Wild Tokyo Casino - Обліковий запис гравця закрито.

I am frustrated and concerned regarding the closure of my account. I made a legitimate winning using my real money, completed the verification process as requested, and submitted the necessary documentation. However, I was then informed via email that my account has been closed due to alleged violations of their terms and conditions, with the further accusation that I may have used forged documents.

I have kindly asked them via email to explain those accusations but they have ignored me.

This claim is completely false. I fail to understand how any of the documents I submitted could be considered edited in any way. I am really beginning to suspect that this is an attempt to avoid paying me my rightful winnings

Dear anderseikenes52,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Which documents did you provide? Did you provide all the required documents in the correct format?
• Did the casino specify which term(s) was breached?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hi,

I have played only live games, specifically roulette and baccarat.

Documents which I have provided to them are: my passport, my bank statement, screenshots from my mifinity and i did a live selfie for verification, and I would like to clarify that all the documents I have submitted for verification are genuine and valid. After I did that, I got an email saying that they have a reasonable ground to suspect that I have used forged documents, according to section 14.8 and 14.9, which is not true and is a false accusation.

Thank you very much for your reply, anderseikenes52. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi,

I sent you all transcripts to your email. Thank you for your help

Thank you very much, anderseikenes52, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear anderseikenes52,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Wild Tokyo Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Wild Tokyo Casino,

Could you please provide a comprehensive explanation of this case, including the reasons behind the closure of the player's account?

Thank you in advance for your response!

Best Regards,

Kubo

Dear Kubo,

We have forwarded to you the information regarding this case, which was previously shared with your colleague Kristina.

Could you kindly review it and let us know if you require any additional details or clarification?

We’ll be happy to assist further.

Kind Regards,

Wild Tokyo Casino Representative.

Dear anderseikenes52,

I was informed by the casino representative (outside of this thread) that the issue originated from Sumsub, the third-party verification service provider. The casino has since conducted a manual verification and approved your passport.

However, they have requested that you provide an alternative document to complete the verification process, which has not been submitted yet. Please provide the requested document and let me know once you have done so.

Thank you.

Hi,

I just saw their email, i am going to send requested document and let you know here when i have done it. right now i am busy but i will do it as soon as i can

Dear anderseikenes52,

Thank you. Please proceed as soon as possible and keep me updated.

Dear anderseikenes52,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear anderseikenes52,

Do you have any updates? Have you submitted the requested documents to the casino and successfully withdrawn your funds?

Thank you.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate this case further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Best Regards,

Kubo