Wild Tokyo Casino - Pelaajan tili on suljettu väitetyn päällekkäisyyden vuoksi.

Hello,

I would like to submit a complaint regarding Wild Tokyo casino.

On October 16th 2025, I created an account with Wild Tokyo casino. I deposited €300, played roulette, and won €3,000 without using a bonus. Afterward, I played a slot game to complete wagering, i successfully verified my account, and requested a withdrawal.

However, the next day, I received an email from the casino stating that my account was permanently closed because I allegedly have another account, referring to section 2.8 of their terms and conditions.

I was very surprised by this because I have never opened another account with Wild Tokyo casino. It is very confusing why they allowed me to register, deposit, play, verify my identity, and request a withdrawal, only to later claim a "duplicate account" and close my account after I won.

I immediately sent them an email asking for clarification and requested that they inform me when and under what name or details this supposed "other account" was created. It has now been over a week, and I have not received any reply.

I believe this situation is unfair and that the casino should at least provide proof of any duplicate account before confiscating winnings and closing account. I am kindly requesting your assistance to help resolve this issue and to get either my winnings or a fair explanation supported by evidence.

Thank you in advance for your help.

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Dear Zedpower,

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.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Is there any possibility that you created another account at this casino in the past?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Could you please advise if you have passed the KYC verification?

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,

Veronika

No, that’s not possible. That’s why I decided to contact you. I genuinely don’t understand what happened or what other account I’m allegedly associated with

Please forward me all the communication between you and the casino customer support regarding the accusations of you having duplicate accounts at veronika.f@casino.guru. Kindly include all other evidence that could be relevant to the investigation as well.

Dear Zedpower,

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.

Dear Veronika, I sent you an email

Dear Zedpower

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello Zedpower,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Wild Tokyo Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Please provide the evidence regarding the multiple account breach to my email martin.l@casino.guru

Thank you in advance for providing us with your view of the issue.

Dear Martin,

We have provided additional details regarding this case to the indicated email.

We are open to any questions if such appear.

Kind Regards,

Wild Tokyo Casino Representative

Dear casino representative,

thank you for your detailed message.

Dear Zedpower,

After a thorough review of your case, I would like to share the results of our investigation.

Based on the evidence provided by the casino, I must regretfully reject your complaint as unjustified.

The evidence clearly indicates that your account is linked to other accounts, created or accessed from the same device or location. This practice can lead to unfair advantages, such as exploiting bonuses or promotions intended for single accounts.

For future reference, I strongly recommend adhering strictly to the casino's Terms and Conditions and avoiding any attempts to gain unfair advantages through the creation of multiple accounts. I understand this is not the outcome you were hoping for, but the evidence is indisputable.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!

Best Regards,

Martin