The player from Italy had experienced technical difficulties when uploading verification documents to an online casino. After winning 800 euros and requesting a withdrawal, the casino had requested account verification. However, the player had found the website interface non-responsive. The issue was eventually resolved after the player had been able to send the documentation and the casino had verified the account. Despite an initial concern about a violation of bonus rules, the casino decided to overlook the issue and had processed the player's withdrawal. The player had confirmed the receipt of all payments and expressed satisfaction with the casino's professionalism and the assistance provided by the Complaints Team.
Wild Tokyo Casino - Player is experiencing difficulties in verifying their account.
Amount: €800
Wild Tokyo Casino
Safety Index:HighSafety Index
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8.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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11 months ago
Translation
Hello, I made a win of 800 euros (bonus money then converted into real money) on this casino. I requested a withdrawal and in fact the money was withdrawn from the account. I received an email shortly after, asking for documents to verify the account for the bank transfer. Everything is right up to this point, except that I can't upload the requested documents on the website. I try to upload them but then it seems as if it gets stuck.
Can you help me? Thank you
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11 months ago
Dear marcosalute92,
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.
- Could you please advise if you tried uploading your personal documents to your player's account or if you were requested to send them by email?
- Are you able to communicate with the casino directly?
- If there's any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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11 months ago
Translation
Good evening, thanks for the prompt response.
So, I finally managed to send the documentation and they verified the account. Everything was fine except that now they sent me an email telling me that since I violated their bonus rules, my winnings could be deducted. However, currently I have made the withdrawal on the site and obviously I have nothing in my online account. Now I sent him an email asking when they will wire the money to me. I await their response.
What do you think about it?
A thousand thanks
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11 months ago
Dear marcosalute92,
Firstly, big congratulations on successfully completing the account verification process! We're delighted to have you as part of the Wild Tokyo family.
Regarding the bonus rules violation, we acknowledge that there were instances where the maximum bet of €5 was exceeded. However, we understand that these were unintentional mistakes, and considering your loyalty as a customer, our team has decided to overlook this issue.
We're pleased to inform you that your first withdrawal is scheduled for today. You will receive a confirmation email from our Finance department during their working hours, which are from 9 AM to 6 PM UTC+2.
If you have any further questions or concerns, feel free to reach out via Live Chat or Email.
Best regards,
Wild Tokyo Casino Representative
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11 months ago
I appreciate the understanding and fair approach from the Wild Tokyo Casino Team. I wish more casinos followed the same policy.
Dear marcosalute92,
Please let me know when you receive your winnings so I can update this complaint accordingly.
Looking forward to hearing from you.
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11 months ago
Translation
Hello everyone.
I confirm that the first withdrawal of 500 euros has arrived.
Thank you Wild Tokyo for your availability, speed and honesty. When you work in compliance with the rules and the customer, you have to recognize it. I await the second withdrawal of 300 euros.
And thanks to Casino Guru for their absolute availability.
Greetings
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10 months ago
Great news! I'm happy to learn that the initial withdrawal went through smoothly. I'll eagerly await further positive updates.
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10 months ago
Dear marcosalute92,
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.
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10 months ago
Translation
Hi, sorry but I missed the email.
I confirm that the payments have all arrived, precise and punctual.
Thanks to the Wild Tokyo casino for your professionalism and thanks to you at Casino Guru for your availability, I must say that you offer a non-trivial and truly well-done service.
Greetings
Marco
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10 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, marcosalute92, for your cooperation and confirmation, and please don’t 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,
Petronela
Casino.Guru
