Wild Tokyo Casino - Player’s dissatisfied with withdrawal limit.

It all began in February this year. That was the first time I've wanted to withdraw a winning from WildTokyo.

The verification processes was the worst I've ever seen, it took WEEKS to verify my account and in the end I had to do a VIDEO SKYPE CALL with them. Are you serious? I was totally speechless but in a negative way.

Now I've won again on their site, my profile is fully verified, the payment method everything.

According to their terms it shouldn't take longer than 24 hours to withdraw the money.

Direct quote from their terms:

"- There is a limit of 3 simultaneous withdrawal requests. The maximum withdrawal limits per transaction / in 24 hours / month are determined as follows:

per transaction: 400 EUR or equivalent in other currency

in 24 hours: 400 EUR or equivalent in other currency"

And

"- All withdrawal requests are processed by the financial department within 24 hours after the successful identity and account verification, every days 9.00-18.00 (GMT+3)."

Well, after 3 days and still a pending withdrawal I wrote the financial department and got this message back:

"The casino administration reserves the right to make payments according to individual schedule, to set the minimum and maximum amount per one transaction and the time for this transaction, which may differ depending on the method of withdrawal, your account level or other relevant factors.

400 EUR will be executed on 04.11.2021

400 EUR will be executed on 09.11.2021

200 EUR will be executed on 12.11.2021"

Without any reason, they doing that on purpose so their is enough time that I spent the rest of my winnings on their site!

It's horrible how players are treated.

Hope you can help me.

Thanks,

Florian

Dear Florian,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you have made successful withdrawals before? Which method to withdraw your winnings you have opted for?

Is there any oher relevant communication between you and the casino that you could forward me? If yes, please send it to kristina.s@casino.guru.

Thank you very much for your reply.

Best regards,

Kristina

Dear Kristina,

yes, I've verified everything in February this year and after 2-3 weeks the withdrawal was processed, the excuse back then was, that the verification process took so long.

So my profile is fully verified now, I'm also using the exact same withdrawal method as before. The withdrawal method is RapidTransfer with Bank Transfer.

No other communication with the casino.

Thank you very much Florian for your reply. I will now transfer your complaint to my colleague Martin 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.

Hello Florian!

I will take care of your complaint from now on. I would like to invite representatives of Wild Tokyo Casino into this complaint in order to help us resolve the issue.

Dear Florian,

Thank you for your honest feedback.

As I see your history, on February 22nd, our Financial Team sent you a list of documents that need to be provided to pass verification. 

Also, as I see that, our Financial Team contacted you several times because you didn’t send all the documents. 

Our Financial Team contacted you three times after they sent you email with required documents. 

Because of this, your verification process was longer than usual.

Our Security system detected a duplicate account that linked with your account, and because of this, your account was sent to Skype Verification.

On November 1st, you received email about a wrong withdrawal request. It means that you tried to withdraw funds to wrong payment method and our Financial Team notified you about this. 

On November 4th, you receive your payment, and according to our rule, our Financial Team reserve the right to make withdrawals according to individual schedule. 

I checked once again your next withdrawal request status and confirm that your payment will be process at 9th November. 

Kind Regards,

Wild Tokyo Casino.

Also, as I see that, our Financial Team contacted you several times because you didn’t send all the documents. 

That's funny since I've sent you all the required documents but you're financial team always asked for more and other documents. Typically for a casino since the more time it takes, the higher is the chance that a player loses all his money.

Our Financial Team contacted you three times after they sent you email with required documents. 

That's not true, why should I complain about that and not respond to the mails? That doesn't make any sense but again a nice typical casino excuse.

Our Security system detected a duplicate account that linked with your account, and because of this, your account was sent to Skype Verification.

But it wasn't a duplicate account, props to your security system or should I say the next excuse to extend the time

On November 1st, you received email about a wrong withdrawal request. It means that you tried to withdraw funds to wrong payment method and our Financial Team notified you about this. 

That's correct, but after that the financial team didn't contact me that the withdrawal will take nearly 2 weeks to withdraw 1000€, that's such a joke, 2 weeks for 1000€?!?!?! What if I won 10000€? Should I wait 1 year for that`?

On November 4th, you receive your payment, and according to our rule, our Financial Team reserve the right to make withdrawals according to individual schedule. 

After I've contacted the financial team! I bet if I hadn't contacted the team it wouldn't have come to that

Thanks for your "clarification", but that doesn't explain why you need 2 weeks to send me the 1000€ although your own terms say something else, let me quote them for you:

-9.2 There is a limit of 3 simultaneous withdrawal requests. The maximum withdrawal limits per transaction / in 24 hours / month are determined as follows:

per transaction: 400 EUR or equivalent in other currency

So why don't you send the full 1000€ if it clearly states in your OWN terms that 3 simultaneous withdrawal requests each equivalent to 400€?

9.2 - All withdrawal requests are processed by the financial department within 24 hours after the successful identity and account verification, every days 9.00-18.00 (GMT+3).

It took 3 days for the first 400€ lol

It's really a shame how some casinos are even violating their own rules, greedy as they are, so that a player can gamble away his money in a weak moment!

Hello Florian,

Thank you for your reply.

As I checked once again, on February 22nd, our Financial Team sent you a list of documents that should be provided to be fully verified.

As a reply to our email, you sent as back only part of required documents. Our Financial Team contacted you three times to get full pack of documents. 

Please be aware that verification process depends on not only from Financial Team, but also from the player.

According to our rule:

- Wild Tokyo has the right to determine its own payment and withdrawal terms and maximum and minimum withdrawal amount for each procedure, which may differ depending on the withdrawal method, account status and other possible factors affecting the withdrawal process.

Please be informed that Wild Tokyo Casino operating in accordance with our established rules. 

Our main thing that we always try to do is deliver to our customers high-quality service and only positive gaming experience. 

As I see today you receive your withdrawal and I will try to speed up your next withdrawal. I am sorry, if we didn’t meet your expectations, and of course, we will do our best to fix this situation. 

Best Regards,

Wild Tokyo Casino.

Dear Florian,

I am glad to see that you have already received your first installment. I will extend the timer to 7 days for you, so you can inform us once you'll receive the following installments of your withdrawal.

Looking forward for hearing from you.

- Wild Tokyo has the right to determine its own payment and withdrawal terms and maximum and minimum withdrawal amount for each procedure, which may differ depending on the withdrawal method, account status and other possible factors affecting the withdrawal process.

But for no reason, without explanation, simply dividing the payouts from a ridiculous amount of € 1000 over 2 weeks says a lot about your casino!

Our main thing that we always try to do is deliver to our customers high-quality service and only positive gaming experience.

What you are doing right now is exactly the opposite of "customer high-quality service"

@Martin: It's a shame how long it takes casino guru to process claims like that since the last payout will be in 3 days and the initial claim was the LONG withdrawal timeframe of nearly 2 weeks. So you didn't help me in anyway

Dear Florian,

I contacted our Financial Team and asked to speed up your withdrawal. Please expect your withdrawal tomorrow during the day.

Best Regards,

Wild Tokyo Casino.

Dear Florian,

Have you managed to receive your withdrawal?

Yes thanks

Dear Florian,

Was that the last withdrawal or is there any more to come?

Dear Florian,

Have you received all of your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

Yes, thanks for the help, you can close the complaint

Hello Florian!

Thank you for providing us with information and I am delighted to see that you managed to receive all of your winnings. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.