Wild Tokyo Casino - Ο παίκτης δεν έλαβε ακόμη τα κέρδη του.

Good evening ,

I'm having problems with the Wind Tokyo casino. The verification process was blocked due to too many attempts to attach documentation. The problem is that they don't allow me to update or change the home address I entered when registering my account to my residential address. They told me via live chat to contact the relevant department, but they didn't resolve the issue. In fact, they asked me for documentation relating to my home address, which I don't have because the post office sends it to my residential address. I have nothing to show for it, as I currently live at a different address than my residence with my partner. So my winnings are stuck on the site, with the temptation to replay. I've actually cancelled the withdrawal several times, but I'm still at around €200. My latest emails to the KYC department asking for a resolution are not being answered, and they only have certain hours of the day, excluding weekends. How can I get my winnings? Thank you very much.

Buonasera ,

sto avendo problemi con il casinò Wind tokio , il processo di verifica mi è stato bloccato per troppi tentativi di documentazione allegata. Il problema è che non mi consentono e non procedono ad aggiornare modificare l indirizzo di domicilio che ho inserito nella registrazione dell account con l indirizzo di residenza / mi hanno detto dalla live chat di scrivere al dipartimento competente che non provvede a risolvere la problematica anzi mi hanno chiesto documentazione relativa al domicilio che non possiedo in quanto la posta previene al mio indiirizzo di residenza e non ho nulla in merito in quanto Vivo attualmente appunto in un indirizzo diverso dalla residenza col mio compagno. Quindi la mia vincita sta lì bloccata sul sito con la tentazione di rigiocare di fatto ho annullato più volte il prelievo ma sto sempre a circa 200 euro . Alle mie ultime e-mail di sollecito risoluzione al dipartimento kyc non rispondo e ci sono soltanto alcune ore della giornata esclusi i week end . Come posso fare in merito per ottenere la mia vincita ? Grazie mille

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and does, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

The problem is that they require documentation of my home address that I cannot provide, and all this time to receive a withdrawal is excessive. Furthermore, why don't they change the address in my account if I provide them with a document that has my home address? I don't think this is correct and requires regular procedure, so for me the case is still open. I await your response. Thank you.

il problema è che pretendono una documentazione che non posso fornire del mio indirizzo di domicilio e tutto questo tempo per ricevere un prelievo è eccessivo . Inoltre perché non mi modificano loro l indirizzo nel mio account se fornisco loro un documento che ha l indirizzo di residenza ? Questo non lo trovo corretto e da regolare procedura quindi per me il caso è ancora aperto .attendo vostre . Grazie

Good morning ,

I'm afraid the department can't understand that there's both a residential and domicile address. So, in addition to not receiving any response yet, verification on their website is blocked due to my various attempts. Among other things, the amount has now risen to 700 euros, and I've played again. What worries me is that this department isn't working on weekends, and so it will be a few more days without me receiving my winnings. I wrote to them again this morning and hope for a response as soon as possible. Thank you.

Buongiorno ,

temo che il dipartimento non riesce a comprendere che , c è sia un indirizzo di residenza che di domicilio. Quindi oltre a non ricevere nessuna risposta ancora in merito , la verifica sul loro sito è bloccata per i miei tentativi vari . Tra L altro ora L importo è diventato di 700 euro, ho rigiocato . Quello che mi preoccupa è che nel week end questo dipartimento non lavora e quindi passeranno altri giorni senza che io possa ricevere la vincita . Ho riscritto questa mattina a loro spero in una risposta quanto prima.grazie

Good evening ,

One of the two withdrawals has been processed, the one for 500 euros, I am waiting and being urged to process the other one for 200.

Thank you!

buonasera ,

uno dei due prelievi è stato processato quello da 500 euro , sto attendendo e sollecitato per far evadere l altro da 200.

grazie!

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear player,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Dominika