Wild Pharao Casino - Выход игрока задерживается.

Hello,

I applied for a payout from Wildpharao on 03/19/2022. My first withdrawal after making €150 with 250% first deposit bonus after wager was 0. I haven't violated anything, can still go to my account normally and write to support regularly. However, they only put me off by saying that it should be coming soon and that I should write to payments@wildpharao.com, but I didn't get an answer there.

Would be great if you could help me here.

Payout is via BTC and that's how I want to pay out.

Thanks in advance.

Hallo,

ich habe am 19.03.2022 eine Auszahlung bei Wildpharao beantragt. Meine erste Auszahlung, nachdem ich mit 250% Ersteinzahlungsbonus 150€ gemacht habe, nachdem der Wager auf 0 war. Habe gegen nichts verstoßen, kann auch noch normal in meinen Account und schreibe regelmäßig den Support an. Die vertrösten mich jedoch nur damit, dass es bald kommen sollte und ich an payments@wildpharao.com schreiben soll, dort bekomme ich jedoch keine Antwort.

Wäre toll wenn Ihr mir hier helfen könntet.

Auszahlung ist via BTC und so möchte ich auch auszahlen.

Vielen Dank im voraus.

Dear Mauel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please confirm that you have passed the KYC verification? What is the current status of your withdrawal request, please? Is it marked as pending or processed?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

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 Mauel,

Thank you for contacting us. I checked your account and can see you have multiple accounts. Unfortunately as per our Terms and Conditions we only allow one account per player/ip/household. This information you can obtain from the link below in paragraph 2.2 & 2.2.1 and I quote "You are only allowed to have one Account on this Website. If You have more than one account, You must immediately inform us." https://wildpharao.com/terms-and-conditions/  

I will escalate your case to our antifraud manager and will come back with his decision.

Your,

Wildpharao support team

Hello,

no i only have one account However, I use VPN to play the different games, which is allowed.

Furthermore, I have provided my proof of residence etc. I live alone in my household and this is my only account. Only this single account is guaranteed to be verified under my name.

Thanks very much

Kind regards

@Kristina

Yes, the account is verified, the payment has not yet been processed.

Hallo,

nein ich habe nur ein Konto. Ich benutze allerdings VPN um die verschiedenen Spiele zu spielen, was allerdings erlaubt ist.

Desweiteren habe ich meinen Wohnungsnachweis etc zur Verfügung gestellt, ich wohne alleine in meinem Haushalt und das ist mein einziger Account. Unter meinem Namen ist garantiert nur dieser einzige Account verifiziert.

Vielen Dank

MfG

@Kristina

Ja verifiziert ist der Account, die Auszahlung noch nicht bearbeitet.

Dear Mauel,

if you confirm, I can attach proofs here which will show that both account are registered at your name. Please let me know.

Best regards,

WildPharao Support Team

Hello everyone,

Thank you WildPharao Support Team for providing more information regarding this case.

I will now transfer this complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance.

Dear Mauel,

I have reviewed the situation and will be assisting you from now on.

I would recommend you confirm Wild Pharao Casino can attach any relevant proofs, or alternatively send them to my email, adam.m@casino.guru.

Kind regards,

Adam

Yes of course, I hereby confirm that they provide the evidence.

Ja klar, hiermit bestätige ich, dass sie die Nachweise bereitstellen.

Thank you for your response Mauel,

We will await further information from the casino.

Dear all,

Please find the proofs attached. As you can see, account were registered by the same person (name, last name, date of birth) in one day with a 7 min gap. Is this enough to proof or you need additional information?

Best regards,

WildPharao Support Team

Yes, I couldn't log in to the other email address, so I immediately took the other one. I have never deposited into the 2nd or ever logged in again, let alone deposited or verified myself

If I don't want to pay out such a small amount because of this, it's really a total rip-off. I hope we can agree on that

Ja auf die andere Emailadresse konnte ich mich nicht einloggen daher habe ich sofort die andere genommen. Auf die 2te habe ich niemals eingezahlt oder mich je nochmal eingeloggt geschweige denn eingezahlt oder mich verifiziert

Wenn ich aufgrund dessen nicht auszahlen wollt so einen kleinen Betrag ist das echt totale Abzocke. Ich hoffe wir können uns da einigen

Dear Wild Pharao Casino,

Thank you for providing proof of the multiple accounts.

When looking at cases of multiple accounts, we try to assess each case separately. If the player has clearly gained an unfair advantage by using multiple accounts ( for example, repeatedly claiming a bonus intended to be used once per player), they of course should be penalized for this.

However, if the player has opened a second account without mal-intent (for example, forgot their login details so opened another account or forgot they already had an account previously) then we would not consider this a sufficient reason for the confiscation of funds/winnings.

If the player has not used the second account at all, as they have stated, we believe they should be paid their winnings in full.

@Adam

Yes it is, never used the account again, logged in, deposited or even played a spin with it.

And please edit the pictures out again so that my data is not publicly visible to anyone, thank you

@Adam

Ja so ist es, habe das Konto niemals wieder benutzt, mich damit eingeloggt, eingezahlt oder auch nur einen Spin gespielt.

Und bitte editiert die Bilder wieder raus damit meine Daten nicht öffentlich für jeden einsehbar sind, danke

Hello Mauel,

The previous post was already set as a "private post" in our system and so will not be visible to the public.

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 Mauel,

From the evidence we received from the casino, it seems that there has been no unfair advantage gained by you opening a second account. Based on this evidence, we believe you should be able to withdraw your winnings.

While the opening of multiple accounts is against the terms and conditions of the casino, we are of the opinion that each case should be assessed individually, as there could be many innocent reasons for this to happen.

As we have had no further response from the casino, we will close this complaint as 'unresolved'.

We are unable to achieve anything more without further information from them.

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.

If you wish to take the matter further, I recommend you to contact Gaming Curacao (info@gaming-curacao.com) and submit a complaint to them. Please let me know how they replied. My e-mail address is adam.m@casino.guru.

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

Best regards,

Adam