Wild Pharao Casino - 플레이어의 탈퇴가 지연되었습니다.

Good day,

I played at the casino Wildpharao.com and made €700 after wagering. I then released it for payment, and was carried out on May 26th, 2022 as done (processd). But until today, June 13, 2022, I have not received any money on the account.

Kind regards

Guten Tag,

Ich habe in dem Casino Wildpharao.com gespielt und 700€ nach der Umsetzung geschafft. Habe es dann zu Auszahlung frei gegeben,und wurde am 26.5.2022 als erledigt(Processd) durchgeführt. Habe aber bis heute,13.6.2022 kein Geld auf das Konto erhalten.

Mit freundlichen Grüßen

Dear dennisjankowsky,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you tried contacting the casino regarding this issue?

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

Best regards,

Kristina

Hello,

Thanks for working on it, very nice.

Yes, I've received a payout before, so I complained here too, and then I got the money. KYC is through with me. I am verified. And yes, I called myself in the chat and they gave me an email address because they said they had nothing to do with payouts. I wrote the email I wrote, 2 times nothing comes back.

Kind regards

Hallo,

Danke das Sie dran arbeiten, sehr nett.

Ja,ich habe schon mal eine Auszahlung erhalten da habe ich mich auch hier beschwert, und dann bekam ich das Geld. KYC ist bei mir durch. Ich bin verifiziert. Und Ja klar habe ich mich an dem Chat genannt,und die haben mir eine Email Adresse gegeben, weil die sagten das sie mit Auszahlungen nichts zu tun haben. Ich habe die Email habe ich geschrieben,2 mal kommt nichts zurück.

Mit freundlichen Grüßen

Thank you for your reply, dennisjankowsky. Could you please advise which payment method to withdraw your winnings have you opted for? Was it the same one you used before?

Additionally, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.

Hello, I have chosen the payment method bank transfer. I also chose the first time, where I got the money (300 €) from within a week. Just not this time.

I have sent you an email from my sent mails and a chat conversation.

Kind regards

Dennis J***

Hallo,ich habe die Auszahlungsmethode Bank Überweisung gewählt. Die ich auch beim erstmal mal gewählt habe,wo ich auch von innerhalb einer Woche das Geld (300€) bekommen habe. Nur diesmal nicht.

Ich habe Ihnen eine Email geschickt von meinen geschickten Mails,und einer Unterhaltung mit dem Chat.

Mit freundlichen Grüßen

Dennis J***

Thank you very much dennisjankowsky for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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 dennisjankowsky,

I've just reviewed your case and fully understand your concerns about such a delay. In order to help you with this, I'll contact the casino.

I'd like to invite a representative from Wild Pharao Casino to join this conversation and participate in the resolution of the case. Can you please share more information? Are there any reasons for the payout to be delayed for more than three weeks? Can you confirm that the withdrawal request of the player has already been processed from your side?

Best regards,

Natalia

Hello, if you contact the chat I don't think anyone will give you an answer. Recent chat histories show this. You have to contact the licensor directly. But I don't know how the email is there.

Hallo,wenn Sie den Chat kontaktieren glaube ich nicht das Ihnen da einer eine Antwort drauf gibt. Die letzten Chat Verläufe zeigen dies. Man muss direkt den Lizenzgeber kontaktieren. Aber wie da die Email ist weiß ich nicht.

I'd kindly like 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’.

Hi dennisjankowsky,

I'm sorry to say this, but since we haven’t received any reply from the casino regarding your issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

My apologies for not being of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players will learn about your experience in our review.

I hope you won't come across a problem like this again.