Wild Tokyo Casino - Player’s withdrawal has been delayed.

Hello. I have emailed Wildtokyo Casino multiple times but have received no response.

I am reaching out to Wildtokyo to inform them that I have become very sick due to gambling and I want to withdraw my balance. I am experiencing suicidal thoughts and feeling very unwell.

I have now waited a week without receiving any response.

I know they have a monthly withdrawal limit of 10,000 euros and a daily limit of 500 euros.

However, I am in a condition where I cannot log in and withdraw every day because I am afraid of losing all my money, and I have suicidal thoughts due to shame.

I am pleading with you to withdraw my balance so I can move on. Help me.

I have contacted your chat support, but they can't block my account while I withdraw.

Dear Dung34,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

Have you requested self-exclusion from the casino?

If so, would you be so kind as to forward me the account closure requests that you sent to the casino?

Could you please share your full communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Thank you very much in advance. 

Best regards, 

Dominika

Hello. I have sent you an email with all the chat messages and emails I have sent to them.

I feel very bad and have suicidal thoughts because of my gambling. I can't control it anymore. I'm afraid of losing it all or committing suicide.

my condition is bad.

Dear Dung34, thank you for the information.

Could you confirm if you have completed the KYC verification?

Has your account been closed by the casino?

Do you still have any pending withdrawal requests?

I have completed it

I have no milder left

they are lost

Dear Dung34, has your casino account been closed?

Did you cancel your withdrawal request and lose money?

No, it is not closed

They have not responded to my emails.

no lost them in my balance.

and the payments I had out were only DKK 3700

I do not know if they have a claim to pay me the money I have lost

they don't answer me on purpose when I tell them I have a problem

Now I have received an email from them that they have closed my account.

they have been waiting for me to go mental and lose my money so they can close my account.

I have never experienced anything like it.

I hope you can pay out the money I have transferred to you. Because you shouldn't even be entitled to have online betting sites, you don't care about your customers

Thank you very much, Dung34, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Many thanks for the help

I just have to wait for your colleague here on the thread

Dear Dung34,

I'm Kubo, and I will be handling your complaint moving forward. I’m truly sorry to hear about the situation you’re facing, and I assure you I’ll do my best to assist you in resolving the issue. If there have been any updates regarding this case since the last provided information, please let me know.

I’d also like to invite the representatives of Wild Tokyo Casino to join this discussion and share any relevant details that could help in resolving this matter.

Dear Wild Tokyo Casino,

Could you please provide a comprehensive explanation of this case, specifically why the player’s explicit request to close her account, in which she expressed suicidal thoughts, was not immediately honored?

Given the seriousness of the player’s mental health concerns, this situation suggests a failure to prioritize responsible gambling practices. Could you clarify what procedures were in place to handle such requests and why they were not effective in this case?

Thank you in advance for your response.

Best Regards,

Kubo

Dear Kubo,

We would like to address the user’s concern regarding their account closure request.

Initially, the request could not be fulfilled due to an active withdrawal at the time. As outlined in our Terms and Conditions:

7.3 "You can close your account only if you do not have funds on the balance and/or there aren’t any withdrawal requests in the course of processing."

The user was informed of this rule and advised to reach out again for account closure once their withdrawal request was fully processed. However, they chose to cancel their withdrawal, played the funds, and did not follow up with us thereafter.

At present, the user has no active balance or pending withdrawal, enabling us to proceed with closing their account as per their initial request.

If there will be any other questions, we are open to answer them.

Best Regards,

Wild Tokyo Casino

I hope you give me a really good explanation.

I have been hospitalized because of this, and I really hope you give me a good reason why you haven't replied to my emails.. and right after I lost the money my account closes.

I am asking you to pay me the money from the day I contacted you by email and asked for help.

because I don't think this is humanly made at all

You can't freeze an account while paying out, and you can only pay out 500 euros every few days, and you recognize every two or three days? How long do I have to wait for it all to be paid out? 6 months? And when I have a problem, 5 minutes is enough to kill me

I am completely shocked by all the emails I have written to you without success. Through a lot of chat I wrote how bad my condition was, I was told that I have to write to an email that never replies.

Do you really think treating your customers that way is fair? I am shocked by you.

I request that you pay out the money I have won from you which you have never paid out with vijle

Dear Dung34,

We would like to clarify the following points to ensure full transparency.

Firstly, we note that you contacted our KYC team regarding your account closure. However, this team is not responsible for handling such requests. As outlined in our Terms and Conditions (Clause 7.1):

 "The account owner can close their account for an indefinite period at any time by sending an email to Wild Tokyo support at support@wildtokyo.com."  

Secondly, our dedicated support team has consistently responded to your emails and chat inquiries, ensuring your concerns were addressed. For your reference, we have attached screenshots demonstrating our prompt and thorough responses.  

We also want to address a critical point: at no point prior to your winnings did you communicate any concerns related to suicidal thoughts or similar issues. These claims were not raised until after the winnings, which raises questions about their timing and authenticity.

Furthermore, our Terms and Conditions are prominently displayed and accessible prior to registration, ensuring transparency for all users. Specifically, the rule regarding account closure with an active withdrawal is clearly outlined in Clause 7.3:

"You can close your account only if you do not have funds on the balance and/or there aren’t any withdrawal requests in the course of processing."  

Unfortunately, we are unable to make exceptions to this policy or process account closures under these circumstances.  

Ultimately, the decision to play with your account balance rests solely with you as the account holder. While we strive to provide a responsible gaming environment, we cannot be held accountable for individual decisions made during gameplay.  

If you require further clarification or assistance, please do not hesitate to contact us. We remain at your disposal to support you.  

Kind regards,

Wild Tokyo Casino Representative

Dear Wild Tokyo Casino,

Thank you for your prompt response. To proceed with the investigation, I kindly request the following documents:

• Player’s chat transcripts: Please provide the full conversation starting from the date the player raised concerns regarding her gambling problem. This should include the entire chat, not just the portion attached as screenshots in this thread.
• Player’s cashier history: A detailed transaction history from the date the concerns were raised to the date the remaining balance was played out.

Please send the requested documents to my email address: jakub.m@casino.guru.

Your cooperation in resolving this matter is greatly appreciated.

You are very welcome to attach it all here on the thread so I can see us.

I have played in many foreign casinos, but I have never experienced anything like this. I have written a lot of emails to you, you have not replied until I have lost my money and then close my account.

Is this how you look after your customers?

I have written to your chat support several times and told them my situation, they asked me to contact your email, which you also do not reply to.

I am shocked and deeply unhappy about their action.

I hope you give me back what you owe me.

I don't understand how you can run a casino without having a conscience on that front and one thing is certain, you have to look after your players.

I have told you over and over again about my condition, telling you that I am in a condition where I cannot control my game and am asking you to do something as I cannot afford to lose any more.

Dear Kubo,

Our team is currently finalizing the necessary information, and you can expect it to be sent to your email address later today.

If there’s anything else you require in the meantime, please don’t hesitate to contact us.

Kind Regards

Wild Tokyo Casino Representative

Dear Wild Tokyo Casino,

Thank you for your detailed review of the issue. I have sent you my thorough observations and am now awaiting your response.

Thank you for your cooperation.

Dear Kubo,

We have provided a response to your observations on the email.

If you require further clarification or assistance, please do not hesitate to contact us.

Kind regards,

Wild Tokyo Casino Representative

Dear Wild Tokyo Casino,

I’ve responded to your message with additional inquiries. Could you please provide a response at your earliest convenience?

Thank you.