Complaint #28 Wild Tokyo Casino

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

By Renatka8

3 months ago

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

Disputed Casino Wild Tokyo Casino

Reason Other

Discussion

AskGamblers

• Support Team

3 months ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Wild Tokyo Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Wild Tokyo Casino

• Representative

3 months ago

Dear Renatka8,

We have received an update from AskGamblers team and would like to provide additional details regarding your account and balance at the moment.

As it was mentioned before, you have received the final decision via email on the first available business day: Monday, March 23. This email stating that after reviewing your recent call verification with the Wild Tokyo KYC Department, our team informed you that the verification process was not successfully completed.

Based on the rule clause of General Terms & Conditions:

2.5.1 In some cases, our Casino's Risk Department has the right to request video verification from the player:

- if the player does not pass the verification procedure by video call at an agreed time with the representative of the Risk Department, the Site Administration reserves the right to cancel all winnings and close the account without the right to recovery.

We want to emphasize that these actions are carried out in strict adherence to our established Terms & Conditions, which you agreed to abide by during the registration process on our website.

Based on the above, the Site Administration classifies your case as a failed verification. In accordance with the Terms and Conditions, all winnings have been confiscated, and the account will remain permanently closed without permission to reopen.

Thank you for your understanding.

Wild Tokyo Casino Representative.

Renatka8

3 months ago

Dear AskGamblers Team and Wild Tokyo Casino,

Thank you for your response.

However, I would like to clarify several important points, as the core issue still remains unresolved.

I fully cooperated throughout the entire verification process. I provided all requested documents and attended the scheduled video verification call. During the call, I answered all questions to the best of my knowledge and in good faith.

At the end of the video verification, I was informed that the process was completed and that I would receive a response within 24 hours. At no point during or immediately after the call was I informed that my verification had failed or that there were any serious issues.

The main concern here is that my verification was later rejected based on unspecified “incorrect answers,” without clearly explaining what exactly was wrong.

I would like to emphasize that this is a standard identity verification process, not an examination where a player is expected to recall every single detail of their account activity under pressure. Small inaccuracies or misunderstandings should not be treated as violations, especially when all submitted documents match my identity and I have fully cooperated.

Therefore, I respectfully request:

- A clear and specific explanation of which answers were considered incorrect
- Clarification on why these discrepancies are considered sufficient grounds to fail verification
- The opportunity to repeat the verification process if needed

I believe this is a fair request, especially considering that my identity has already been supported by official documents and my full cooperation throughout the process.

I kindly ask the AskGamblers Team to review whether the casino’s expectations during the verification were reasonable and proportionate, and whether the decision to reject my verification is justified.

I remain willing to cooperate and resolve this matter in a fair and transparent way.

Sincerely,
Renata

Wild Tokyo Casino

• Representative

3 months ago

Dear Renatka8,

Thank you for your patience while we review your case.

Please be advised that the evidence required to resolve this matter contains sensitive personal information. To protect your privacy and comply with data protection, this information cannot be published in a public form.

As requested by the AskGamblers Team, we have submitted all relevant documentation and evidence directly to them via email for their private review.

We are pleased to inform you that the AskGamblers team has acknowledged receipt of this information and is currently processing it. They will provide an official update on your complaint shortly.

Thank you for your understanding and patience.

Best regards,
The Wild Tokyo Casino Team

Wild Tokyo Casino Complaint Stats

Resolved 11 / 11

Avg. Amount $4,870

Avg. Complaint Duration 8 days

Avg. Response Time 1 day

Wild Tokyo Casino Complaints

See all complaints for this casino

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

Get banned and they confiscated my balance

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.

Rejected

€1,751

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

Withdraw money only once a week

On 04/17/2022 I managed to win about 30,000 euros. Then I started withdrawing my winnings. Then I found out that according to their rules, they withdraw winnings 5 days a week (on weekdays) at 400 euros per day. And that was the case for the first few weeks.

For the last 2 months they withdraw money only once a week! And sometimes they don’t withdraw money at all. This month they have withdrawn money only 2 times! Instead of 12 times (as of July 18) - attached a screenshot.

For three months they didn't even pay half of my winnings!

I doubt that you will somehow help me to operate the casino according to its own rules, but perhaps it will be useful for players who come to play in this casino at high stakes - you should not do this!

I continue to wait for the payment. I will keep you updated on the events on this page.

Resolved

€30,029

Delaying withdrawal request

Dear AskGamblers,

I have made withdrawal request on Wild Tokyo Casino but 7 Days passed, my request is still pending. My KYC is done. They request my Muchbetter account details on 5 Jan. I submitted those on that same day. I mailed them many times but no reply from them. I contacted customer support which is unable to help because this matter belongs to financial department. Financial department is not replying my mails. Plz help.

< full name removed >

Resolved