Beschwerde #6 Wild Tokyo Casino

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

Von Renatka8

vor 2 Monaten

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

Unseriöses Casino Wild Tokyo Casino

Grund Sonstiges

Betrag €2500

Diskussion

AskGamblers

• Support Team

vor 2 Monaten

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

vor 2 Monaten

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

vor 2 Monaten

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

vor 2 Monaten

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 Beschwerde-Statistik

Gelöst 2 / 2

Durchschn. Betrag $1,739

Durchschn. Dauer 10 Tage

Durchschn. Antwortzeit 18 Stunden

Wild Tokyo Casino Beschwerden

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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.

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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.

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