Wild Tokyo Casino - Ο παίκτης αμφισβητείται από τη διαδικασία επαλήθευσης και ανάληψης κάρτας.

Good day, I have submitted my documents for verification. I had two cards; one was for replacing my previous one and the other was what I used for my last few deposits. I submitted both the card I used for deposits and the screenshot of the replacement request. If I use a card for deposits and withdrawals, but no longer use it, how can I still have it? Besides, I usually make deposits and withdrawals on the card I used for the deposit. I can't figure out what to do. Typically in other casinos, I provide a front and back screenshot of the card I'm using. But if I don't have that card anymore, and only have the replacement request, what am I supposed to do?

Buongiorno ho mandato i documenti per la verifica dei documenti. Avevo due carte una che ho chiesto la sostituzione e una che negli ultimi pagamenti usavo per depositare ho mandato sia la carta che uso per depositare e la richiesta tramite screen shot della richiesta di sostituzione , se io uso una carta per depositare e per il prelievo se io non la uso più come posso averla?? Poi comunque il deposito e il prelievo li chiedo su la carta che ho fatto il deposito non riesco a venirne fuori se mi potete aiutare.di solito negli altri casino mando documenti fonte retro della carta che uso ma se una non ce l'ho piu ho solo la chiesta di sostituzione come posso fare??

Dear simoberto,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
• Have you provided all the other personal documents to verify your identity?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes, I sent all the documents and also the card that I deposited front and back, at most I can send you the screenshot of the operations carried out when I had the card. Thanks, I'm waiting for your news

Si ho mandato tutti i documenti e anche la carta che ho fatto il deposito fronte retro ,al massimo vi posso mandare lo screenshot delle operazioni fatte quando avevo la carta .grazie aspetto vostre notizie

Sorry but now they actually took away my account while I was playing it made me log out and it won't let me log in anymore.

Scusate ma ora mi hanno proprio tolto account mentre stavo giocando mi ha fatto uscire e non mi fa più entrare .

So I was very careful not to exceed the five euro spin bet and now they tell me that I exceeded that which is not true by playing for one euro I bought the spins with 75 euros costing 75 cents per spin, which doesn't mean 75 euro bet but 75 per spin how to play 75 cm percent spins but pafano on the bet of 75 cents of everything to not pay please help me and they took away all the money and blocked the account rather than not paying they were right not to play

Allora sono stato molto attento a non superare la puntata a giro di cinque euro ed ora mi vengono a dire che ho superato quella che non è vero giocando ad un euro ho comprato i giri con 75 euro costo 75 centesimi a giro, che non vuol dire 75 euro di puntata ma 75 a giro come giocare a 75 cm perccenti giri ma pafano sulla puntata du 75 centesimi di tutto per non pagare per favore aiutatemi e hanno levati tutyi i soldi e bloccati il conto piu che non pagare avevano ragione di non giocare

Dear simoberto,

Please be informed that according to our Terms and Conditions, specifically point 4 "The maximum bonus bet amount is: 5 EUR. Bonus buy features, bonus rounds (purchased within the game), bets doubling will be included to maximum bet amount", which means that bonus buy features are included in maximal bet amount.

By the check-up of our security department it was revealed that this term was violated, multiple times, therefore your account was closed and your deposits were returned to your original payment method.

Thank you for your understanding.

Best regards,

Wild Tokyo Casino Representative.

Hi simoberto,

• Are you aware of buying bonus in-game feature while completing the bonus wagering?
• Could you please clarify how much was refunded to you and what this amount represents?

Thank you.

So you gave me what I bet so as not to have problems, you weren't honest, I would have deserved at least half of what I won. why didn't you put blocks it's not enough to put rules without blocks to mislead the customer you can't play live slots to avoid being deceived as elsewhere betting is a real scam I would expect at least at least 1000 euros in winnings in addition to those played to put a point to this story, blocking the site out of nowhere while you think you have won not being able to control anything of my plays is not honest if you want I can continue but to avoid putting a review every week for at least a thousand euros and I deserve to finish the discussion also because all the things said don't add up, it's called a scam and I'm willing to move forward if a solution isn't found, if I then have to play with you that's fine but I don't want to play 40 times trying to screw me and everyone must know this as to how it doesn't happen anymore or at least that I am given what I deserve, bonus game I buy the game at the cost of a certain amount per episode it means that I have to wait for the bonus which cannot happen I bet a hundred times the stake to see if I can win, most of the time I lose because this cannot be part of the winnings because most of the time I lose

Allora mi avete dato quello che ho scommesso per nn avere problemi non siete stati onesti almeno la metà di quello che ho vinto me lo sarei meritato . perché non avete messo dei blocchi non basta mettere delle regole senza blocchi per fare cadere in inganno il cliente le slot dal vivo non ci puoi giocare per non trarre in inganno come da altre parti le scommesse sono una vera e propria truffa mi aspetterei per lo meno almeno 1000 euro di vincita oltre a quelli giocati per mettere un punto a questa storia,bloccare il sito dal niente mentre pensi di aver vinto non poter controllare nulla delle mie giocate non è onesto se volete posso continuare ma per non mettere una recensione ogni settimana per lo meno mille euro e finire il discorso mi meritano anche perché non tornano tutte le cose dette si chiama truffa e sono disposto ad andare avanti se non si trova una soluzione,se poi li devo giocare con voi va bene ma non d giocare 40 volte state cercando di ftegarmi e questo lo devono sapere tutti su come non succeda piu o almeno cje mi sia dato quello che mi spetta,bonus game compro il gioco al costo di un tot a puntata vuol dire fhe incede di poter aspettare il bonus che non puo avvenire scommmetto cento volte la puntata per vedere se posso vincere la maggior parte delle volte perdo perc questp non puo far parte delle vincite perchè la maggir parte delle volte perdo

IN

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And in any case I'm not even sure if it happened during the unlocking of the 40 bets because I was careful not to exceed the bet, but you blocked me and closed my account, I can't check, I won, I spent four days to unlock it and you close the site. and you give me back what I played in part 800 euros and you kept 4500 euros without the possibility of checking, in my opinion you made it all up I'm telling you completely the truth

E comunque non sono neanche sicuro che sia successo durante lo sblocco delle 40 giocate perché sono stato attento a non superare la scommessa , ma mi avete bloccato e chiuso il conto non posso controllare ,avevo vinto sono stato quattro giorni per sbloccarlo e mi chiudete il sito e mi rendete quello che ho giocato in parte 800 euro e vi siete tenuti 4500 euro senza possibilità di controllare , secondo me vi siete inventati tutto vi dico completamente la verita

Thank you very much, simoberto, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear simoberto,

Thank you very much for sharing your negative experience. We are now going to reach the casino team.

No I understood

No ho capito

Dear Jozef,

Thank you for your prompt communication and the opportunity to address the concerns raised by the player's complaint. We have diligently provided all relevant details and supporting evidence via email : jozef.k@casino.guru .

Should there be any additional information required or further clarification needed, please do not hesitate to reach out to us. We are committed to cooperating fully with the resolution process and ensuring transparency in this matter.

Your understanding and cooperation are greatly appreciated.

Best regards,

Wild Tokyo Casino Representative.

What does this answer mean?? If everything was transparent why block the site?? They sent me three plays in excess, it was enough to remove those, but since they are not real things, I had already reached the bonus, you closed the account, it is not normal, also because I repeat that one cannot

check and who knows why these things happen when you reach 4500 and they don't want to pay as per the reviews of many strange users?? I will continue to warn all people about the scam, I don't understand, however if we have found a solution the answer doesn't say

Questa risposta cosa vuol dire?? Se era tutto trasparente perché bloccare il sito ?? Loro mi hanno mandato tre giocate in eccesso bastava togliere quelle , cose invece visto che non sono reali che ero già arrivato al bonus avete chiuso il conto non è una cosa normale anche perché vi ripeto che uno non può

controllare e chissà perché queste cose succedono quando arrivi sui 4500 e non vogliono pagare come da recensioni di tanti utenti strano?? Continuerò ad avvisare tutte le persone della truffa non ho capito comunque se abbiamo trovato una soluzione la risposta non lo dice

Why not let me check your plays?? And close the account?? At most one removes the wrong plays and lets one control instead, no strange eh??

Perché non farmi controllare le giocate ?? E chiudere il conto ?? Al massimo uno toglie le giocate sbagliate e lascia che uno controlli invece no strano eh??

Good morning, we don't know anything more about the case??

Buongiorno non sappiamo più nulla del caso??

Dear simoberto,

thank you very much for your patience. Based on the information provided by the casino team it looks like you breached the maximal bet condition multiple times. Are you aware of breaching it?

No I wasn't aware as I wrote to you for me buying the bonus was like playing a hundred games also because you buy a bonus a hundred times the game a 1 euro bonus you pay a hundred euros and most of the time you lose!! But to finish the matter they blocked my account I can't check and the winnings were eliminated right?? Compliments

No non ero cosciente come vi ho scritto per me comprare il bonus era come giocare cento giocate anche perché un bonus lo compri cento volte la giocata un bonus da 1euro lo paghi cento euro e la maggior parte delle volte perdi!! Ma per finire la questione mi hanno bloccato il conto non posso controllare e le vincite sono state eliminate giusto?? Complimenti

And so all the winnings have been eliminated, I repeat that every week I will write a review for what happened to me and what happens every week to many people

E così tutte le vincite eliminate ,io vi ripeto che tutte le settimane scriverò una recensione per quello che mi è successo e che succede ogni settimana a tanta gente

You want to be fair, there's no problem, I'll try to let everyone know how you are. In fact, I'll write it straight away

Volete essere scorretti non ci sono problemi io cercherò di fare sapere a tutti come siete.anzi la scrivo subito

Dear simoberto,

thank you very much for your pattience during the resolution. I realize that it took a significant amount of time, but I needed to thoroughly assess all the information and evidence provided. I have also tested the games you participated in, so I possess valid experience.

I deeply regret the circumstances, but I believe the casino's decision is justified, and unfortunately, you are not eligible to receive the winnings. By purchasing bonus rounds for prices exceeding 5 euros, with the highest purchase being 80 euros, you violated the maximum bet limitation. Even though it may appear that the cost was spread out over several rounds, ultimately, acquiring them at such a high price could give you an unfair advantage over the casino bonus.

Ideally, the casino should implement measures to prevent such purchases, thereby avoiding situations like this in the future. However, this is not a common practice nowadays. I am very sorry but I am forced to reject your case.

You have every right not to agree with my opinion. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru