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

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.

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