The player from Italy won 301 euros and requested a withdrawal after depositing 200 euros. They had provided all the requested documents, but the casino kept asking for a photo of a card with a name that wasn't printed on their Postepay Evolution card. Despite sending an online banking statement, support had only provided automated responses for 5 days. The Complaints Team assisted the player in getting their profile verified, and the withdrawal was eventually processed successfully. The complaint was marked as resolved.
Wild Tokyo Casino - Player’s withdrawal delayed by verification issues.
Amount: €301
Wild Tokyo Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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3 months ago
Translation
Good day. While playing with a real balance, I won 301 euros after depositing 200 euros. I requested a withdrawal, and they asked for my documents. I sent everything, and then they asked for a photo of the card I used to deposit with the name written on it. The problem is that the name is not printed on the Postepay Evolution card. I sent my online banking statement with my name and IBAN confirmation, but they keep asking for it as if it were incorrect. The chat and email support have not helped, only providing automated messages. It has been 5 days that I have been sending documents continuously.
Automatic translation:
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3 months ago
Dear giosef920,
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 which documents you have already provided and when exactly you sent the last one?
- Do I understand correctly that you have not provided photos of your card?
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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3 months ago
Translation
The profile has finally been verified, now all that's left is for the money to arrive, the withdrawal is still pending, I'll update you
Automatic translation:
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3 months ago
Thank you for your reply, giosef920. I am happy to hear that. I will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
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3 months ago
Dear giosef920,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not 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,
Kristina
Casino.Guru
