The player from Italy had experienced difficulties with document submission for account verification, and her submissions had been blocked. She had attempted to submit a double-sided identity card and a recent electricity bill, but the casino rejected these documents and ceased communication. Despite these verification issues, the casino had processed a withdrawal of 140 euros. The player had expressed frustration with the lack of response from the casino and had chosen to self-exclude. We were unable to assist further as the player had requested the complaint to be closed.
Wild Tokyo Casino - Player's document verification is blocked.
Amount: €140
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.
Case closed
Our verdict
Other
REJECTED
Case summary
6 months ago
Public
Public
6 months ago
Translation
Document requests to email are not being responded to, and they've even blocked my submissions. I'm frustrated.
Automatic translation:
Public
Public
6 months ago
Dear lanaveangela221,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Do I understand correctly that you've been trying to pass the identity verification but the casino does not respond to your emails?
Could you please advise which documents you have already provided and when exactly did you send the last one?
Have you provided all the required documents as soon as possible and in the correct format?
When was the last time you communicated with the casino's customer support and what was it about?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Sensitive attachment
Sensitive attachment
6 months ago
Translation
Double-sided identity card and recent electricity bill blocked me from entering the data because the bill was not suitable for them (it does not exceed the three months requested by them) and they blocked the verification but the withdrawal was carried out anyway
of 140 euros they are inconsistent. I sent.email with documents and received no response. I'm practically harassing them both in chat and via email, the responses in chat are repeated with phrases that are inconsistent with the request
Edited
Automatic translation:
Public
Public
6 months ago
Translation
I haven't received a response, they won't let me upload the document, they tell me it's not valid, they're incompetent
Automatic translation:
Public
Public
6 months ago
Translation
I've excluded myself thanks for the help that hasn't arrived. You're terrible, I've wasted money and time, you can close
Automatic translation:
Public
Public
6 months ago
We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.
Kindly note that this is not a live chat, so there is no need to repeatedly ask for our intervention. We currently have hundreds of active complaints and even though we try our best, it is not possible for us to reply immediately to all messages. We have 7 days to respond to each complaint and we always get back as soon as possible. Please, bear with us. Thank you for your patience and understanding.
