Complaint #29 Wild Tokyo Casino

Get banned and they confiscated my balance

By Veronika P.

4 months ago

Hello,

I would like to submit a complaint regarding Wild Tokyo Casino.

On 14.05.2026, I requested a withdrawal of 500 EUR from my Wild Tokyo Casino account. At the same time, I also submitted the required KYC/verification documents as requested by the casino.

On 15.05.2026, I received an email from Wild Tokyo Casino stating that my account had not successfully passed the verification process. As a result, my account was permanently closed, my withdrawal request of 500 EUR was cancelled, and my remaining balance/winnings of 1,250.82 EUR were confiscated.

The main issue is that the casino has not provided any clear or specific explanation of what exactly I allegedly did wrong. In their email, they only referred to general Terms & Conditions clauses related to third-party account access, fraudulent activity, illegal actions, and rule violations. However, no specific evidence, details, transaction information, document issue, date, or exact violation was provided.

I do not understand the actual reason for the account closure and confiscation of my funds. If there was an issue with my verification documents, I believe the casino should clearly explain what exactly failed and why. If they suspect any rule violation, they should provide a clear explanation and supporting evidence.

At the moment, the decision appears unclear and unfair, because my withdrawal was cancelled and my balance was confiscated without a proper explanation.

I kindly ask AskGamblers to assist me with this matter and request that Wild Tokyo Casino provide a detailed explanation of their decision, including the specific reason for the failed verification and account closure, as well as the basis for confiscating my funds.

I also kindly ask for a review of the confiscated balance and withdrawal request, as I believe the funds should not be withheld without a clear and justified reason.

I am ready to provide any additional information or documents required to support my complaint.

Thank you in advance for your assistance.

Disputed Casino Wild Tokyo Casino

Reason Terms violation

Amount €1750.82

Discussion

AskGamblers

• Support Team

4 months ago

Dear all,

Following a careful review of valid information and proof presented by Wild Tokyo Casino management, the AskGamblers Complaint Team has reasonable grounds to suspect that the player might have been involved in committing potential fraudulent activities.

The AskGamblers Complaint Team maintains zero tolerance towards players trying to abuse our complaint service and not using it in a good faith. Therefore, we made the decision to reject this complaint and to impose a permanent ban on the player to use our services from now on.

Inactive user

4 months ago

Its not third side, i tried to deposit from my first device trough revolut and can’t. Then i tried the same from second device. Then because i can’t i am deposited from crypto. You see this all in your system. It’s not the third party. It’s my devices. I can give you any information. And its not normal that you banned for that.

Wild Tokyo Casino

• Representative

4 months ago

Dear Wakurninakim,

Thank you for giving us the opportunity to address this complaint and provide clarity on the situation regarding your account verification.

We regret to inform you that your account has not successfully passed the verification process on Wild Tokyo. During the verification process a third party has been detected. It is important to note that, as a result of this verification failure, your account has been permanently closed.

By registering at our casino, you acknowledged and accepted all the Terms & Conditions outlined on our website:

1.6: Users must use all the services provided by the Company in accordance with the Terms and Conditions and applicable restrictions.

Based on the rule clause of General Terms & Conditions:

8.3: An account owner can:

- it is forbidden to provide access to the account to third parties, including for making deposits or withdrawing funds. An account owner agrees that his account is for his own use only;

- an account owner is solely responsible for compliance with the above obligations.

14.7: The Casino reserves the right, at its own discretion, to void any winnings, to forfeit any balance (winnings and deposits) in your account, to cancel any bet, to terminate the Agreement and to suspend for Account Holder the usage of Services or deactivate his/her account if:

- you are suspected in any fraudulent, collusive, fixing or other illegal activities regarding the Casino or any other Third parties;

14.8: In case of any violation of the rules during using the site and its services, or in case of any suspicion of fraud and other illegal actions from the player’s side, the Operator has the right to close the existing player’s gaming account and to follow a message to the player about the account closure.

We can confirm that our Risk Department operated strictly in compliance with our security protocols.

Best regards,
Wild Tokyo Casino Team.

Wild Tokyo Casino

• Representative

4 months ago

Dear Wakurninakim and AskGamblers Team,

Thank you for your follow-up regarding this case.

We would like to inform you that we have just sent a email to support@askgamblers.com containing all the requested facts,
evidence, and detailed explanations regarding the player's verification.

Please let us know if you require any further clarification once you have reviewed the provided documentation.

Best regards,
Wild Tokyo Casino Team.

Wild Tokyo Casino Complaint Stats

Resolved 13 / 13

Avg. Amount $5,324

Avg. Complaint Duration 9 days

Avg. Response Time 1 day

Wild Tokyo Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 12 out of 12 complaints in this category have been resolved.

This operator's average complaint duration is 9 days, while the average duration across all operators is 8 days.

Wild Tokyo Casino Complaints

See all complaints for this casino

Delayed 500 EUR Skrill withdrawal no payment reference provided

Operator Type: Casino
Operator: Wild Tokyo Casino
Referred by: Not referred

Complaint text:

Casino: Wild Tokyo
Issue: Delayed/unresolved withdrawal
Amount: €500

Summary:

On 11 August 2026 I requested a €500 withdrawal via Skrill (Transaction ID 100305003). My account had already been fully verified. Wild Tokyo repeatedly confirmed in writing (17 August and 24 August) that the withdrawal had been "successfully processed" and "successfully completed on our side," and directed me to contact Skrill to locate the funds. Skrill opened a support case (#34157474) but found no record of any incoming payment from Wild Tokyo.

After weeks of generic, templated responses with no payment reference, processor name, or proof of transmission, Wild Tokyo's Finance Department informed me on 2 September 2026 — with no further explanation — that the transaction had actually been unsuccessful due to "unforeseen technical circumstances" and that the funds had been returned to my casino balance.

I reinitiated the withdrawal on 3 September 2026 (Withdrawal ID 104845189). Wild Tokyo confirmed it was "successfully sent" on 4 September 2026 and stated funds would be credited within 3-5 business days. That window has now passed. As of today, the funds have still not been credited to my Skrill account.

When I provided a Skrill transaction statement confirming no such payment was ever received, and asked Wild Tokyo for a screenshot or reference number proving the payment was transmitted (to rule out a data-entry error on their end), they did not provide any such document. Instead, they repeated that the withdrawal was sent successfully and again directed me to Skrill, while separately claiming "no mismatches were made on our side."

I have received near-identical templated responses from at least five different support agents over the course of a month, none of which contained any verifiable payment/processing reference.

What I am seeking: Payment of the €500 withdrawal to my Skrill account, or a concrete, verifiable payment reference that Skrill can use to trace and credit the funds.

Resolved

€500

Unacceptable withdrawal times

Hi, I'm submitting this complaint regarding the unreasonable delays I have experienced when attempting to withdraw from Wild Tokyo Casino.
My account is fully verified, and I have complied with every requirement requested by the casino.
After contacting customer support multiple times, they confirmed in writing that:
My account has no issues.
My withdrawal is not pending any additional verification or review.
There are no problems with my withdrawal request.
Despite this, my withdrawals continue to experience ridiculous delays.
My last withdrawal of €500 took 10 days to be processed and I my next withdrawal is due tomorrow (17th Aug) which took 12 DAYS!
Every time I contact customer support, I receive essentially the same response. They explain that withdrawals are processed through a queue on a first-come, first-served basis and state that Customer Support cannot contact the Financial Department, cannot prioritize withdrawals, and cannot provide any estimated processing time.
The casino repeatedly apologizes but never provides any meaningful information regarding my specific withdrawal.
The situation is even worse because the casino limits withdrawals to €500 per request meaning my €13000 balance will take months to withdraw! Waiting nearly two weeks for every €500 withdrawal is unreasonable for a licensed online casino.
I am not requesting special treatment.
I simply want my withdrawals to be processed within a reasonable timeframe and for the casino to provide transparent information instead of repeatedly sending generic template responses.
I hope AskGamblers can assist in communicating with the casino so this matter can be resolved and my remaining balance can be paid without unnecessary delays.
Thank you for your assistance

Resolved

€13,000

Excessive withdrawal delays despite fully verified account

am submitting this complaint regarding the unreasonable delays I have experienced when attempting to withdraw my funds from Wild Tokyo Casino.
My account is fully verified, and I have complied with every requirement requested by the casino.
After contacting customer support multiple times, they confirmed in writing that:
My account has no issues.
My withdrawal is not pending any additional verification or review.
There are no problems with my withdrawal request.
Despite this, my withdrawals continue to experience excessive delays.
My first withdrawal of €500 took 12 days to be processed.
After receiving it, I submitted my next €500 withdrawal, which has now also been pending for 12 days, with no indication of when it will actually be processed.
Every time I contact customer support, I receive essentially the same response. They explain that withdrawals are processed through a queue on a first-come, first-served basis and state that Customer Support cannot contact the Financial Department, cannot prioritize withdrawals, and cannot provide any estimated processing time.
The casino repeatedly apologizes but never provides any meaningful information regarding my specific withdrawal.
The situation becomes even more concerning because the casino limits withdrawals to €500 per request.
I currently have approximately €5,000 remaining in my account.
This means I must submit 10 separate withdrawal requests.
Based on my experience so far, with each withdrawal taking approximately 12 days, it could take around 120 days (approximately four months) to receive funds that the casino has already confirmed belong to me and are not subject to any verification or security checks.
I completely understand that casinos require time to process withdrawals and that queues may exist. However, waiting nearly two weeks for every €500 withdrawal is, in my opinion, unreasonable for a licensed online casino.
I am not requesting special treatment or priority over other players.
I simply want my withdrawals to be processed within a reasonable timeframe and for the casino to provide transparent information instead of repeatedly sending generic template responses.
I hope AskGamblers can assist in communicating with the casino so this matter can be resolved and my remaining balance can be paid without unnecessary delays.
Thank you for your assistance.

Resolved

€5,000

I would like to file a complaint against Wild Tokyo Casino and share my experience with them

Dear AskGamblers Team,

I would like to file a complaint against Wild Tokyo Casino and share my experience with them.

On March 6, 2026, I deposited 300 EUR via Skrill. I played Lightning Roulette with a 100 EUR bet and then Baccarat with a 10 EUR bet. My total winnings amounted to 3,000 EUR.

Following this, I completed the full verification process via Sumsub, including:

Uploading my ID
Completing a liveness check
Providing proof of address
Submitting a screenshot of my Skrill profile
Uploading my Skrill card
Providing a 6-month Skrill transaction statement
Submitting a detailed screenshot of a specific transaction

On March 6, 2026, I requested a withdrawal of 500 EUR to my Skrill wallet, while the remaining 2,500 EUR stayed in my account.

On March 20, 2026, I successfully completed a video verification call with the casino. During the call, I was informed that my verification was successful and that I would receive confirmation via email within 24 hours.

However, three days later, I received an email stating that I had not attended the verification call and that my winnings had been confiscated. This statement is completely incorrect, as I did attend and complete the call as requested.

I find this situation extremely unfair and unacceptable. I have fully complied with all verification requirements and provided all requested documentation in good faith. I will provide all the evidence I have.

I kindly ask for your assistance in resolving this matter and ensuring that my winnings are returned.

Thank you in advance for your help.

Kind regards,
Renata

Resolved

They don't want to pay me with no valid reason

Hi,

Please can you help me get my money?

I don't know what to do anymore.

I won at this casino and they paid me 2500 euros on my Mifinity, which I don't use anymore. And I have 1500 euros on my min account still.

I made a deposit with crypto and with my ICARD Bank, and they don't want to pay me to either of those, but they again and again send me emails to pay my money out to my Norway account, which I can't do.

I believe I have the right to receive money to my ICARD or crypto because I deposited with it.

Also, I can't take it to my Norwegian account because it's not allowed to get money from a casino like this in my country. I don't know what to do; they don't want to listen to me.

Please help,

Thank you.

Resolved

€500

Casino wants to pay me to not safe option

Hello,

I played this casino once on 16 June, they paid me 1000 euros to my Mifinity because the first time depositied with Mifinity.

Then I closed my Mifinity account, and I deposited with my Icard card on 18th July, and I verified that payment method.

Then they started rejecting my payments, but also sent me an email to request a withdrawal again.

On August 20, they sent me an email to withdraw money to my Norwegian IBAN, which I can not do because I would lose my bank account in Norway. This is not a Norwegian casino, and Norway banks dont accept and close accounts that receive money from some other casino. That is not safe for me, and I can't let my account get closed; it's too big a risk.

I am sure they can send me money to my icard since I could deposit it with that.

Please, if you can help me, it would mean a lot to me.

I have 1410€ there.

Thank you.

Resolved

€1,410

Delayed my withdrawals payment

Dear Wild Tokyo Casino Support,

I am writing to express my concern regarding two withdrawal requests that have been pending since last Friday. Despite several days having passed, I have not received any updates or payments.

I kindly request that you look into this matter urgently and provide a clear explanation for the delay. Additionally, I would appreciate an estimated timeframe for when the pending withdrawals will be processed.

Please treat this as a priority, as the delay is causing unnecessary inconvenience.

Thank you for your attention to this matter. I look forward to your prompt response. Sincerely

Resolved

$1,500

Delaying payment and verification

Hi I uploaded all my documents for account verification two weeks ago and still haven’t received my money. Today I contacted their live support to find out what’s going on, but all I got were automated replies and they did not help me.

They told me I need to verify my account to get paid, even though I already submitted everything and should be verified by now. When I explained that, they just said verification can take up to 3 days, which clearly isn’t the case here. I asked what more I need to upload if my documents aren’t enough, and again got some generic auto response.

It’s frustrating not getting any clear answers. I just want to know why the process is taking this long and what exactly I need to do to get verified and get my money.

Resolved

€2,446

Delaying my withdrawals Wild Tokyo

Hi.

To start off, WilTokyo is not responding to emails regarding my withdrawals.

1 week has passed and they are delaying my withdrawals and claim I have a "withdrawal schedule" I will upload all required pictures of emails sent and received.

Dates and withdrawals missing

1166 Eur is still not being withdrawn.

I will post my emails sent and received and look at the dates mails sent to [email protected].

They stopped responding.

Resolved

€1,166

Delayed withdrawal and not responding my Emails

Dear Askgamblers

The reason I am writing here is because on two occasions I found myself in a situation where cashouts took way too long. The first occasion was in November when I won 2500 € (I got one withdrawal out 500€, then it took so long I gambled the rest away) and now the second occasion which is currently in January. I managed to win so that I have a balance of €6500 (2024-01-16)

I have three pending withdrawals of €500 (2 x 2024-01-16 and 2024-01-18), with a time difference of 8 seconds on two of the withdrawals. One withdrawal has succeeded (2024-01-18).

When I wrote to the chat and asked how long the other withdrawals would take, they just replied that they use a queue system and as soon as my withdrawals are at the top they will be processed. I wonder how a time difference of 13 and 8 seconds respectively can take a week without ending up at the top of the queue system. The times I have emailed and asked about my withdrawals, they only replied that I will receive an email when they are processed (2023-11-24). I have also requested a schedule for my withdrawals so I know when they will be processed (I wrote 2024-01-18 and 2024-01-22). But now they no longer respond to my emails.

I have read their withdrawal rules as they emailed them to me in November (11/24/2023) but I can't understand how it can take so long to withdraw my winnings. I want to get my money out and I would like to know when it will be processed.

Kind regards, Jonas

Resolved

€6,000