The player from Italy had made a withdrawal request after a small win but hadn't received any money after a week, despite having completed verification procedures. He had also made unsuccessful attempts to contact the casino. We had advised the player to wait at least 14 days after requesting the withdrawal before submitting a complaint. However, the issue had been resolved shortly after the player contacted us, with the casino issuing the payment. We then marked the complaint as 'resolved'.
Wild Tokyo Casino - Player experiences withdrawal delay.
Amount: €270
Wild Tokyo Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
Public
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5 months ago
Translation
Hello, I had a small win at this casino. I requested a transfer and initiated the verification procedures and passed, but still, after a week, I have received nothing, everything remains in limbo. I keep asking in the chat and they tell me nothing, they tell me I have to contact email. I have written to them 6 times and they do not respond to anything. Can you help me..??
Automatic translation:
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5 months ago
Dear granatom86,
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
Public
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5 months ago
Translation
Payment has just been issued thank you very much
Automatic translation:
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5 months ago
Dear granatom86,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
