The player from Italy was unable to withdraw winnings after submitting the necessary verification documents and was not receiving a response. Additionally, there was an issue with an incorrect city listed in his profile that he had requested to correct. The issue was resolved as the player's account was verified, and the first portion of his winnings had been received. The remaining withdrawal requests were being processed, and the player confirmed that everything was now okay. The complaint was marked as 'resolved' in the system.
Wild Tokyo Casino - Player's withdrawal is delayed due to verification issues.
Amount: €1,500
Wild Tokyo Casino
Safety Index:HighSafety Index
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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 weeks ago
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1 month ago
Translation
Good morning, after playing, I am here with the need to withdraw my winnings. I have submitted all the required documents for verification but I am not receiving any response.
Furthermore, I have an issue with the address saved in my profile on the website and I have already requested to correct the city as it is incorrect.
Can you help me?
Automatic translation:
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1 month ago
Dear luigibocola3,
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 city you entered in your profile when you initially completed your casino registration? Was it a random city, or were you residing in that city at the time you submitted it as your place of residence?
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
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1 month ago
Translation
Thanks for the reply. I don't know if it's a coincidence but after your complaint entry email in 1 hour they responded telling me that the profile was verified and the first transfer was sent and arrived.
There are 2 of 500 each still pending plus 3500 to be collected.
Do you have the possibility to also request the payment of bank transfers?
Thank you very much in advance.
Automatic translation:
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3 weeks ago
I'm glad to hear that your account has been verified and that you received the first portion of your winnings.
Could you please specify what the current status of your withdrawal requests is? Please keep in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification, an investigation of the gameplay, or a high volume of withdrawal requests. That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
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2 weeks ago
Dear luigibocola3,
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.
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2 weeks ago
Translation
Yes now everything is ok.
Thank you so much for your support.
Automatic translation:
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2 weeks ago
Dear luigibocola3,
We're glad to hear that your issue has been resolved. We'll go ahead and 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,
Veronika Fritz
Casino.Guru
