Wild Tokyo Casino

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Visitor

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11 months ago

OriginalTranslation

Since April 28, 2023, documents have been requested again and again and nothing happens. I have emailed the requested documents several times and I keep getting an email saying I should resend the document. Everything is double and triple requested. And my account is still not verified. You can't achieve anything in live chat either, because they say they can't provide any information. I should contact support via email. They even emailed me on May 9th, 2023 that they supposedly couldn't find me in the database. I really do not know anymore. There are 3 times 400 euros (total 1200 euros) to pay out.

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Nick

Complaint Specialist

Public

11 months ago

Hello Beautiful88,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Wild Tokyo Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

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Beautiful88

Visitor

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11 months ago

OriginalTranslation

So on April 28th, 2023 I wanted to pay out 100 euros, after a short time I of course got an email that my account had to be verified. In the mail they requested a copy of both sides of my ID card, a screenshot of my bank account where the IBAN and BIC can be seen and my detailed address is on it, and handwritten my data and address and country. I then sent all this by email to kyc@wildtokyo.com. The only thing that is approved is the identity card, because they didn't ask for it in the mails. My bank assigned me a new IBAN through a merger in July 2022, but I was able to keep my old bank card, which I use to withdraw my money from the bank as normal. Of course, I was informed in the mail by a letter from my bank that this merger is taking place or has taken place. Where it is also visible inside that my IBAN changes. The letter contains the old and the new IBAN. I also took a photo of the letter and emailed it to the casino. Then emails came again saying that I should send a photo of the bank card and a screenshot of my account again and that I should send my address and bank details in writing as a photo. I've done that multiple times too. I also wrote them an email in between how far the verification is now and that it can't actually take that long. I'm honestly starting to get angry because they keep sending me an email that says I should either send a screenshot of my account or a photo of my bank card. And I didn't ask any more questions in the live chat because they told me on April 28, 2023 that I should contact the casino by email because they couldn't give me any information, although I only asked what they needed for verification. They should finally recognize my bank account and complete the verification so that I can get my money. I kept playing with the 100 euros until I got to 1200 euros. It's also just an English or Russian live chat. The evidence is there that the IBAN has changed. I hope you can help me and make sure they finally complete the verification.

Also am 28.4.23 habe ich 100 Euro auszahlen wollen, nach kurzer Zeit bekam ich natürlich eine Mail das mein Konto verifiziert werden muss. In der Mail forderten sie eine Kopie vom Personalausweis beide Seiten an , einen Screenshot von meinem Bankkonto wo die IBAN und BIC ersichtlich ist und meine detaillierte Adresse drauf steht, und handschriftlich meine Daten und Adresse sowie Land. Dies alles habe ich dann per Mail an kyc@wildtokyo.com geschickt. Das einzige was genehmigt ist, ist der Personalausweis, denn danach haben sie nicht mehr gefragt in den Mails. Meine Bank hat durch eine Fusion im Juli 2022 , mir eine neue IBAN zu geordnet und ich habe aber meine alte Bankkarte behalten können mit der ich noch ganz normal mein Geld von der Bank abhebe. Das diese Fusion stattfindet oder gefunden hat, wurde mir durch ein Schreiben meiner Bank natürlich per Post mitgeteilt. Wo auch drinnen ersichtlich ist das sich meine IBAN ändert. Da steht die alte und die neue IBAN drinnen in dem Schreiben. Auch von dem Schreiben habe ich ein Foto gemacht und das per Mail an das Casino geschickt. Dann kamen wieder Mails wo drinnen stand, das ich ein Foto von der Bankkarte schicken soll und wieder ein Screenshot von meinem Konto schicken soll und wieder schriftlich meine Adresse und Bankdaten als Foto schicken soll. Auch das habe ich mehrfach gemacht. Ich habe denen auch zwischendurch schon eine Mail geschrieben wie weit jetzt die Verifizierung ist und dass das ja eigentlich nicht solange dauern kann. Ich bin ehrlich langsam sauer, weil sie ständig ne Mail schicken wo drinnen steht, das ich entweder ein Screenshot vom Konto oder ein Foto meiner Bankkarte schicken soll. Und im Live Chat habe ich jetzt nicht weiter nachgefragt weil die mir schon sagten am 28.4.23 das ich mich per Mail an das Casino wenden soll weil sie mir keine Auskunft geben können, wobei ich nur nachgefragt hatte was sie alles zur Verifizierung brauchen. Sie sollen endlich mein Bankkonto an erkennen und die Verifizierung abschließen damit ich mein Geld bekomme. Ich hatte mit den 100 Euro immer weiter gespielt bis ich jetzt auf die 1200 Euro kam. Es ist ja auch nur ein englischer oder russischer Live Chat. Die Beweise sind ja da, dass sich die IBAN geändert hat. Ich hoffe Sie können mir weiterhelfen und dafür sorgen dass die endlich die Verifizierung abschließen.

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Beautiful88

Visitor

Public

11 months ago

OriginalTranslation

Oh and they also requested a selfie with my ID card in hand (where everything is legible) with the background of the casino in the first email for verification. I also sent that via email

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Beautiful88

Visitor

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11 months ago

OriginalTranslation

Hello, my account has finally been verified since yesterday and the first payout is in progress according to wildtokyo.

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Nick

Complaint Specialist

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11 months ago

Hello Beautiful88,

Glad to hear that your account got verified. Do you wish to keep the complaint open until you receive the payout?

If yes, please also let us know once it arrives.

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Nick

Complaint Specialist

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11 months ago

Dear Beautiful88,

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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Nick

Complaint Specialist

Public

11 months ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Wild Tokyo Casino - The player's verification is delayed.

Amount: €1,200

Player stopped responding

REJECTED

Case summary