Wild Tokyo Casino - Dobici igrača su konfiskovani, a račun zatvoren.

I am submitting this complaint regarding the confiscation of my winnings and the permanent closure of my account by Wild Tokyo Casino.

I deposited approximately 30 EUR and played normally without using any bonuses or promotional offers. After several hours of gameplay, I won approximately 960 EUR and submitted a withdrawal request.

At that point, the casino requested KYC verification. I submitted the requested documents and completed the liveness/selfie verification process. Shortly afterward, my account was permanently closed, my withdrawal was cancelled, and my winnings were confiscated.

The casino referenced general Terms & Conditions related to suspicious activity, account sharing, and security concerns, but they never provided any concrete evidence or a specific explanation of what exact rule I allegedly violated.

I repeatedly requested:

the exact reason for the decision,

evidence supporting the alleged violation,

clarification regarding the confiscation of funds.

However, I only received generic template responses stating that the Risk Department made a final decision and that no additional details could be disclosed.

Important facts:

I used my own identity and personal payment card,

I did not engage in bonus abuse,

I did not use fraudulent payment methods,

no concrete evidence of fraud was ever provided,

the winnings were confiscated only after the withdrawal request and KYC review.

There was an old unused account registered previously under another email address, which I had forgotten about and never actively used. Additionally, a VPN may have briefly been active accidentally during part of the session, but there was no intent to bypass restrictions or commit fraud.

I believe the confiscation of my winnings was disproportionate and unsupported by clear evidence, especially considering the lack of bonus abuse and the use of my verified personal payment method.

I am requesting an independent review of this case and clarification regarding the justification for confiscating my winnings.

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 that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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.?
• To clarify, have you opened multiple accounts at Wild Tokyo Casino?
• Could you provide insight into the reason for using a VPN while accessing the website?

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,

Attila

Hello Attila,

Thank you very much for your response.

I mainly played slot games.

Regarding multiple accounts:

There was an account registered under another email address some time ago. However, I had completely forgotten about it and never actively used it. I did not use multiple accounts for bonuses, promotions, or any abusive activity. My gameplay and deposits were made only on the current account involved in this complaint.

Regarding the VPN:

A VPN appears to have been briefly active accidentally during part of the session. It was not used intentionally to bypass gambling restrictions or conceal fraudulent activity. I normally use VPN services for general internet use and streaming services, and I was not aware it was active at that moment.

I would also like to emphasize that:

I used my personal payment card,

I completed the requested KYC/liveness verification,

I did not engage in bonus abuse or payment fraud,

the casino has not provided any concrete evidence of fraudulent activity beyond general references to Terms & Conditions.

Thank you again for reviewing my case!

Dear Mstec,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Mstec,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Wild Tokyo Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Wild Tokyo Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Samuel,

We have successfully provided all the details and evidence regarding this case. Please let us know if you require any further information or additional documentation from our side.

Best regards,

Wild Tokyo Casino Team.

Hello everyone,

thank you to the Wild Tokyo Casino Team for the email, the explanation provided, and the supporting evidence shared with me privately. I appreciate your cooperation.

Having reviewed the materials, I would still like to clarify a few additional points before reaching any final conclusions, as I would like to have a completely clear picture of the circumstances surrounding the account closure and confiscation.

For that reason, I have sent a follow-up email to the casino with a few additional questions and I will wait for their clarification before proceeding further.

Thank you both for your patience and cooperation.

Dear Samuel,

We have successfully provided all the details and evidence regarding this case. Please let us know if you require any further information or additional documentation from our side.

Best regards,

Wild Tokyo Casino Team.

Hello everyone,

thank you for the update.

Dear Wild Tokyo Casino Team,

thank you for your cooperation and for the evidence and explanations you have already provided. I appreciate your willingness to assist with the review of this case.

I would just like to let you know that I have replied to our email correspondence with a few additional follow-up questions, mainly to clarify some details before I reach my final conclusion. Once I receive your response and have had a chance to review it, I will proceed with the next steps in the complaint.

Thank you both for your continued patience and cooperation.