Wild Tokyo Casino - Pelaaja uskoo, että hänen nostonsa on viivästynyt.

After so many deposits into my account, now I'd like to withdraw something from it... And here begins a flood of requests for documents, all duly requested, now the withdrawals are blocked, it seems like one excuse after another to not pay out the winnings. Can you help me?

Dopo tanti versamenti fatti sul mio conto, ora vorrei prendere qualcosa dal conto.... E qui inizia una marea di richieste di documenti, tutti regolarmente invitati, ora i prelievi sono bloccati, sembra proprio una scusa dopo l'altra per non pagare le vincite. Mi potete aiutare?

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Marcellocmp,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thanks for your reply, I know it's been a short time, I hope checking my account doesn't drive me crazy, also because, in gambling, you often lose, but if you can't withdraw when you win, then it's better to stop.

Grazie, per la risposta, lo so e passato poco tempo, spero la verifica del conto non mi faccia impazzire, anche perché , nel gioisi perde spesso, ma se quando si vince non si puoi ritirare allora meglio smettere

Dear Marcellocmp,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Marcellocmp,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Kyc passed, and first withdrawal credited, so everything ok... If I may say my opinion, I don't agree with the withdrawal limits and the excessively long processing times, but anyway it is specified on the site, for my safety, I play elsewhere, also because I noticed that, at the beginning the support is in Italian, then when you have withdrawals in progress, they only respond in English... See you soon Guru

Kyc superato, e primo prelievo accreditato, quindi tutto ok... Se posso dire la mia, non sono d'accordo con i limiti di prelievo e con i tempi troppo lunghi di elaborazione, però cmq è specificato sul sito, per mia sicurezza, gioco da un altra parte, anche perché ho notato che, all' inizio l'assistenza è in italiano, poi quando hai prelievi in corso, rispondono solo in inglese... A presto Guru

Dear Marcellocmp, thank you for your response. Could you please confirm how much do you currently need to withdraw?

Additionally, could you please share a screenshot of you current withdrawal and of any communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots 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.

Dear Attila,

We have provided additional details in the email attached to this case, which should help clarify the situation.

If you have any further questions, please feel free to let us know.

Dear Marcellocmp,

Please note that regarding the language of communication, our Support Department uses integrated translation in Live Chat. This allows us to assist you in your native language, even though our primary support language is English.

However, when it comes to KYC procedures, these are conducted exclusively in English to ensure full accuracy and to avoid any misunderstandings. We do not use translation tools for these processes, as translating sensitive or regulatory information could lead to errors or misinterpretation. Conducting these steps in English allows us to provide precise instructions and maintain compliance with our internal and regulatory requirements.

You are always welcome to use translation tools on your side if needed for better understanding.

Additionally, we would like to confirm that your requested withdrawals have been successfully processed, and confirmation emails have been sent to you accordingly.

If you require any further assistance, we are here to help.

Kind regards,

Wild Tokyo Casino Representative

Dear Marcellocmp,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru