GoldenPharaoh Casino - Запрос игрока на вывод средств задерживается.

I made a withdrawal request on 10/16/2024 and I still haven't received the amount. The timeframe informed by the casino is 21 business days, which has already passed. The casino states they are experiencing delays. I would like to receive my money as soon as possible because when it comes to depositing, they always make it easy, but when it comes to withdrawing, they offer only one option and then take months to pay.

Fiz uma solicitação de saque no dia 16/10/2024 e ainda não recebi o valor. O pra so informado polo casino é de 21 dias úteis, prazo esse que já passsou. O casino informa que estão com atraso. Gostaria de receber meu dinheiro o quanto antes, pois para depositar sempre facilitam, mas na hora de sacar só dão uma opção e ainda demoram meses para pagar.

Dear sirlenybritto3, 

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 accumulated your winnings with or without an active bonus? 

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, 

Veronika

Yes, I had already made a successful withdrawal from the casino. The winnings come from free spins bonuses offered by the casino. Yes, I have already done the KYC check.

Sim, já havia feito 1 saque bem suscedido junto ao casino. Os ganhos são provenientes de bônus de rodadas grátis, oferecidos polo casino. Sim, já fiz a verificação KYC.

Thank you very much, sirlenybritto3, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of GoldenPharaoh Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Dear sirlenybritto3,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite GoldenPharaoh Casino representative to join this conversation.

Dear GoldenPharaoh Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

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’ which may negatively affect its rating.

Dear sirlenybritto3,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Mirka