Wild Pharao Casino - Der Rückzug des Spielers wurde verzögert.

I had claimed the welcome bonus and turned it into 850 euros which I could then pay out. This was the case at the end of December.

Since then I've been waiting for my payment. The verification is already completed.

On the advice of the live chat, which is only of limited help, I should cancel the payout and make a new one. I did this on 2/4/22, so far nothing has happened. The live chat doesn't help me at all, has even blocked me in the meantime. I can no longer contact anyone via live chat and I have already written to the email address 5 times and never received an answer.

Ich hatte den Willkommensbonus in Anspruch genommen und daraus 850 Euro gemacht welche ich dann auszahlen konnte. Dies war Ende Dezember der Fall.

Nun warte ich seitdem auf meine Auszahlung. Die Verifikation ist bereits vollendet.

Auf Anraten des Live Chats welcher einem nur bedingt weiterhilft, sollte ich die Auszahlung stornieren und neu tätigen. Dies habe ich am 4.02.22 getan, bis dato hat sich noch immer nichts getan. Der live Chat hilft mir gar nicht weiter, hat mich mittlerweile sogar blockiert. Ich kann keinen mehr kontaktieren via live Chat und auf die Mail Adresse habe ich bereits 5x geschrieben und nie eine Antwort erhalten.

Dear laurelmichelle,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but six weeks is really a long time. Do I understand correctly that payment is still pending inside your account without being processed? Have you accumulated your winnings with or without an active bonus? Have you received any winnings from this casino in the past?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello, I received the welcome bonus of 100 percent and wagered it fully. That's why I paid the money.

That's right, according to the player account, the payout has not yet been processed and is still unanswered.

No, that would be my first payout from this casino and therefore also my first win.

Hallo, ich habe den Willkommensbonus von 100 Prozent erhalten und ihn vollständig umgesetzt. Aus diesem Grund habe ich dann das Geld ausgezahlt.

Richtig, die Auszahlung ist laut Spielerkonto noch nicht ansatzweise bearbeitet und ist immer noch unbeantwortet.

Nein, das wäre meine erste Auszahlung aus diesem Casino und somit auch mein erster Gewinn.

Thank you very much, laurelmichelle, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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 laurelmichelle,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Wild Pharao Casino to join the conversation. Wild Pharao Casino, can you please provide any information regarding the player's withdrawal?

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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear laurelmichelle,

Based on information we received from Wild Pharao via email and in the hope of finding a resolution to your complaint, I am extending the timer once more to give the casino one more chance to respond.

That's nice. Thanks very much! May I know what information you have received so far?

Das ist nett. Vielen Dank! Darf ich erfahren was Sie bisher für Informationen erhalten haben ?

Hello laurelmichelle,

Only that the casino has asked for a time extension to be able to get cases resolved.

We should remain positive at this point and await their response.

Dear laurelmichelle,

I have tried to contact the casino repeatedly but had no success.

I’m afraid there is not much that we can do without their cooperation.

I will now 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 Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know if I can help you with this and how they replied (adam.m@casino.guru).

I wish I could be of more help.

Best regards

Adam

This complaint has been reopened at the request of the casino.

Dear laurelmichelle,

The casino has stated that your payment has been sent. Could you please confirm when you have received it?

I received the money today. So the case would be closed for me. Many thanks for the help!!

Ich habe heute das Geld erhalten. Somit wäre der Fall für mich geschlossen. Vielen Dank für die Hilfe!!

Dear laurelmichelle,

That's good news, I'm glad to hear that your issue has been resolved. I will now mark the complaint as 'resolved' in our system.

Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Adam