Wild Tokyo Casino - Player's withdrawal is delayed.

Casino wont pay my withdrawal. Its been over a month now. First they aproved my KYC and the withdrawal was successful but they refused to pay to pay the amount because they claimed there was a technical issue in live chat. After that they started asking me for more verification documents via email which i sent for them following the instructions but every time they told me the documents were invalid and declined my requests. Clearlt this casino comes up with different excuses each time to not pay the withdrawal amount.

Dear emeeme,

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 clarify your situation.

Could you please specify which additional documents the casino requested from you? Have you made sure that your documents fulfill all the necessary requirements, including a valid expiration date?

Have you made any successful withdrawals before?

Did you accumulate your winnings with or without a bonus? If you played with a bonus, please send me a link to it or a screenshot of the bonus along with its specific terms and conditions.

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

Dear emeeme,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hei, kasino pyytää minulta todistusta skrill siirroistani. Tämä on menetelmä jolla talletin summan kasinolle. Dokumenttieni pitäisi vastata vaatimuksia. Olen lähettänyt ne jo useampaan kertaan.

Thank you for letting me know. Could you please confirm that your Skrill statement contains all the personal information necessary to confirm that the account is yours, is in the correct PDF format, and shows all transactions since 2024-10-28? Please forward me the emails with the requested document you sent to the casino at veronika.f@casino.guru.

Hey, I just sent them to your email.

Thank you for your email. However, I specifically requested that you forward me the PDF document from your Skrill wallet that the casino had asked for.

Could you please confirm if this document has been approved by the casino, or are you still waiting for it to be verified? Your update will help us determine the next steps we should take in our investigation.

He eivät ole hyväksyneet sitä. Olen yrittänyt saada skrill lompakostani PDF-dokumenttia, mutta olen tullut siihen tulokseen että se ei ole mahdollista. Skrill ei tarjoa tälläistä palvelua.

Dear emeeme,

The casino provided you with detailed steps on how to obtain a PDF with the history of your transactions.

1. Log in to your Skrill account via the website or mobile app.
2. Navigate to the "Transactions" or "History" section and use the filters to set the date range (from 12 months ago to today).
3. Download the transactions as a PDF file.

Could you please explain which step of these instructions is impossible for you to do?

Moreover, I still have not received any PDFs or Skrill transactions from you either. Please understand that without cooperation from your side, we will be forced to close the complaint.

Hei olen lähettänyt skrill tapahtumat useaan otteeseen ainoalla mahdollisella tavalla eli ottamalla kuvankaappauksia. Skrill sivustolla ei ole vaihtoehtoa "aseta ajanjakso suodattimien avulla".

Thank you very much, emeeme, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 in the near future.

Hello emeeme,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and while I can agree with you that sometimes the KYC as well as AML process can be frustrating it is an industry standard process and no licensed casino takes this lightly. The player's cooperation in this is essential. It seems the issue remains in regard to the transaction history statement from your Skrill account. I found this on the Skrill webpage: How can I download my Transactions History?

I suggest you try this option and submit the original transaction history PDF to the casino team. I will in the meantime reach out to the casino to determine if I can offer assistance.

We would like to invite Wild Tokyo Casino to join the conversation.

Dear Wild Tokyo Casino,  

Could you please clarify if the Skrill account statement is the last requirement needed to complete the player's verification, or if there are additional documents that still must be submitted?

Good day Michal,

Thank you for providing to emeeme exact guide how to download PDF statement from Skrill account.

I can confirm that currently this is the only one document that we are waiting from the player.

Dear Wild Tokyo Casino,

Thank you for the confirmation that just the Skrill statement is needed.

Dear emeeme,  

Please let me know once you obtain your Skrill statement in PDF format and have sent it to the casino team. Thank you!