Wild Pharao Casino - La verifica del giocatore è in ritardo.

Hi there,

I redeemed a bonus by email at Wildpharao and met all wagering requirements. Unfortunately, my money is not paid out or my verification documents are 8 days to be checked. Inquiries to the support (by email) will not be answered. The live chat can't help me either. Is supposedly just technical support. Personally, I find it very dubious. You can deposit within a minute, but you don't even get an answer when you withdraw. I hope you can help me.

Hallo,

ich habe einen Bonus per Email bei Wildpharao eingelöst und alle Umsatzbedingungen erfüllt. Leider wird mein Geld nicht ausgezahlt bzw. sind meine Dokumente zur Verifizierung seid 8 Tagen zur Überprüfung. Anfragen an den Support (per Email) werden nicht beantwortet. Der Livechat kann mir auch nicht weiterhelfen. Ist angeblich nur technischer Support. Ich persönlich finde es sehr unseriös. Einzahlen kann man innerhalb einer Minute aber bei einer Auszahlung bekommt man nicht mal antworten. Ich hoffe sie können mir helfen.

Hello Christian,

Thank you very much for submitting a complaint and I'm really sorry to hear about your issue with Wild Pharao Casino. Please allow me to ask you a few more question before we would move forward.

When did the verification process start? Did you send them all the requested documents? When was the last time the casino responded and what was it?

Also please send any relevant evidence or communication with the casino to nikolas.b@casino.guru.

Looking forward to your answer and I hope we will be able to help you resolve it.

Regards,

Nick

Short additional information, the live chat refers to info@wildpharao.com. But as already described above, there is no answer from there.

Kurze Zusatzinfo, der Livechat verweist auf info@wildpharao.com. Aber wie oben schon besschrieben gibt es von da keine Antwort.

Dear Christian,

If you uploaded your last document 10 days ago, I would only recommend you to just wait. It is very common in almost every casino, that if you request your first withdrawal, it might take up to 14 days for the money to arrive on your account, sometimes even more. Please just be patience and keep us updated about the case. If the casino wouldn't even reply to you until the end of the week, we will intervene.

hello, nothing has happened so far. I have not received an email and am still not certified according to the website. But the live chat has assured me that the money will be paid out. It would just be a system error. I will send the progress of the conversation by email.

Regards

Christian

hallo, bis heute ist noch nichts passiert. Ich habe keine email bekommen und bin auch weiterhin nicht zertifiziert laut Website. Aber der Livechat hat mit versichert das das Geld ausgezahlt wird. Es wäre nur ein systemfehler. Den Verlauf des Gesprächs schicke ich per Mail.

Grüße

Christian

Dear Christian,

Didn't they in some way contact you about the verification of documents. I doubt that the live chat will be able to say what it's status. Also, didn't they request for any additonal documents since then? - Did you send them all of it?

Hello Nick, I sent everything as requested. To this day I have not received an email in response or confirmation. Nothing was asked for.

Hallo Nick, ich habe alles geschickt wie es gefordert war. Ich habe bis heute keine email als Antwort oder Bestätigung erhalten. Es wurde auch nichts nachgefordert.

This is what it still looks like on the website.

Regards

So sieht es weiterhin aus auf der Website.

Grüße

Hello, everything is still unchanged. Could you please intervene?

Regards

Christian

Hallo, alles ist weiterhin unverändert. Könntet ihr bitte doch eingreifen?

Grüße

Christian

Hello, today my account was verified. I still haven't received any money.

Regards

Hallo, heute wurde mein Account verifiziert. Geld habe ich aber weiterhin noch nicht erhalten.

Grüße

Dear Christian,

I will now forward your complaint to my colleague Viliam who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Christian,

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

Hello, as I said, the verification has now worked. Now the winnings have to be paid out. 1x 1000 euros and 1x 123 euros.

Regards

Christian

Hallo, wie gesagt die Verifizierung hat jetzt geklappt. Jetzt muss der Gewinn ausgezahlt werden. 1x 1000 Euro und 1x 123 Euro.

Grüße

Christian

Hello, I don't get an answer from live support. Money has still not been paid out ...

hallo, beim Live-support wird mir nicht mehr geantwortet. Geld wurde immer noch nicht ausgezahlt…

We would like to ask the Wild Pharao Casino to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

please note payment has been sent

Dear Christian,

did you receive your winnings, please?

Hello Viliam,

to this day I have not yet received any money in my current account. I'll get in touch as soon as it is there.

Regards

Hallo Viliam,

bis heute hatte ich noch keinen Geldeingang auf mein Girokonto. Ich melde mich sobald es da sein sollte.

Grüße

Furthermore, no money has yet been received. According to the casino, the payment was made on December 29th, 2021. I think it's too long and the money should be there by now.

Regards

Christian

Weiterhin ist noch kein Geld eingegangen. Auszahlung wurde laut Casino am 29.12.2021 durchgeführt. Ich denke das ist zu lange und das Geld sollte schon längst da sein.

Grüße

Christian

Dear Casino,

send me proof that you've paid the player's winnings, please. My email: viliam.v@casino.guru

Hello Viliam,

the payment was received in full on my current account today. Thank you at this point for your help. The complaint can be closed as resolved.

Best regards

Christian

Hallo Viliam,

die Auszahlung ist heute komplett auf mein Girokonto eingegangen. Vielen Dank an dieser Stelle für eure Hilfe. Die Beschwerde kann als gelöst geschlossen werden.

viele Grüße

Christian

Dear Christian,

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