstung des Livechats und natürlich keine Reaktion vom Email support wurde dann gestern um 12:18 meine Auszahlung endlich mal bearbeitet und mit dem Status Processed versehen. Eine Mitarbeiterin im Live chat sagte mir das kann mal 1-3 Std dauern bis die Zahlung dann eingeht. Jetzt nach 24 Std ist immernoch nichts da. Also wieder in den Livechat und eine Anfrage für einen Zahlungsbeleg gemacht dann wieder die Standardantwort dafür sind wir nicht zuständig.

evtl kann mir hier jemand helfen.

Vielen Dank im Vorraus.

Hello Mario,

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?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

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

Best regards,

Kristina

Yes correct the first payment attempt unfortunately I hardly have any chat history but I'll see what I still have and send it to you

Ja korrekt der erste Auszahlungsversuch leider habe ich kaum noch Chat Verläufe aber ich schaue mal was ich noch habe und sende es ihnen zu

I sent you the email with the things I still have

Die email mit den Sachen die ich noch habe habe ich ihnen zugesandt

Thank you very much Mario for your reply. 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.

Thanks so much

Vielen lieben Dank

Hello Mario,

I will assist you with the complaint from now on. I went over the details of the case and will do my best to help you. I would like to ask the representatives of Wild Pharao Casino to join the discussion and help us resolve the withdrawal issue.

Wild Pharao Casino, could you please explain why the problem occured? Could you please provide us with proof of payment? You can sent the required information to tomas@casino.guru

Apparently the casino isn't responding to any complaints anymore and can't understand how they treat their players like that

Wie es ausschaut antwortet das Casino wohl auf keinerlei Beschwerden mehr kann es nicht nachvollziehen wie man seine Spieler so behandelt

Dear Mario,

Thank you for letting us know about your problem. We are very sorry for the delay in this cashout.

I have checked your payment issue and can see that it was processed. I will ask for proof of payment and come back to you asap.

Best regards,

WildPharao Support Team

Do you need proof of payment from me now? Or do you think you can get one from the finance department

Benötigen sie jetzt einen zahlungsnachweiß von mir ? Oder meinen sie das sie bei ihnen in der finanzabteilung einen besorgen

How long does it take for a proof of payment? It's just ridiculous how they treat customers

Wie lange brauch man für einen zahlungsnachweiß? Ist doch nur noch lächerlich wie die mit Kunden umgehen

Hello all,

Thanks for the reply to Wild Pharao casino,

Have you provided the proof of payment to Mario yet?

So far I haven't received anything, neither payment receipts nor a payment

Ich habe bis jetzt nichts bekommen weder zahlungsbelege noch eine Auszahlung

Still no payment or receipts received

Weiterhin weder Zahlung noch belege erhalten

Dear Mario,

I will escalate your issue once again just now with our finance dept. Sorry for making you waiting.

Best Regards,

WildPharao Support Team

Then we'll keep waiting

Dann warten wir mal weiter

Hello Mario.

I am taking over your complaint because my colleague Tomas is sick.

Dear Wild Pharao Casino support, any update regarding the case? 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’.

Many thanks Matej, unfortunately I can't report anything new, it was just a stall again

Vielen danke Matej leider kann ich auch nichts neues berichten es war wieder mal nur ein hinhalten

Hello Mario.

I have information from the casino's regulator that their license is currently under review (suspended). However, if they fail to answer in the given time frame, I would still recommend submitting a complaint to the regulator.

Let's wait one more week, and if things do not move, I will help you file a complaint to the casino's regulator.

Alright thanks for the information

Alles klar danke für die Information

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’.

Dear Wild Pharao Casino support, any update regarding the case? We have the same issue with all your complaints, promising an update but never replying. I am setting the timer last time for 7 days, but if you fail to answer, I will close the complaint as unresolved.

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’.

Because the Dear WildPharao Support Team didn't respond in the given time frame, here is a guide on how to submit a complaint to their casino regulator.

Please visit: https://www.gaming-curacao.com/ and click on: contact us.

Fill in the form there.

Your complaint should contain.

1) Your personal information:

name and surname

your country of residence

your age

2) Complaint body must include:

casino name + website + license (license No. 365JAZ)

your login (username) and email in an online casino (with which you had registered the account)

then describe what has happened as thoroughly as possible (including the sum of money you are challenging)

3) Attach a link to this complaint + email files (screenshot images or email correspondence) that prove you have already tried to resolve the problem with the casino.

Copy the info from the form, and just for sure, send it also to info@gaming-curacao.com

Please let me know when you submit your complaint to the regulator.

Dear Mario ,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, I am unsure if Mario received the withdrawal or submitted the complaint to the regulator. Still, I am rejecting the case because he didn't respond in the given time frame.

He can reopen the case anytime.

We’ve reopened this complaint as per the player’s request.

Please let me know when you submit your complaint to the regulator.

Dear Mario,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I am very sorry, Mario, but if you do not fill the complaint to the regulator, there is nothing more we can do for you.

I must again reject your complaint.