Wild Tokyo Casino - Pelaajan tili on suljettu.

Hi,

I joined this casinoapprox 2 weeks ago and signed up after my husband had already joined and he recommended i join and try it, after about a week or more and making several deposits I was lucky and managed to win over a period of 3 days with my winning max of $4800 and when I finally decided to withdraw my balance was $2600, I proceeded to verification which was difficult and three quarters the way thru a notice came up that my account was selected by the security team, they allege i have multiple accounts and confiscated my winnings, I can beyond any reasonable doubt confidently guarantee I did not sign up for more than 1 account, 100% fact, they are clearly fabricating this to use as an excuse to deny me my money which is so wrong and appalling behaviour and a criminal act in my eyes, I have tonight attempted to log in using the same credit ails that I always use and now they are saying that my user name is incorrect and they have deactivated my account, I have acted honestly and had good faith in this casino as my husband selected this particular casino from reading your sites review and thought it had to be honest and fair venue, this has left me very upset and I have been off work for 3 years due to a mental health disorder and that money was to go to helping my financial day day living and expenses please can you help me.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wild Tokyo Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you shared any resources with your husband when playing, such as devices used when playing, or payment methods, when depositing in the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Tomas,

thank you so much for responding, please see my answers below, I are still locked out of my account, I wrote an email to them disputing there allegations and they have not responded, I will send you the email contents that I sent them, TBH sincerely this has caused me so much stress as my money is limited and I was so happy knowing I had won the money it took a lot of stress off me, then to get the notice of confiscation was an absolute shock that triggered my already health condition that I receive treatment for, I do greatly appreciate Casino Guru help and hope that a justified outcome can see this resolved

Have you shared any resources with your husband when playing, such as devices used when playing, or payment methods, when depositing in the casino? No, 100% not

What games did you play to accumulate your current balance in the casino? Slots only (slots, live games, betting on sports)

Did you achieve your current balance with the help of a bonus? No was from my deposited funds

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Thank you Tomas

Hello kezza71,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Wild Tokyo Casino to join the conversation.

Dear Wild Tokyo Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information to me via TEAMS or email at michal.k@casino.guru

Hi Michal,

Nice to meet you even tho it is via writing, thank you for taking the time to assist me trying to get a fair & rightful outcome in this error that has occurred, I do greatly appreciate the Guru teams support, should you require any further information or clarification on what has already shared.

Kind Regards

Kezza71

Dear Michal,

We have emailed you additional details regarding this case.

In case any other questions arise, we will be glad to help.

Kind regards,

Wild Tokyo Casino Representative

Dear Wild Tokyo Casino Representative,

Thank you for your email containing the details about the player case. I have sent some further inquiries and am eager to receive your reply.

Dear Michal,

We have added some relevant information to this case and are open to discuss any questions if they arise.

Kind Regards,

Wild Tokyo Casino

Dear Wild Tokyo Casino,

Thank you for your email. I have conveyed my insights regarding potential next steps to clarify the situation. I await your response.

Dear Kezza71,

Could you kindly confirm whether your husband has suggested that you join any other casinos? If that is the case, could you specify which ones? Additionally, have you or your husband taken advantage of any bonuses at Wild Tokyo Casino?

What devices have you utilized to register and play at Wild Tokyo Casino, if you don't mind sharing? Furthermore, could you please publicly affirm that you are the sole holder and "operator" of your Wild Tokyo Casino account and that no other individual has accessed your account?

Hi Michal,

sorry for late response, happy to provide the requested responses. Response to your first question, has my husband suggested I join any other casino’s.

Yes my husband suggested after me complaining that I was having no luck on the casino I was playing, which I had been playing at for quite some time Slot Mafia I never had any issues and honoured the winnings transferred to my account bank, he suggested Wild Tokyo as he does a fair bit of research to try and determine which casinos are not scams or dishonest and he had been visiting your site and reading reviews and spoke highly of Casino Guru credibility . And at the time he was having a bit of luck, I have recently joined Neospin, there may have been 1 or 2 others that I signed up and experienced difficulty accessing there site or deposit issues so never actually played on them.

Taken advantage of bonus absolutely not, we both prefer and do not submitt bonus codes when depositing and have on a number of the casinos declined the welcome bonus as we truly believe that it is a disadvantage and restricts you from playing the games of our choice, if bonus is automatically sent to our accounts of course we will play them, if you are able to receive information from the casinos that I have mentioned they could verify this.

The 2 devices that I have registered and play on are my IPad and my IPhone 13 only, not sure 100% which one of the two that I originally joined up on but these are the 2 devices I play on and have ever played on.

I Kezza71 can without any reasonable doubt 100% confirm that I are the sole holder & Operator of my Wild Tokyo Casino Account and that no other individual has accessed my account

yours sincerely

Kezza

Dear Kezza71,

Thank you for your response. I will continue my dialogue with the casino team on the next appropriate steps, which will help to clarify the situation at hand.

Dear Wild Tokyo Casino,

I am looking forward to the next steps we discussed in our email correspondence, as I believe this planned course of action will provide the clarity needed to resolve this matter.

Dear Michal,

We’ve added some relevant information to this case and wanted to make sure you’ve received our latest email.

Please don’t hesitate to reach out if you have any questions or would like to discuss any of the details further — we’re happy to help.

Kind regards,

Wild Tokyo Casino Representative

Thank you for the information and evidence provided, Wild Tokyo Casino Team.

Dear Kezza71,

After thoroughly reviewing all the information and evidence available, we regret to inform you that we must consider your complaint unjustified, as there has been a breach of the casino’s terms and conditions — specifically relating to the creation and/or usage of multiple/duplicate accounts.

The casino’s security team found several indicators suggesting this, such as deposits of matching or very similar amounts and engaging in the same or strikingly similar gameplay across multiple identical games at nearly the same time. While I understand that your husband was playing in the casino as well, and any of these factors on their own might not seem problematic, together they form a consistent pattern that cannot be viewed as a mere coincidence. Based on this and other sensitive information that cannot be shared, it was concluded that multiple/duplicate accounts were in use.

Additionally, the casino identified some inconsistencies during your KYC verification, which further supported their findings. Unlike land-based establishments, online casinos cannot directly verify who is operating each account and therefore must rely on their internal rules and security procedures to ensure fair play, and they must act based on the information and evidence available to them.

Every casino must strictly enforce its policies on multiple/duplicate accounts to ensure fair play and protect both the casino and its players. The casino’s actions were taken in accordance with its terms and conditions, which you agreed to when registering your account, as also explained to you previously by their support team.

I understand that this is not the outcome you were hoping for. You are, of course, entitled to disagree with our decision and may choose to pursue your case with the casino’s licensing authority or the relevant regulatory body in your jurisdiction if you still believe your position is justified. However, as mentioned, we are unable to provide any further assistance in this matter.

I strongly recommend that you adhere to each casino’s terms and conditions in the future to avoid similar issues.

We’re sorry we cannot be of more help in this instance. Should you encounter difficulties with another casino in the future, please don’t hesitate to contact us — we’ll try our best to assist you.

Best regards,

Michal

Casino Guru