Wild Pharao Casino - Il ritiro del giocatore è stato ritardato.

Good day,

I made a payment on 01/29/2022 and also uploaded all documents.

So far nothing has happened, emails are not answered and the live support only says that they have nothing to do with payments.

I've already sent 2 emails to support with no response.

I did not violate any bonus conditions and successfully implemented the bonus.

What can I do now?

Guten Tag,

ich habe am 29.01.2022 eine Auszahlung getätigt und auch alle Dokumente hochgeladen.

Bisher hat sich nichts getan, auf emails wird nicht geantwortet und der Livesupport sagt nur das sie nichts mit Auszahlungen zu tun haben.

Habe schon 2 Emails an den Support geschrieben ohne Antwort.

Gegen Bonusbedingungen habe ich nicht verstoßen und den Bonus erfolgreich umgesetzt.

Was kann ich nun tun?

Dear rogalonska,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. If you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you for your understanding,

Best regards,

Kristina

Hello, 14 days have passed and I still haven't received the money.

Hallo, es sind nun 14 Tage vergangen, das Geld habe ich noch immer nicht erhalten.

Thank you for your reply, rogalonska. Have you made any successful withdrawals before? Would you be so kind and confirm that you passed the KYC verification? 

Have you tried contacting the casino regarding this situation? Please, forward any relevant communication between you and the casino to kristina.s@casino.guru, or alternatively, post it here. Thank you in advance.

Hello, there was no payout before, I have successfully verified myself.

Emails have not yet been answered.

Hallo, es gab vorher noch keine Auszahlung, ich habe mich erfolgreich verfiziert.

Auf emails wurde bisher nicht geantwortet.

Thank you very much rogalonska for your reply. I will now transfer your complaint to my colleague Viliam (viliam.v@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.

Hello rogalonska,

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?

How does it look, I've been waiting for 3 weeks now and nothing is happening..

wie sieht es denn aus, ich warte nun seit 3 Wochen und es tut sich nichts..

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’.

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

We’ve reopened this complaint as per the Casino’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Additional complaints from the Casino:

"please note all payments has been sent to the player"

Dear rogalonska,

did you receive your winnings, please?

Hello, yes the money has now arrived after almost 2 months. Despite everything, I do not recommend this casino under any circumstances.

Guten Tag, ja das Geld ist nun nach fast 2monaten angekommen. Trotz allem empfehle ich dieses casino auf keinen fall.

Dear rogalonska,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru