The player from Austria had requested three withdrawals of 500€ each, of which two had been paid out. However, the remaining withdrawal had been delayed for two weeks. They had also wanted to withdraw an additional 2500€. The Complaints Team had facilitated communication with the casino, which confirmed that the delayed withdrawal had been processed successfully. The player had since received all pending payments and had requested further withdrawals, but had expressed dissatisfaction with the casino's customer service and account management. The complaint was marked as resolved, and the player was encouraged to reach out for future issues.
Wild Tokyo Casino - Player's withdrawal is delayed.
Amount: €1,500
Wild Tokyo Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.8
Wild Tokyo Casino has a Safety Index of 8.8, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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4 months ago
Translation
I requested three withdrawals of 500€ each on August 4th, 2024. Two of these were paid out: one on August 12th and one on August 6th. Now, everything has come to a standstill, and no further payments are being made. Unfortunately, they seem to wait until I lose the rest of my money, but I do not want to do that. I currently have 2500€ in addition to the 1500€ and would like to withdraw it. It is outrageous to promise big winnings but then be unwilling to pay them out.
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4 months ago
Dear Unti78,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise if your account has been fully verified?
- Have you been advised why you can’t withdraw your winnings or what is causing the delay? Is it an internal casino system issue, or it’s related to your account only?
- Is the third withdrawal still pending in your account? Are you able to request more withdrawals?
I am looking forward to hearing from you.
Best regards,
Tomas
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4 months ago
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Dear Thomas, my account was successfully verified and I have therefore received two payouts. I was told that this has to do with the specific amount of my account. Payouts depend on gaming activity and payouts can be adjusted individually by the casino. I'm just wondering what that means. I now have 69 coins and you get one coin when you wager €1000. There is no exact information about payouts.
Another two times €500 were paid out, three withdrawals are open for €500 each and I still have €2500 that I cannot request as a withdrawal because there is a limit of a maximum of three withdrawal requests. They wait until everything has been lost. At other casinos it was processed daily....
LgUnti78
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4 months ago
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Oh, miracles still happen! My third withdrawal has just been processed. I have now requested another withdrawal and so there are now three requests open. One from August 6th, one from August 12th and one from August 19th. Let's see how long it takes until everything is ready. I'm really glad that I didn't win a five-figure sum; I wouldn't survive at this rate. I'm really disappointed with WTC. Every deposit works smoothly.
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4 months ago
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Hello, because I'm really annoyed about the long wait, I'm sending you the news straight away. Another PAYOUT of €500 has been processed, the second one today. It's getting slow.
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4 months ago
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Good evening, to keep you updated, I still have money that I want to withdraw. It's not possible because there are three withdrawals pending. More than three are not possible and each one is a maximum of €500. I have now wagered almost €90,000 and am still on level 2 without features such as personal support. So this casino is the most extraordinary so far. What's the point?
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4 months ago
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Deposits still work at any time and without limits. I tried it despite having credit.
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3 months ago
Thanks for the continuous updates.
According to the casino's withdrawal policy: https://wildtokyo08.com/en/terms-and-conditions
9. Withdrawal Policy
(...)
- 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: 500 EUR or equivalent in other currency
in 24 hours: 500 EUR or equivalent in other currency
per month: 15000 EUR or equivalent in other currency
- Have you received any explanation from the casino as to why the withdrawals are delayed?
- How much do you still wish to withdraw at this point?
- If the issue persists, please share your recent interaction with casino support regarding the issue.
- My email is tomas@casino.guru
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3 months ago
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Thank you for your feedback. I have read the terms and conditions. There are three outstanding withdrawals of €500 each. I still have €1000 and would like to have this paid out. The processing of the requests is very slow. How is that supposed to work, €15,000 in one month, when the casino can't even manage a third in 30 days??? The support just said they have so many requests to process and my account balance is specifically high, which is why it is taking so long. It's not my fault that I won. They wait until everything is lost again or the player makes a mistake. But....I know the terms and conditions and will stick to them. We'll see when the rest of the money arrives.
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3 months ago
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Good day, the joke continues. Now I was asked to send my credit card, front and back. I did that and I'm wondering why? I requested all withdrawals with Skrill, which has worked so far. It's just really slow. What else will happen until it's finished? But it's my own fault, I didn't have to play.
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3 months ago
I am sorry for your ongoing trouble.
The total overall amount for withdrawals might trigger additional verification of your account. The casino might ask to verify every payment method used for a deposit.
- Please let me know if the verification was completed.
- Please let me know the new amount of your funds you have yet to cash out from the casino.
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3 months ago
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Hello, the verification is running again and I sent my credit card again today. Another withdrawal via Skrill was made a few days ago. There are still three withdrawals pending. I'm still waiting.
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3 months ago
Thank you very much, Unti78, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.
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3 months ago
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Thank you very much, I am still waiting for the last payout. This was rejected because Skrill requested authorization from my place of residence. The Skrill account was temporarily blocked and Wild Tokyo could not transfer the money. Now the process says it was rejected and the money has not been credited to my player account. Now I have to ask what happens next.
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3 months ago
Hi Unti78,
I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.
Dear Wild Tokyo Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify the current status of the player's withdrawal requests and when they can expect them to be processed from your side? What is the reason for such delays?
I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.
Kind regards,
Natalia
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3 months ago
Dear Unti78,
Thank you for providing your experience. We would like to address your concerns.
We would like to assure you that all your withdrawal inquiries have been processed in a timely manner, in accordance with the limits set on our platform.
Upon reviewing your account, we would like to inform that your last withdrawal request is scheduled for completion today. You will receive an email notification once the process is finalized.
As regards your unsuccessful transaction, rest assured that it will be investigated, and our financial department will email you with updates.
We appreciate your patience and understanding.
If you have any questions or need assistance, do not hesitate to contact our support team by live-chat or email.
Kind regards,
Wild Tokyo Casino Representative
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3 months ago
Dear Unti78,
We would like to inform that the transaction that was previously rejected on your side, has now successfully completed. Please note that a confirmation letter has been sent to your email address.
Thank you for your patience and understanding throughout this time.
If you need any additional assistance, feel free to reach out to our support team.
Best regards,
Wild Tokyo Casino Representative
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3 months ago
Thank you for the response, Wild Tokyo Casino.
Dear Unti78, can you please confirm if the remaining withdrawal requests are now displayed as processed in your casino account? We 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
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Hello, yes the payments have been made and I requested two more yesterday. Thank you very much
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3 months ago
Thank you for keeping me updated, Unti78. So now you have 2 pending payments, each for €500 I assume?
I hope they will be processed without delays. If there're any developments, let us know.
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3 months ago
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Hello, yes that's right and a payout was made today, so there is still one pending. I'm wondering when my personal customer service representative from the casino will get in touch? According to the WTC, that should be the case from level 3 onwards. I've been at level 5 for a long time. I've now collected 145 coins.
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3 months ago
Dear Unti78, please, let me know when you receive the last payment. Hopefully, it won't take too long.
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3 months ago
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Hello, yes I got one today and there are two outstanding. In the meantime I have fallen back to level 3, then risen to level 5 and now I am at level 4. Great casino, really great. You can do whatever you want with customers. I am very disappointed.
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3 months ago
Greetings, Unti78!
We acknowledge your inquiry and would like to address it.
Kindly note, that all withdrawal requests are processed in an orderly fashion, adhering to the limits established on our platform. Upon successful completion of each payout, a confirmation email is sent to notify you.
As regards the level of an account, we would like to inform that it is a dynamic indicator, and the level is calculated by the system via a complex formula, which takes into consideration the overall activity on the platform.
Thank you for understanding and cooperation.
If you have any questions or need assistance, do not hesitate to contact our support team by live-chat or email.
Kind regards,
Wild Tokyo Casino Representative
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3 months ago
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Yes, exactly. So the time I spent in this casino should not allow me to crash two levels. Sorry, that has never happened in any casino before
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2 months ago
Dear Unti78,
I'm glad to hear that you have finally received all the payments you initially stated to be pending or awaiting withdrawal when you posted your complaint. I hope the casino will process all your further withdrawal requests promptly and there won't be any delays. We'll mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Natalia
Casino.Guru
