Wild Pharao Casino - Spillerens gevinster er blevet reduceret.

Dear Michael,

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 if you have activated any bonus when depositing €250 into your account? Do I understand correctly that you have redeemed the cashback bonus while having an active balance of €80k?

Could you please forward your bonus history along with any relevant communication to petronela.k@casino.guru?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

There is nothing in the mail about a cap and that is enough if you claim this 16

To deduct over 60,000 euros

In der Mail steht nichts von deckelung und das reicht bei in anspruchnahme dieser 16

Über 60000 Euro abzuziehen

After that (email and used) account stood

Danach (Email und in Anspruch genommen) Konto stand

Thank you very much, Michael, for the forwarded emails. Could you please advise if you have activated any bonus when depositing €250 into your account?

I see. Every deposit has been rewarded with a bonus, correct? Your last deposit has been €50 (18/11) triggering a bonus of 100%, could you please confirm it?

Yes, I can confirm but find it strange that you can then deduct so much

Ja kann ich bestätigen finde es aber schon komisch das man dann soviel abziehen kann

The only rule that could influence your active balance is the following one (here):

"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."

Could you please advise if you have completed the bonus wagering of your last promotional offer before activating cashback bonus?

I don't know anymore, but the payments always took place when there was no more money available, so it was always zero

And the last deposit was 50 euros

Das weiß ich jetzt nicht mehr die Einzahlungen fanden aber immer statt wenn kein Geld mehr zur Verfügung stand also immer auf null war

Und die letzte Einzahlung war ja 50 Euro

Could you please forward your game history in Excel format? Thank you.

I requested this days ago so far no information

Diesen habe ich vor Tagen angefordert bis jetzt noch keine Info

Thank you very much, Michael, for your reply. I will now transfer your complaint to my colleague Viliam 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.

Thank you for your efforts and I'm curious how it turns out

Merry Christmas and a happy new year

Vielen Dank für ihre Bemühungen bin auch gespannt wie es ausgeht

Frohes Fest und einen guten Rutsch ins neue Jahr

Hello Michael,

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

The problem see above 16 Get Cashback clicked Account balance before that see image 80000 afterwards see image 13000

Das Problem siehe oben 16 Cashback bekommen angeklickt Kontostand davor siehe Bild 80000 danach siehe Bild 13000

Hi, as already written via live chat and based on our logs the money has been played from your side .. u can see the logs also "originally" in the games you played (already written also in live chat)

I played the rest (13000)

Then send me the game history that I've been requesting for 2 weeks

Den Rest habe ich gespielt (13000)

Dann schicken sie mir Mal die spiele Verlauf den ich schon seit 2 Wochen anfordere

Just to get make a "short" proof since u are complaining u dropped from 80k to 13k without playing.

See a small screenshot that you played Big Bass Bonanza with a balance of 29k ...

And I didn't have a live chat with them

And how can 8ch have played the 66,000 if after clicking on the 16 Cashback they were gone and then played the 13,000 as I said

Und ich hatte keinen Live Chat mit ihnen

Und wie kann 8ch die 66000 gespielt haben wenn sie nach dem anklicken der 16 Cashback weg waren habe wie gesagt danach die 13000 gespielt

Okay but liked to have a screenshot with a score of 80000 and then immediately afterwards

Okay hatte aber gerne denn Screenshot mit Spielstand 80000 und denn direkt danach

When playing 13 downward how did u played with 29 ? And based from our and provider logs as already mentioned u played also with 33k .. 45k .. 51k etc.... so all in all you played the complete sum..

I also continued to play and won and lost, it's about the score 80000 and the score immediately afterwards when I used the 16 chasback, nothing else

I know what I've played

If you already show a screenshot you can also show the 80000 stand and then immediately afterwards, or better said when I clicked on the 16 chasback

Ich habe auch weitergespielt und gewonnen und verloren es geht um denn Spielstand 80000 und den Spielstand direkt danach als ich das 16 chasback in Anspruch genommen habe sonst nichts

Was ich gespielt habe weiß ich selbst

Wenn sie schon Screenshot zeigen können sie auch den 80000 stand zeigen und denn direkt danach oder besser gesagt als ich den 16 chasback angeklickt habe

Your screenshot should show that

Das müssten ihre Screenshot ja anzeigen

Dear Casino,

send me the player's gambling history, please. My email: viliam.v@casino.guru

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’.

So it seems to take longer, it would be so easy to display the game history and everything cleared up.

Or do you have to follow the course first .....

🙂 Well

So scheint ja länger zu Dauern dabei wäre es so einfach Spieleverlauf anzeigen und alles geklärt.

Oder muß man den Verlauf erst .....

🙂 Naja

I apologize, but since we haven’t received any evidence from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

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

The Casino can ask to reopen this complaint anytime.

We’ve reopened this complaint as per the Casino’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.     

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but 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.