Hello, I had over 42,000 euros in my account on March 27th, 2022. I got lucky with the online slots.

Now a few days later I log in and there are only 2500 euros left on my account. Almost 40,000 euros simply disappeared

Hallo ich habe am 27.03.2022 über 42.000 Euro auf meinem Konto gehabt. Ich hatte glück beim den Online Slots.

Jetzt einen Tagen sp?ter logge ich mich ein und auf meinem Konto sind nur noch 2500 Euro drauf. Es sind einfach fast 40.000 Euro verschwunden

Dear fulda2108,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward your game history along with any relevant communication to [email protected]? Please confirm that you haven’t provided access to your account to anyone else. Were your winnings accumulated with or without an active bonus, please?

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

Thank you very much, fulda2108, for forwarding the email. I understand now that the following rule has been used to reduce your winnings (T&Cs):

"4.2 WITHDRAWALS

4.2.1 At any time, You can decide to withdraw part or all Your funds from Your Account by selecting from the various options made available by Us. There is a general limit on withdrawals of one thousend Euros (€1,000) per user, per day, five thousand Euros (€5,000) per user, per week (excluded progressive jackpot winnings). The maximum Cashout will be 50 x of your last Deposit. Depending on the currency and on the chosen withdrawal option, certain transaction fees may apply. We will not charge any fees for withdrawals; However, You shall bear all costs for financial institutions or payment processor fees. Once all the available funds have been withdrawn, the player has the right to close his account if he wishes to do so."

Could you please advise if your winnings were accumulated with or without an active bonus? Looking forward to hearing from you.

I deposited 50 euros by immediate transfer and without a bonus.

Ich habe 50 Euro per sofort überweisung eingezahlt und das ohne Bonus .

Thank you, fulda2108, for the clarification.

I would like to emphasize, that according to our Fair Gambling Codex, we consider this rule to be unfair and predatory when it’s applied to a real money game. 

I will now transfer your complaint to my colleague Peter ([email protected]) 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.  

Hi fulda2108,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Wild Pharao Casino to the conversation to participate in the resolution of this complaint.

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.

Hi fulda2108,

I tried to get in touch with the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from its side. 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, I recommend you to contact the Curacao Gaming Authority ([email protected]) and submit a complaint to them. It's not the best licensing authority out there but it has more options and tools to help players. Let me know how they replied ([email protected]). I wish I could be of more help.

Best regards

Peter