The player from Germany was experiencing difficulties withdrawing his winnings due to ongoing verification. After providing the casino with the necessary documents, his casino account was fully verified. Then, he was able to request a withdrawal. The second payment was received approximately a week after the requests were made. The complaint is resolved.
Wild Tokyo Casino - Player’s struggling to complete account verification.
Amount: €680
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
2 years ago
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2 years ago
Translation
Hello, I have tried to verify myself several times, I play at many casinos and I have always been able to verify myself successfully, but they require, for example, that I open the casino page on a PC and then take a selfie, I wrote twice that I currently can't access a pc..... i sent id card, selfi with id card, deposit from mifinity multiple times... the only thing that has been verified is apparently my address.... just annoying with such casinos to annoy around... maybe you can support me in that case. Thanks
can't upload anymore... max 5mb 🤷🏼♂️
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2 years ago
Dear FlashFX,
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 takes KYC lightly and it might take a few working days to complete this thorough process.
Do I understand correctly that you have provided all the required documents except for a selfie with your PC?
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,
Kristina
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2 years ago
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Exactly, so I uploaded the following: "Id card" front and back, "Id card with Selfi" front and back, "Selfi with a note" in my hand where Wildtokyo.com is on it with the date and multiple screenshots from the mifinity account, So with the mifinity acc that should be clarified, all that remains is the request with the selfi and PC I've verified myself with KYC in the past, without any problems...
It should be clear by now that I'm the person...don't get what the whole rip is all about.
Kind regards
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2 years ago
Thank you very much for your reply, FlashFX. Before we move forward with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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2 years ago
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Sometimes they want the passport, which I still don't have, and sometimes they want the ID card. KYC insists that I take a selfi on the PC.... I'm not verifying myself for the first time... but something ridiculous like that hasn't happened to me either.
I had already requested a chat history with the casino but had not received any history until today...
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2 years ago
Thank you very much FlashFX for your reply. I will now transfer your complaint to my colleague Branislav (branislav.b@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
Hello, FlashFX,
I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Wild Tokyo Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear Wild Tokyo Casino Team,
Could you please state the reason why the player's account has not been verified yet? What documents are problematic? What steps should the player take in order to successfully verify their account?
Thank you in advance for providing the information.
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2 years ago
Hi Marc,
Apologize that you meet such difficulties in verification process, but based on our T&C we receive the right to ask for additional docs for account verification:
2.5 The finance department may postpone processing a withdrawal request due to additional verification.
3.1. Wild Tokyo may at its discretion at any time:
- request additional documents at any time to verify the identity of an account owner. The Company has the right to suspend the account until the user provides necessary documents;
However, I already contacted our Financial Team to sheer some light to your situation. I'll keep you updated.
Have a lovely evening!
Best regards,
Wild Tokyo Casino
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2 years ago
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Ok thanks, meanwhile it is currently not possible for me to use a PC, so alternatively I only took a selfi with a note from Wildtokyo.com with the date.
I have currently canceled the payout because Mifinity only keeps the deposit address open for 2 weeks.
Kind regards
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2 years ago
Thank you for the updates and information.
Dear Wild Tokyo Casino Team,
Could you please let us know once you receive an answer from Financial Team? If there is not an option for the player to take a selfie with a PC behind, what alternative photo could meet this requirement?
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2 years ago
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The account has been verified, I can now withdraw.
Thanks to both parties.
Kind regards
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2 years ago
Great news, FlashFX!
Would you like me to keep this complaint open and wait for a successful withdrawal of your funds or can I consider the issue resolved, please?
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2 years ago
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That's a good question, but I'm assuming that the amount will be transferred promptly, I'll give you an update here again, I think you can close the case today or tomorrow 🙂
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2 years ago
Alright. At this point, I sincerely believe it should only be a matter of time before the payment comes to you.
Just to be sure, I will keep this complaint open until your confirmation regarding the successful withdrawal of all your disputed funds, or an update. Please let us know as soon as you receive the payment(s) and I will close the case.
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2 years ago
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So since a maximum of 400 per transaction is possible, I had requested 1x 400 and 1x 280 for payment, the 400 was transferred but not yet 200, I asked several times in live support who gave me an email, but so far they have not managed it , don't understand why they only approve 1 of 2 pending payouts... well... will just have to wait a few more days.
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2 years ago
I understand. However, let's stay patient and positive and provide the casino with a few more business days to process your second payment. I will wait for your update. If nothing happens until the timer expires, I will ask the casino representative to look at the issue one more time.
Thank you for understanding. Looking forward to hearing from you.
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2 years ago
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Thank you for your support @ Casinoguru Team, the case can be closed .
Unfortunately you can't always look into people's heads.. then Wildpharao now WildTokyo.. in the future I should better avoid casinos with "wild" haha 🙋🏼♂️
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2 years ago
Such great news! Thank you, FlashFX, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Thank you too, Wild Tokyo Casino Team, for providing information and for your cooperation.
Best regards,
Branislav, Casino.guru
