Wild Pharao Casino - Die Auszahlung des Spielers wurde storniert.

Hi.

I recently played and paid out in the above casino. As of December 2021, the casino has a max cashout of 50x on EVERY deposit, be it bonus or raw cash. In April I took a 100% reload bonus and deposited €10. So the max cashout is €500. After successfully implementing the bonus, I paid out €500. I had to wait almost 4 weeks for this. In the discord of a well-known streamer, the casino has provided help in the form of a member. He sent me 100€ raw cash via code for the long wait. I had to wager this €100 once, which I did successfully and was able to pay out another €120. This €120 has nothing to do with the previously paid €500. Before I was paid out the €500, the casino canceled the €120 on the grounds that I was only allowed to withdraw 50x the deposit. However, these €120 have absolutely nothing to do with the €500. As I said, the €100 was credited to me by code and therefore does not appear in the payment history. However, this causes the casino's system to think that the €100 is part of the €500 and thus exceeds the max cashout, which is not the case as they are 2 different payouts. Multiple attempts to fix the problem in the chat failed.

Now I hope for your help.

Thanks very much!

Hallo.

Vor kurzem habe ich in o.g. Casino gespielt und auch ausgezahlt. Seit Dezember 2021 hat das Casino einen Maxcashout von 50x auf JEDE Einzahlung, sei es mit Bonus oder Raw Cash. Im April habe ich einen Reload-Bonus von 100% genommen und 10€ eingezahlt. Somit beträgt der Max-Cashout 500€. Nach erfolgreicher Umsetzung des Bonus habe ich 500€ in Auszahlung gegeben. Hierauf habe ich knapp 4 Wochen warten müssen. Im Discord eines bekannten Streamers hat das Casino eine Hilfe in Form eines Mitglieds zur Verfügung gestellt. Dieser hat mir für die lange Wartezeit 100€ Raw-Cash per Code zukommen lassen. Diese 100€ musste ich 1x umsetzen, was ich erfolgreich geschafft und noch mal 120€ in Auszahlung geben konnte. Diese 120€ haben nichts mit den davor ausgezahlten 500€ zu tun. Bevor mir die 500€ ausgezahlt wurden, hat das Casino die 120€ gestrichen mit der Begründung, ich dürfte nur 50x der Einzahlung auszahlen. Jedoch haben diese 120€ mit den 500€ rein gar nichts zu tun. Die 100€ wurden mir - wie gesagt - per Code gutgeschrieben und demnach tauchen die nicht in der Zahlungshistorie auf. Dadurch denkt das System des Casinos jedoch, dass diese 100€ zu den 500€ gehören und dadurch der Max-Cashout überstiegen wird, was jedoch nicht der Falls ist, da es 2 verschiedene Auszahlungen sind. Mehrfache Versuche im Chat das Problem beheben zu lassen, schlugen fehl.

Nun hoffe ich auf eure Hilfe.

Vielen Dank!

Hello 2fast4uall,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that your withdrawal of €500 was still pending when you activated the bonus of €100?

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 would especially like to see the message in which the casino claims that the maximum cashout is the reason for canceling the withdrawal of  €120.

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

Best regards,

Kristina

Hello Kristina. Thank you for your message.

Shortly before, really only 2-3 seconds before the €500 was paid out, the €120 was canceled. Of course, I was immediately in the chat and asked why that was the case. The answer came that I was only allowed to withdraw 50x max. Unfortunately, I no longer have a log of the chat 🙁 But I spoke to the employee "Christina".

In principle, however, it was never a problem to activate a bonus while a payout was still open. I've done it there many times.

Unfortunately, your email address is not correct. Something is missing at the end 😉 Is it kristina.s@casino.guru .com??

LG

Hallo Kristina. Vielen Dank für deine Nachricht.

Kurz bevor, also wirklich nur 2-3 Sekunden, bevor die 500€ ausgezahlt wurden, wurden die 120€ gestrichen. Ich war natürlich sofort danach im Chat und habe nachgefragt, warum das so wäre. Darauf kam die Antwort, dass ich nur 50x max auszahlen dürfe. Leider habe ich von dem Chat kein Protokoll mehr 🙁 Gesprochen habe ich aber mit der Mitarbeiterin "Christina".

Prinzipiell war es jedoch vorher nie ein Problem, einen Bonus zu aktivieren, während eine Auszahlung noch offen war. Dies habe ich dort schon oft gemacht.

Leider ist deine E-Mail-Adresse nicht korrekt. Da fehlt noch was am Ende 😉 Ist es  kristina.s@casino.guru.com??

LG

Thank you for your reply, 2fast4uall. My email address is correct and working. Could you please try it again? Alternatively, you can post everything you wanted to send me here. Thank you in advance.

Hello Kristina,

Many Thanks.

As I said, unfortunately I didn't take any screenshots of the chat history when the statements were made. The only material I have on this are the screenshots that I sent with my first message, i.e. the code for the €100 was sent and the proof that the resulting cashout was refused.

LG

Hallo Kristina,

vielen Dank.

Wie gesagt, hab ich leider keine Screenshots vom Chatverlauf gemacht, indem die Aussagen getroffen wurden. Das Einzige, was ich hierzu an Material habe, sind die Screenshots, die ich bereits bei meiner ersten Nachricht mitgeschickt habe, sprich den Versand des Codes für die 100€ und der Beweis dafür, dass der daraus resultierende Cashout verweigert wurde.

LG

Thank you very much 2fast4uall for your reply. I will now transfer your complaint to my colleague Peter (peter.m@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.

Hi 2fast4uall,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Wild Pharao Casino to the conversation to participate in the resolution of this complaint.

Hi Peter,

thank you very much, that would be great. Hopefully the situation will clear up.

Love from

Hallo Peter,

vielen Dank, das wäre prima. Hoffentlich klärt sich die Situation.

Lieben Gruß

Hi. What do we do if they don't answer? Unfortunately nothing is coming so far...

LG

Hallo. Was machen wir denn, wenn sie nicht antworten? Bisher kommt ja leider nichts...

LG

Dear 2fast4uall,

Thank you for letting us know about your problem. I will escalate your payment issue and come back to you asap.

Best regards,

WildPharao Support Team

Hi. How does it look like?

Hallo. Wie sieht es aus?

Dear WildPharao Casino team,

Has there been news?

Now 7 days again...I don't understand why it can take so long to take a quick look at my history for 120€. The case should be crystal clear...

Nun wieder 7 Tage....ich verstehe nicht, was daran so lange dauern kann, wegen 120€ einmal kurz in meine History zu schauen. Der Fall sollte glasklar sein...

Dear 2fast4uall,

Unfortunately, it seems that the casino stopped responding entirely. 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 contact the Curacao Gaming Authority and submit a complaint (certria@gaminglicences.com). A gaming authority has better options and tools to help players. Please let me know how the authority responded (peter.m@casino.guru). I wish I could be of more help.

Best regards,

Peter