The player from Germany wasn't able to access his account for several days. The issue was successfully resolved and the funds were paid.
Wild Tokyo Casino - Player is not able to access his account.
Amount: €400
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
1 year ago
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2 years ago
Translation
I deposited and played for several days. Now I have a little over 400 credits and can no longer register. Everything the chat says...set up a VPN, etc. I've done. Every time you try to log in, you get a 403 and Forbidden. I haven't received an answer via support@wildcasino.com for several days. I'm begging, please pay my money. Nothing, no answer.
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2 years ago
Hello Michi123,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Have you accumulated your winnings with or without an active bonus? Could you please post here a screenshot of the error message that appears when you try to log in?
Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru.
I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Dear Michi123,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
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2 years ago
Translation
Hello Kristina, I have sent 2 screenshots. Error message and a mail to the casino.
Is that enough?
Regards
MN***
Edited by a Casino Guru admin
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2 years ago
Thank you for your reply, Michi123. I apologize, but I haven't found any emails from you. Could you please forward everything again to kristina.s@casino.guru? Thank you in advance.
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2 years ago
Translation
Hi Kristina, I emailed wildtokyo 3 times. Reminded twice on 04/05/22 and once on 04/07/22. The link in the 403 doesn't work. I've tried that too, but the address is wrong...wid...tokyo. I didn't have a bonus. I made a few deposits and eventually won a few days later. When I logged out with a balance of just over 400 euros, I was never able to log in again.
Kind regards
Michael N***
Edited by a Casino Guru admin
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2 years ago
Thank you very much Michi123 for your cooperation so far. I will now transfer your complaint to my colleague Peter (peter.m@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 soon.
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2 years ago
Hi Michi123,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Wild Tokyo Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
Good day Michi123,
As we informed you in a letter, you tried to get access to the website, using UK VPN.
According to our terms, UK is restricted country for WildTokyo.
To get an access, we suggest you to use another IP address.
Regards,
Wild Tokyo Casino.
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2 years ago
Thank you Wild Tokyo Casino for your reply.
Dear Michi123,
Have you tried to log in without a VPN?
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2 years ago
Translation
Hi Peter, I played for days without a VPN and then couldn't log in again. I had no VPN on my phone at all until the chat prompted me. Apparently I can't play without a VPN. I then loaded VPN and the server is set to Holland. Also nothing. Now tried without VPN. Also nothing. I've also tried it on my tablet and laptop...nothing.
How do you get a new IP address? I think my devices have different IP addresses. Sometimes a Vodaphone laptop and a mobile phone from a Telekom subsidiary.
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2 years ago
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Also, I never got a message from Wildtokyo.
Only the chat could be reached. It was never a reference to UK...
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2 years ago
Hi Michi123,
It's probably because the Netherlands/Holland is also a restricted country. Here's the list of the restricted countries from the casino's T&Cs:
"2.9 When it comes to gambling laws, they differ from country to country. The following is a list of countries where online gambling is illegal, so you cannot create an account at WildTokyo: UK, USA, Spain, France, Netherlands, Ukraine (including temporarily occupied territories), Curacao, Aruba, Sint Maarten, Bonaire, Sint Eustatius, and Saba, Dutch West Indies, Statia, Singapore, Iran, Republic of Moldova, Germany, North Korea and Italy. WildTokyo has the right to suspend any account created by residents of these countries, as well as to cancel deposits and bets."
What country did you choose in the registration form?
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2 years ago
Translation
..Germany...I'm German in Germany and the connection was via a server in Germany...
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2 years ago
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If Germany is blocked, why only after days and a few deposits? Doesn't matter now.
Just because Germany is no longer allowed to keep my money? They should then simply pay back my deposits without profit.
Thanks
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2 years ago
Thank you Michi123.
Dear Wild Tokyo Casino team,
Could you please shed some light on the whole situation? Why was Michi123 able to register from Germany if Germany is restricted and why was he advised to use VPN? What can he do to get his money back?
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1 year ago
Translation
Hi Peter,
I have now connected through a server in Japan. I was able to log in and have just placed exactly 400 of my 417 euro balance on payout. However, on a German bank account. If the money actually comes back I will let you know. The transfer will probably take at least 3 days.
Thank you again for your efforts!
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1 year ago
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Hi Peter,
I just saw that I always used the you and they always used the you. I beg your pardon.
Many greetings
Michael N******
Edited by a Casino Guru admin
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1 year ago
Hi Michi123,
Don't worry about it. I write in English and the text gets translated 🙂. I hope your withdrawal will be successful.
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1 year ago
Translation
Hello Peter, no.
The balance has been gone from the casino since I stopped paying out, but nothing has arrived in my bank account so far.
Regards
Michi123
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1 year ago
Dear Wild Tokyo Casino,
Could you please explain what is going on and what the status of the player's withdrawal is?
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1 year ago
Hi there,
This client has withdrawal request of total amount 400 EUR. The client can check it by himself at his Account Profile.
Also, please be informed that withdrawal cannot be proceeded before account will be fully verified. As I can see, currently client is not verified.
Regards,
Wild Tokyo Casino.
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1 year ago
Translation
Hi Peter, I can't find anything about account verification in the casino, I asked in the chat...should send an email to kyc@wildtokyo.com
Send. I did and asked how I can verify. Let's see when an answer comes.
Regards
Michi123
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1 year ago
Hi all,
Thank you for your replies.
Dear Michi123,
I found the same information in the casino's T&Cs:
" In order to prevent fraud and to add an additional layer of security to your transactions, Wildtokyo performs identity verification and payment authentication.
- An account owner must complete the account verification before withdrawing funds. This could be done by sending a message in the chat at the WildTokyo website, or by sending an email directly to the financial department: kyc@wildtokyo.com."
Hopefully, your account will be verified without further problems. Please keep me updated.
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1 year ago
Dear Michi123,
We kindly ask you to check your email constantly, since this is not a first time when you state that didn't get from us emails.
At 2nd May, our Financial Team emailed you about account verification. This email contains list of documents that needed to be provided for successful account verification. Today this email was send to you repeatedly.
Regards,
Wild Tokyo Casino.
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1 year ago
Translation
It's a pity that you don't see your own stored email address in the account data.
Regards
Michi123
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1 year ago
Dear Michi123,
I can confirm that the email is correct. If you didn't get from us emails, kindly ask you to contact our Support Team so, they will send you the list of docs is chat conversation.
Regards,
Wild Tokyo Casino.
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1 year ago
Translation
I had asked by email for the document list to be sent again and received it today.
Thanks.
Now it takes me a while to do everything though.
We inform you about this, so that your withdrawal request can be processed quickly and efficiently, please send us the following documents:
- A color copy of your ID/Passport.
- A screenshot of your bank account with the following information on it:
Bank account number / IBAN (international bank account number)
Bank ID / BIC (bank code)
Receiver's detailed address (zip code, street, city, country)
Please also repeat your bank details in writing (IBAN, BIC, detailed address of the recipient).
- A color copy of the credit/debit card used to make the deposit (both sides). You can close the middle 8 numbers of the card and the CVV code.
- Your selfie with your ID/Passport in the background of the wildtokyo.com website
We assure you that all your personal and payment data are governed by our reliable data protection system. Please send us all of the above papers and documents to kyc@wildtokyo.com and include your username in the subject line.
If you have any questions, we are available via live chat or email support@wildtokyo.com .
Thanks
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1 year ago
Hi all,
Thank you for your replies.
Dear Michi123,
Let me know when your verification is finished. I will set the timer to 10 days and will get back to you.
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1 year ago
Translation
Hi Peter, I photographed documents and made screenshots. BUT I have no idea how to do this:
Your selfie with your ID/passport in the against the background of the wildtokyo.com website
Can you help?
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1 year ago
Hi Michi123,
It is quite simple, open the wildtokyo.com website on your PC, sit next to it with your ID and take a selfie. Please note that your face, ID, and PC screen must be visible. I recommend making several pictures of as good quality as possible and selecting the best one for upload.
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1 year ago
Translation
OK thanks. I can only do that in 10 days. I'm on vacation and don't have a PC here. Since I don't have a VPN on the PV either, I have to set it up as well. No casino or other provider has ever asked for anything like this. It looks more like they put me with the photo on the internet as a joke.
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1 year ago
Hi Michi123,
Alright, I see. It actually isn't such an unusual request. I will set the timer to 10 days, let me know when you get back and send the selfie.
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1 year ago
Translation
Hi Peter, I sent some selfies to Wild Tokyo last night and asked for a payout.
Thanks for the tip about the photos.
Incidentally, I also registered so that you can also see Michi123 on the screen.
I hope the photos are good enough.
Many greetings
Michi123
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1 year ago
Thank you Michi123 for the update,
I hope it will all be good now and that you will receive your funds soon.
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1 year ago
Translation
Hello Peter, no.
No money and no message from the casino either.
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1 year ago
Dear Wild Tokyo Casino team,
Could you please update us on the situation here?
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1 year ago
Dear Michi123,
I kindly ask you thoroughly check your email, since our Financial Team emailed you on 24th May with request to provide us proof of payment.
Kind regards,
Wild Tokyo Casino Representative.
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1 year ago
Translation
Hello Wild Tokyo Casino,
Also this time I can't find any mail from you. But I just sent the credit card account statement showing the deposits.
Now that all conditions have been met, please transfer the 400 euros.
Please answer here if you want to pay out the money now.
Kind regards
Michi123
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1 year ago
Dear Michi123,
Kindly note, that there are rules, that should be followed by every player. You must provide all the necessary documents that have been requested by our Financial Department, not the documents that you wish to provide.
If you have troubles with your email, you need to contact our Customer Support Service, so they can provide you the text of the email that was sent to you.
Kind regards,
Wild Tokyo Casino Representative.
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1 year ago
Translation
Dear Wild Casino Representative,
I have sent all the documents that were requested. These were also not objected to. Now to your required list of documents and selfie, the deposit slips. I have fulfilled all your conditions.
Kind regards
Michael Niebuhr
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1 year ago
Dear Michi123,
I was informed that the last document that was sent by you to the Financial Department did not meet our standards of verification documents, since it is unable to determine that document is yours.
Furthermore, please be informer that without providing our department with relevant documents, account verification cannot be fully complete.
All the additional questions, please send directly to kyc@wildtokyo.com
Kind regards,
Wild Tokyo Casino Representative.
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1 year ago
Translation
Dear Wild Tokyo Casino representative, Today I received an email from your support team to send me the front and back of the bank card. I have just done this.
Many greetings
Michi123
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1 year ago
Translation
Hi Peter,
I certainly got the 400 euros from Wild Tokyo Casino today. The IBAN starts with EE... could be Estonia and in the text you can find Stockholm... But I don't expect 400 euros from anyone else... So thank you very much for your efforts, without which I would certainly never have received the amount.
Kind regards
Michi123
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1 year ago
Translation
Dear Wild Tokyo Casino Representative, Thank you for your cooperation and for transferring the 400 euros.
Kind regards
Michi123
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1 year ago
Thank you Michi123 for the update. I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
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