Wild Tokyo Casino - Player struggles with account verification.

Hi,

I am having issues with verifying my account. Wild Tokyo have requested for the following:

screenshot of your personal online bank profile, which contains the following information:

- Bank account number (456197024)

- Branch code (015140)

I have sent 2 screenshots of my personal online bank profile containing the information. However, I have redacted other information such as the amount of money in my account, my other personal bank account details (I have more than one account open with the same bank) and my Bank Account Names. However, verification on this keeps getting rejected.

In my 2 screenshots I have sent them, the information that has been requested is present.

Dear moleculechosenone,

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.

• Have you provided the casino with unedited documents as well?
• Did the casino request unredacted documents from you?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hi,

The casino didn't request for unredacted screenshots. However I did redact them because they aren't relevant to my withdrawal request. I am just trying to protect my privacy with this at the end of the day.

I'm pending communications from them now. I have sent them another screenshot for verification. Please keep this open until they respond.

Kind Regards

Hi,

Got an update. Not sure why, but my withdrawal request is being rejected for some reason. I filled in the information correctly. I have forwarded the email to tomas@casino.guru as requested

Hi,

just another update. I've received an email that my withdrawal is scheduled for 25/04/2024.

Can you please keep this case open until I confirm I receive the money in my account please?

Hi,

The withdrawal has been processed. Just need to wait for the withdrawal. Can you leave this request open still please? Thank you!

Dear moleculechosenone, Thank you very much for the update.

Definitely - We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Hi,

can confirm it came through! Thank you!

Dear moleculechosenone,

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,

Tomas

Casino.Guru