Wild Pharao Casino - Spelarens uttag har avbrutits.

Dear guru team,

I've been waiting for several months (since December and January) for open payments totaling €17k.

The amounts have not yet been processed. Occasionally, amounts were paid out after several inquiries in the chat.

However, the mentioned 17k € are still open.

I am now in the 4th month of waiting.

The chat and e-mail support is always available, but this doesn't change anything.

My account is fully verified.

I ask for support.

Many thanks.

Sehr geehrtes Guru Team,

ich warte schon mehrere Monate (seit Dezember und Januar) auf offene Auszahlungen im Gesamtwert von noch 17k€.

Die Bearbeitung der Beträge wurde bis heute nicht durchgeführt. Vereinzelt wurde mal Beträge, nach mehreren Nachfragen im Chat, ausgezahlt.

Jedoch sind immernoch genannte 17k € offen.

Mittlerweile gehe ich in den 4. Monat Wartezeit.

Der Chat sowie der E-Mailsupport gibt es ständig weiter, jedoch verändert dies nichts.

Mein Konto ist vollständig verifiziert.

Ich bitte um Unterstützung.

Viele Dank.

Dear Patrick,

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. Could you please advise what was the initial amount that has been approved for the withdrawal? Do I understand correctly that you have received some payments already? When was the last one received?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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 Petronela,

the original amount was around €25,000, of which payments have already been made at irregular intervals via the bank. The last payment came on February 15th, 2022 after repeated requests.

Currently €17,000 is still open.

I hope you can resolve this matter as soon as possible so that I receive my money in full.

Thank you for your efforts.

Many greetings.

Hallo Petronela,

der ursprüngliche Betrag war ca. 25.000,- €, davon wurden bereits schon Zahlungen in unregelmäßigen Abständen via Bank ausgezahlt. Die letzte Zahlung kam, nach mehrfachen Nachfragen, am 15.02.22.

Derzeit sind noch 17.000,- € offen.

Ich hoffe Sie können diese Angelegenheit schnellstmöglich klären, sodass ich mein Geld vollständig erhalte.

Ich bedanke mich für Ihre Bemühungen.

Viele Grüße.

Thank you very much, Patrick, 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.  

OK thank you. Then I wait for an answer.

Many greetings

Ok vielen Dank. Dann warte ich auf Antwort.

Viele Grüße

Hello Patrick,

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.

Dear Wild Pharao Casino,

Can you please provide some information regarding the status of the player's withdrawal/s?

Dear Patrick,

Thank you for letting us know about your problem. We are very sorry for the delay in this cashout. We have been busy working to make our Cashout system better.

I will escalate your request with a finance team and come back to you asap.

Best regards,

WildPharao Support Team

Dear Wild Pharaoh Team,

Thank you for your reply and I am pleased that my payments are now being processed and completed quickly.

I hope to hear from you someday and receive my payouts.

Kind regards

Patrick

Liebes Wild Pharao Team,

ich danke für Ihre Antwort und freue mich über eine nun schnelle Bearbeitung und auch schnellen Abschluss meiner Auszahlungen.

ich hoffe dieser Tage von ihnen zu hören und meine Auszahlungen zu erhalten.

Mit freundlichen Grüßen

Patrick

Thank you for the update, Wild Pharao Support Team.

I will extend the timer while we await further information from you.

Hello,

I wanted to ask if there is already information regarding my payouts?

Unfortunately, no one has contacted me yet and unfortunately I have not received any payments either.

When will I receive this?

Kind regards, Patrick

Hallo,

ich wollte fragen ob es schon Informationen bzgl. meiner Auszahlungen gibt?

Noch hat sich leider keiner bei mir gemeldet und Zahlungen habe ich auch leider nicht erhalten.

Wann erhalte ich diese?

Freundliche Grüße, Patrick

?

Dear Patrick,

We have so far had no further response from the casino so I will attempt to contact them once more.

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.

Wild Pharaoh Casino?

Unfortunately, so far still no contact or payments received.

Wild Pharao Casino?

Leider bisher immernoch keine Kontaktaufnahme oder Auszahlungen erhalten.

Dear Patrick

I have tried to contact the casino repeatedly but had no further response. I’m afraid there is not much that can be achieved without cooperation from them.

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, you can also contact the casino's licensing authority, Gaming Curacao (complaints@gaming-curacao.com), and submit a complaint to them. Please let me know how they replied (adam.m@casino.guru).

I am sorry I could not have been of more help.

Kind regards,

Adam

This complaint has been reopened at the player's request.

Dear Wild Pharao Casino,

The player has stated that they are still awaiting payments requested in December. Could you please respond to this and provide some information to the player regarding the situation with their withdrawals?

Hello Adam,

briefly for information.

€1k was paid out yesterday.

so 15k€ are still open.

regards.

Hallo Adam,

kurz zur Info.

Gestern wurde 1k€ ausgezahlt.

somit sind noch 15k€ offen.

viele Grüße.

Dear Patrick,

Next payments will be processed accordingly

Best Regards,

WildPharao Support Team

Hello WP team,

that would be something great.

I hope the payouts go through faster now.

after all, 5k € a week is possible.

so the payouts would be through in 3 weeks.

regards

Hallo Wp Team,

das wäre doch mal was tolles.

ich hoffe die Auszahlungen laufen jetzt mal schneller durch.

immerhin sind 5k€ die Woche möglich.

somit wären die Auszahlungen in 3 Wochen durch.

viele Grüße

Hello WP team,

hello guru team,

Unfortunately, nothing further followed in terms of payouts.

When will the €15k follow, dear WP team.

I thought the processing is now faster than usual.

How is the situation?

Regards

Hallo WP Team,

hallo Guru Team,

leider ist nichts weiter gefolgt an Auszahlungen.

Wann werden die 15k € folgen, liebes WP Team.

Ich dachte die Verarbeitung geht nun schneller als sonst.

Wie ist der Stand?

Grüße

Dear WildPharao Support Team,

Please respond and provide an update on the situation regarding the player's outstanding payment.

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.

Hello WP team,

unfortunately Still no message and no further payment received.

When is it finally time to move forward?

Request for feedback.

Hallo WP Team,

leider Immernoch keine Meldung und keine weitere Zahlung erhalten.

Wann geht’s denn nun endlich mal voran?

bitte um Rückmeldung.

Hello Patrick,

I have now been able to attempt to contact the casino via Skype, I will extend the timer one more time in the hope of a response.

Kind regards,

Adam

Hello Adam,

Thank you very much.

regards

Hallo Adam,

vielen Dank.

grüsse

Dear Patrick,

I am still waiting for a response via Skype, I want to give it one last try before we close the complaint as 'unresolved', so will again allow some more time.

Kind regards,

Adam

We would like to ask the 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’.

Hello Adam,

thank you for your efforts.

I hope WP Casino gets in touch and finally pays out the outstanding €14k.

Hallo Adam,

danke für Ihre Mühen.

Ich hoffe WP Casino meldet sich und zahlt nun endlich die noch offenen 14k€ aus.

Dear Patrick,

There has been no further response from the casino and at this juncture, we have no reasonable expectation of this changing.

We will close the complaint as 'unresolved', and I again recommend you to contact Licensing Authority (complaints@gaming-curacao.com). I am very sorry that we could not help you more.

Kind regards,

Adam