The player from Italy had faced issues with the validation of his payment method at an online casino. Despite having submitted all required documents, including a screenshot of a card replacement request, he was unable to withdraw his winnings because he couldn't provide the old card he no longer possessed. The player's account had been subsequently closed by the casino due to an alleged violation of the maximum bet condition, which the player disputed. The casino had returned the player's deposits to the original payment method. We had assessed the case and found the casino's actions to be justified due to the player breaching the maximum bet rule by purchasing bonus rounds exceeding the allowed limit.
Wild Tokyo Casino - Player challenged by card verification and withdrawal process.
Amount: €4,000
Wild Tokyo Casino
Safety Index:HighSafety Index
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8.8
Wild Tokyo Casino has a Safety Index of 8.8, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
9 months ago
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9 months ago
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Good day, I have submitted my documents for verification. I had two cards; one was for replacing my previous one and the other was what I used for my last few deposits. I submitted both the card I used for deposits and the screenshot of the replacement request. If I use a card for deposits and withdrawals, but no longer use it, how can I still have it? Besides, I usually make deposits and withdrawals on the card I used for the deposit. I can't figure out what to do. Typically in other casinos, I provide a front and back screenshot of the card I'm using. But if I don't have that card anymore, and only have the replacement request, what am I supposed to do?
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9 months ago
Dear simoberto,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
- Have you provided all the other personal documents to verify your identity?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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9 months ago
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Yes, I sent all the documents and also the card that I deposited front and back, at most I can send you the screenshot of the operations carried out when I had the card. Thanks, I'm waiting for your news
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9 months ago
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Sorry but now they actually took away my account while I was playing it made me log out and it won't let me log in anymore.
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9 months ago
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So I was very careful not to exceed the five euro spin bet and now they tell me that I exceeded that which is not true by playing for one euro I bought the spins with 75 euros costing 75 cents per spin, which doesn't mean 75 euro bet but 75 per spin how to play 75 cm percent spins but pafano on the bet of 75 cents of everything to not pay please help me and they took away all the money and blocked the account rather than not paying they were right not to play
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9 months ago
Dear simoberto,
Please be informed that according to our Terms and Conditions, specifically point 4 "The maximum bonus bet amount is: 5 EUR. Bonus buy features, bonus rounds (purchased within the game), bets doubling will be included to maximum bet amount", which means that bonus buy features are included in maximal bet amount.
By the check-up of our security department it was revealed that this term was violated, multiple times, therefore your account was closed and your deposits were returned to your original payment method.
Thank you for your understanding.
Best regards,
Wild Tokyo Casino Representative.
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9 months ago
Hi simoberto,
- Are you aware of buying bonus in-game feature while completing the bonus wagering?
- Could you please clarify how much was refunded to you and what this amount represents?
Thank you.
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9 months ago
Translation
So you gave me what I bet so as not to have problems, you weren't honest, I would have deserved at least half of what I won. why didn't you put blocks it's not enough to put rules without blocks to mislead the customer you can't play live slots to avoid being deceived as elsewhere betting is a real scam I would expect at least at least 1000 euros in winnings in addition to those played to put a point to this story, blocking the site out of nowhere while you think you have won not being able to control anything of my plays is not honest if you want I can continue but to avoid putting a review every week for at least a thousand euros and I deserve to finish the discussion also because all the things said don't add up, it's called a scam and I'm willing to move forward if a solution isn't found, if I then have to play with you that's fine but I don't want to play 40 times trying to screw me and everyone must know this as to how it doesn't happen anymore or at least that I am given what I deserve, bonus game I buy the game at the cost of a certain amount per episode it means that I have to wait for the bonus which cannot happen I bet a hundred times the stake to see if I can win, most of the time I lose because this cannot be part of the winnings because most of the time I lose
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9 months ago
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And in any case I'm not even sure if it happened during the unlocking of the 40 bets because I was careful not to exceed the bet, but you blocked me and closed my account, I can't check, I won, I spent four days to unlock it and you close the site. and you give me back what I played in part 800 euros and you kept 4500 euros without the possibility of checking, in my opinion you made it all up I'm telling you completely the truth
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9 months ago
Thank you very much, simoberto, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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9 months ago
Dear simoberto,
Thank you very much for sharing your negative experience. We are now going to reach the casino team.
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9 months ago
Dear Jozef,
Thank you for your prompt communication and the opportunity to address the concerns raised by the player's complaint. We have diligently provided all relevant details and supporting evidence via email : jozef.k@casino.guru .
Should there be any additional information required or further clarification needed, please do not hesitate to reach out to us. We are committed to cooperating fully with the resolution process and ensuring transparency in this matter.
Your understanding and cooperation are greatly appreciated.
Best regards,
Wild Tokyo Casino Representative.
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9 months ago
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What does this answer mean?? If everything was transparent why block the site?? They sent me three plays in excess, it was enough to remove those, but since they are not real things, I had already reached the bonus, you closed the account, it is not normal, also because I repeat that one cannot
check and who knows why these things happen when you reach 4500 and they don't want to pay as per the reviews of many strange users?? I will continue to warn all people about the scam, I don't understand, however if we have found a solution the answer doesn't say
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9 months ago
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Why not let me check your plays?? And close the account?? At most one removes the wrong plays and lets one control instead, no strange eh??
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9 months ago
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Good morning, we don't know anything more about the case??
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9 months ago
Dear simoberto,
thank you very much for your patience. Based on the information provided by the casino team it looks like you breached the maximal bet condition multiple times. Are you aware of breaching it?
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9 months ago
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No I wasn't aware as I wrote to you for me buying the bonus was like playing a hundred games also because you buy a bonus a hundred times the game a 1 euro bonus you pay a hundred euros and most of the time you lose!! But to finish the matter they blocked my account I can't check and the winnings were eliminated right?? Compliments
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9 months ago
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And so all the winnings have been eliminated, I repeat that every week I will write a review for what happened to me and what happens every week to many people
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9 months ago
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You want to be fair, there's no problem, I'll try to let everyone know how you are. In fact, I'll write it straight away
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9 months ago
Dear simoberto,
thank you very much for your pattience during the resolution. I realize that it took a significant amount of time, but I needed to thoroughly assess all the information and evidence provided. I have also tested the games you participated in, so I possess valid experience.
I deeply regret the circumstances, but I believe the casino's decision is justified, and unfortunately, you are not eligible to receive the winnings. By purchasing bonus rounds for prices exceeding 5 euros, with the highest purchase being 80 euros, you violated the maximum bet limitation. Even though it may appear that the cost was spread out over several rounds, ultimately, acquiring them at such a high price could give you an unfair advantage over the casino bonus.
Ideally, the casino should implement measures to prevent such purchases, thereby avoiding situations like this in the future. However, this is not a common practice nowadays. I am very sorry but I am forced to reject your case.
You have every right not to agree with my opinion. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Feel free to contact me if you have any questions or require further assistance.
Best regards, Jozef
