Wild Pharao Casino - Бонусные выигрыши игрока были аннулированы.

I have already made a 4-digit deposit at this casino. Through Twitch streamers and viewers, I learned first-hand that the 250% codes can also be used multiple times. Not one code multiple times, but other codes. There was also a list for this. In the course of the deposit, a "welcome bonus" is never mentioned, only a "special bonus"

For this I tried several times to play 300€+ 250%=1050€. Wagers were always €33750. I made the wager and ended up with a final amount of €3,000 (of which €1,000 was requested for payment, this was on March 25th, 2022)

After 3 weeks of back and forth (Livsupport, which supposedly has nothing to do with payments and mails to 2 different contact addresses, my 1000€ were rejected on April 15th, 2022 and are no longer visible on my account. Important for this, only after "something angry" mail, I was told that I had violated bonus terms and conditions.

I ask you to check this case, because nowhere on the homepage until March 25th, 2022 was there any indication that the said bonuses were "welcome bonuses" and these were not marked with "Welcome" or similar but with "Specialbonus".

As you can see from the screenshots, the bonuses are still not marked as "Welcome Bonus" but as "Special".

Kind regards

Matthias/Rexor97

Ich habe in diesem Casino bereits 4 stellig eingezahlt. Durch Streamer von Twitch und Zuschauer dieser habe ich aus erster Hand erfahren, dass die 250% Codes auch mehrfach nutzbar sind. Nicht ein Code mehrfach, aber andere Codes. Hierzu ging auch eine Liste rum. Im Zuge der Einzahlung wird auch nie von einem "Willkommensbonus" gesprochen, sondern nur von einem "Specialbonus"

Hierzu habe ich mehrfach, 300€+ 250%=1050€ zu bespielen versucht. Wager waren immer 33750€. Den Wager habe ich geschafft und hatte am Ende einen Endbetrag von 3.000€ (hiervon wurden 1000€ zur Auszahlung angefragt, dies war am 25.3.2022)

Nach nun 3 wöchigem hin und her (Livsupport, welcher angeblich nichts mit Auszahlungen zutun hat und Mails an 2 verschiedene Kontaktadressen , wurden meine 1000€ nun am 15.4.2022 abgelehnt und sind nicht mehr auf meinem Konto ersichtlich. Wichtig hierzu, erst nach "etwas wütenderer" Mail wurde mir erklärt, ich hätte gegen Bonusbedingungen verstoßen.

Ich bitte diesen Fall zu prüfen, denn nirgendwo war bis zum 25.3.2022 auf der Homepage ein Hinweis zu finden, dass die besagten Bonis "Willkommensbonis" seien und diese wurde auch nicht mit "Welcome" o.ä gekennzeichnet sondern mit "Specialbonus".

Wie Sie den Screenshots entnehmen können, sind die Bonuse weiterhin nicht als "Willkommensbonus" gekennzeichnet sondern weiterhin als "Special".

Mit freundlichen Grüßen

Matthias/Rexor97

Dear rexor97,

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. Did you receive any specific explanation from the casino which exact rule has been breached and why your winnings have been confiscated? If there’s any relevant communication, please forward it to petronela.k@casino.guru.

Finally, could you please specify which exact bonus you have redeemed and played (please forward its link)? I would like to check the terms and conditions.

I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

I have sent an email from the casino to petronela.k@casino.guru. Also attached is a list of the 250% bonuses that are not marked as a welcome bonus, these are titled as "Special" each time they are redeemed

Ich habe entsprechende Antwort Mail des Casinos an petronela.k@casino.guru gesende. Ebenfalls angehangen ist eine Liste der 250% Bonis, welche nicht als Willkommensbonus gekennzeichnet werden, diese werden bei jeder Einlösung als "Special" betitelt

The casino simply did not do well with these codes and is now trying to withhold money with such statements.

Other people including streamers have also used these codes and no withdrawal problems.

Now the casino has noticed its own mistake with the codes.

The codes still work though.

Das Casino hat sich mit diesen Codes einfach nicht gut getan und versucht nun mit solchen Aussagen, Geld einzubehalten.

Andere Personen u.a Streamer haben diese Codes ebenfalls benutzt und keine Auszahlprobleme.

Nun ist dem Casino, der eigene Fehler mit den Codes, aufgefallen.

Die Codes funktionieren aber nach wie vor.

Thank you very much, rexor97, for your reply. Could you please advise from which website you obtained the promotional codes?

Hello, everyone,

I got the bonus code from the list shown in the screenshot.

It should be added that no one said anything about bonus violations when I made my first deposits (nearly €3000 after all). The money was always taken, 400 here, 375 there, and it was never even mentioned in a subordinate clause that this was not allowed.

Regards

Hallo zusammen,

den Bonuscode habe ich von der, im Screenshot ersichtlichen, Liste bekommen.

Hinzuzufügen wäre, dass bei meinen ersten Einzahlungen(immerhin knapp 3000€) niemand etwas von Bonusverstößen sagte. Das Geld wurde immer genommen, hier mal 400, da mal 375, nie wurde auch nur in einem Nebensatz mitgeteilt, dass dies nicht erlaubt sei.

Grüße

Hello rexor97,

Thank you for letting us know about your problem.  I will escalate this issue to antifraud and come back to you soon with they decision.

Best regards

WildPharao Support Team

Incidentally, I am referring here to the same problem as in " The_Gamble_Lawyer ", which may also be of interest to the casino below. This one had exactly the same problem, with the difference that it was not about €1000 but about €36000.

I would like to mention again that I really enjoy playing on Wildpharaoh, which you can see from my €3000 deposit... But I don't see the point of giving up €1000s because the casino doesn't regulate their codes/promotions carefully.

Link attached for understanding.

https://casinoguru-de.com/wild-pharao-casino-the-player-account-has-been-banned

Ich beziehe mich hier übrigens, nachfolgend vielleicht auch für das Casino interessant, auf die selbe Problematik wie bei "The_Gamble_Lawyer". Dieser hatte exakt das selbe Problem, mit dem Unterschied, dass es hier nicht um 1000€ sondern um 36000€ ging.

Ich möchte hier nochmals erwähnen, dass ich sehr gerne auf Wildpharao spiele, was man anhand meiner 3000€ einzahlungen auch sehen könnte... Ich sehe es aber nicht ein, auf 1000e zu verzichten, weil das Casino seine Codes/Promotionen nicht sorgfältig reguliert.

Link zum Verständnis angehangen.

https://casinoguru-de.com/wild-pharao-casino-das-konto-des-spielers-wurde-gesperrt

Do I understand correctly that the promotional codes were found on the casino website itself?

As in the case of The_Gamble_Lawyer, there was/is a list of codes, it must have been going back and forth between all sorts of people. It doesn't say that these are welcome codes. Likewise, one is not pointed out when redeeming, as "The_Gamble_Lawyer" was able to show in his complaint.

Wie im Fall bei The_Gamble_Lawyer, gab/gibt es eine Liste mit Codes, diese ging wohl zwischen allerhand Leuten hin und her. Das dies Willkommenscodes sind, ist darauf nicht zu sehen. Ebenfalls wird man beim einlösen auch nicht darauf hingewiesen, wie Schon "The_Gamble_Lawyer" in seiner Beschwerde aufzeigen konnte.

Dear all,

Bonus codes from another partner are always a welcome bonus or first deposit bonus.

According to our Bonus terms, paragraph 12.14 "Only one bonus can be claimed at a time. Deposit related bonuses cannot be "stacked". Wildpharao.com management reserve the right to void any bonuses and/or winnings obtained by fraudulent behavior."

All the bonuses from mentioned list are welcome bonuses and taking more than one of the is Bonus terms violation. Technical possibility to enter several codes of such type does not mean that Bonus terms can be violated.

Dear Petronella,

we have investigated that several players have collected several welcome offer promocodes from several partners (each of them has different text name) and started to use it. They even put those codes in the list and started sharing mentioned, violating our system more and more.

Best regards,

WildPharao Support Team

hello pharaoh team,

Adjusting your framework conditions afterwards is not a solution here either.

The Gamble Lawyer did the exact same thing, and his claims were upheld.

Very opaque.

hallo Pharaoteam,

Eure Rahmenbedingungen nachträglich anzupassen, ist hier auch keine Lösung.

The Gamble Lawyer hatte exakt selbes getan, seine Ansprüche wurden anerkannt.

Sehr intransparent.

Dear rexor97,

Please understand that every case is different and the complaint that you refer to doesn't apply as precedent. Additionally, please bear in mind that casinos can't be fully responsible for promotional codes shared by third parties.

I have checked the bonus rules, and this is what I found:

"12.14.Only one bonus can be claimed at a time. Deposit related bonuses cannot be "stacked". Wildpharao.com management reserve the right to void any bonuses and/or winnings obtained by fraudulent behavior."

If you find a bonus code on another website than the casino's official one and you are in doubt, I strongly recommend checking with Customer Service prior to redeeming such bonus code. Especially, if you claim a bonus code with every deposit.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

I was expecting something like this, but thanks for the effort.

Thus, the casino has alienated another player.

thank you very much

matzo 😉

Ich habe schon mit soetwas gerechnet, ich danke dennoch für die Mühen.

Somit hat das Casino einen weiteren Spieler vergrault.

Herzlichen Dank

Matze 😉

Afterwards, however, I would be entitled to my deposit of €300 again. As communicated by Wildpharao, this was canceled.

Nachträglich stünde mir dann allerdings meine Einzahlung in Höhe von 300€ wieder zu. Diese wurde, wie von Wildpharao mitgeteilt ja storniert.

Is there any relevant communication that would suggest a possible refund?

Dear rexor97,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.