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I deposited €100 and received a €50 bonus. I gambled away the €100, after which I activated the €50 bonus money. I wagered this and converted the bonus money into real money and carried on playing with my REAL MONEY. After several days, I wanted to cash out the amount, whereupon the casino deducted €7,636.6 from me with the comment: (Greetings from Wild Tokyo!

We regret to inform you that your recent withdrawal request of 1000 EUR has been cancelled.

Additionally, your winnings of 7636.6 EUR have been confiscated in accordance with our Daily Bonuses Promotion Terms, specifically clause 9, which states:

9. Withdrawal of winnings from cash bonuses is limited to 10x from deposit amount.

We wish to clarify that the winnings in question were generated from a Bonus Day 25, which you activated on 2025-03-25 at 22:50:21 (UTC+0).

Given that your deposit amount was 100 EUR, the maximum available withdrawal from your bonus winnings is 1000 EUR )

What doesn't make sense to me is that once I've wagered the bonus money and it's my real money, I can do whatever I want with it. Whether I cash it out or carry on playing with it is my own business. I understand that if I win, say, €2,000 from the bonus, the €1,000 will be deducted from me because I only receive 10 times the value of my deposit. However, once the bonus is over and I've converted the bonus money into real money, I can carry on playing with it and even cash out larger winnings because they no longer have anything to do with the bonus since I've already completed the bonus. That's what I've seen from others. I don't know if I'm right or if the casino was mistaken in the matter.

Ich habe 100€ eingezahlt und 50€ Bonus erhalten die 100€ habe ich verspielt woraufhin ich den 50€ Bonus Geld aktiviert habe diesen habe ich auch umgesetzt und das Bonus Geld in echtgeld umgewandelt und mit meinem ECHTGELD weiter gespielt nach mehreren Tage wollte ich die Summe mir auszahlen lassen woraufhin das Casino mir die 7636.6 € abgezogen hat und das mit der Anmerkung : (Greetings from Wild Tokyo!

We regret to inform you that your recent withdrawal request of 1000 EUR has been cancelled. 

Additionally, your winnings of 7636.6 EURhave been confiscated in accordance with our Daily Bonuses Promotion Terms, specifically clause 9, which states:

9. Withdrawal of winnings from cash bonuses is limited to 10x from deposit amount.

We wish to clarify that the winnings in question were generated from a Bonus Day 25, which you activated on 2025-03-25 at 22:50:21 (UTC+0). 

Given that your deposit amount was 100 EUR, the maximum available withdrawal from your bonus winnings is 1000 EUR )

was für mich aber kein Sinn macht wenn ich das Bonus Geld umgesetzt habe und es dann mein echtgeld ist kann ich doch damit machen was ich will ob ich es auszahle oder damit weiter spiele ist doch meine Sache ich verstehe wenn ich in dem Bonus einen Gewinn von Beispiel 2000€ erhalte das mir die 1000€ abgezogen werden da ich ja nur den 10 fachen Wert der Einzahlung erhalte aber wenn der Bonus vorbei ist und ich das Bonus Geld als echtgeld umgewandelt habe kann ich doch dammit weiter spielen und auch mir größere Gewinne auszahlen lassen weil die ja nichts mehr mit dem Bonus zutun haben da ich den Bonus ja abgeschlossen habe so kenne ich das von anderen. Ich weiß nicht ob ich im recht bin oder ob sich das Casino in der Angelegenheit getäuscht hat

Dear Player451,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wild Tokyo Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please clarify how much your winnings were from the deposit bonus? Was it above or below 1000€?
• Was there a clear signal as to when you completed wagering of your bonus?
• Was there any notification pop-up or other clear information that the bonus terms and conditions persist after the wagering of the bonus was complete?
• Could you please share with me the justification you received from the casino? Forward the email or other communication regarding the issue to my email at tomas@casino.guru

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

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I specifically looked at my game history the whole time and it said I was playing with real money otherwise I wouldn't have continued playing. I know the bonus procedures of other casino providers.

For example: I win €1,300, then the winnings are immediately reduced to €1,000 because you are not allowed to win more than that, but with the €1,000 that has been wagered I can then carry on playing and make winnings. That is what I was told at the end: the €1,000 remained after the deductions and with that I could make higher winnings again, but the bonus had already been wagered and it had already been reduced to €1,000 and you can see this in my player history, which I sent you in full via email.

Ich habe extra die ganze Zeit in meiner spiel history geschaut und dort stand ich spiele mit echtgeld sonst hätte ich garnicht weiter gespielt, ich kenne die Bonus verfahren von anderen Casino Anbietern

zum Beispiel: ich gewinne 1300€ dann wird der Gewinn direkt auf 1000€ runtergesetzt weil man mehr nicht gewinnen darf oder kann aber mit diesen 1000€ die dann umgesetzt sind kann ich dann weiter spielen und auch gewinne erzielen so wurde mir das auch am Ende mitgeteilt die 1000€ sind nach den Abzügen drauf geblieben und damit könnte ich wieder höhere Gewinne erzielen aber der Bonus war schon umgesetzt es wurde schon auf 1000€ wieder runtergestuft und dies sieht man auch in meiner Spieler history die ich ihnen komplett per email zugesendet habe.

I apologize for any technical difficulties caused.

Try sending the information using a different email service, such as gmail, hotmail or similar. Hopefully, the emails will be received.

After I receive the information, I will confirm here.

Looking forward to your reply.

Thank you very much, Player451, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.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.

Hi Player451,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Wild Tokyo Casino to the conversation to participate in the resolution of this complaint.

Hi Peter,

We have provided the additional information via the email address you provided above, and hope it brings more clarity to the case.

Should you have any further questions or require any other details, we remain at your disposal.

Best regards,

Wild Tokyo Casino Representative.

Dear Wild Tokyo Casino team,

Thank you for your email. I've sent you some additional questions.

Hi Peter,

The requested additional information was provided via email.

Please don’t hesitate to reach out if you have any further questions.

Best regards,

Wild Tokyo Casino Representative.

Hi Player451,

I discussed the issue with the casino by email and the casino reconsidered its decision and will return your balance of €7636.6. Please let me know when the funds are credited.

Great news, I'll get in touch as soon as the money arrives!

Super Nachrichten werde mich melden sobald das Geld drauf ist !

So far no credit has been refunded, how long will this take?

Also bis heute wurde noch kein Guthaben zurückerstattet wie lange wird das noch dauern ?

Dear Player451,

We are pleased to inform you that the funds have been successfully credited to your account and are currently available in your balance.

Kindly log into your Wild Tokyo Casino account to view and access the funds at your convenience. Should you encounter any difficulties or have additional questions, please do not hesitate to reach out—we're always here to assist you.

Warm Regards,

Wild Tokyo Casino Representative

Thank you Wild Tokyo Casino team for the update.

Dear Player451,

Can we consider the complaint to be resolved?

Hello, you can consider the case as solved. The credit has been successfully credited to my account.

Many thanks to the Casino Guru team

for the help and also thanks for the understanding of Wild Tokyo Casino.

Hallo sie können den Fall als gelöst betrachten das Guthaben ist erfolgreich auf mein konto eingegangen,

vielen Dank an das Team von Casino Guru

für die mithilfe und auch ein danke für das Verständnis des Wild Tokyo Casino.

Dear Player451,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter