Wild Tokyo Casino - Igrač traži pomoć nakon što nema odgovora.

I deposited 1440 euros at Wild Tokyo and lost it all.

Since I said I would sue them to get my money, they haven't responded to my emails. I also requested a self-disclosure, but haven't received any feedback.

Could you please help me get my money back, as you are not responding to my emails?

Ich habe bei wild tokyo 1440 euro eingezahlt und alles verloren

seit dem ich gesagt habe ich werde sie verklagen um mein geld zu bekommen reagieren sie nicht auf meine emails ich habe auch ein selbstauschusss bentragt keine rückmeldung erhalten

könnten sie mir helfen meingeld wieder zu bekommen da sie auf meine emails nicht reagieren

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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify when exactly you requested to be self-excluded from this casino? Was this before you made your deposits and experienced losses, or only after your balance reached zero due to your gambling activity?
• Kindly forward me the email containing your account closure request that you sent to the casino at veronika.f@casino.guru. Please also include the casino's response and any subsequent communication regarding this matter.

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

Best regards

Veronika

Hello, after I made the deposit and lost everything, they closed my account immediately after I threatened them with a lawyer. Since then, I haven't heard anything; they aren't answering my emails regarding the self-exclusion and refund.

Hallo nach ich die einzahlung getätigt habe und alles verloren habe haben sie mein konto wo ich mit anwalt gedroht habe mein konto gleich geschlossen seit den habe ich nichts gehört auf meine email geben sie mir keine antwort wegen den selbstauschuss und rückerstattung

Please correct me, I forgot to mention that I applied for self-employment after a loss of 800 euros.

Hello, I initially deposited 800 euros in 2025, then requested my first withdrawal, but the casino didn't respond.

Then I was able to deposit another 640, but then they closed my account when it was at zero, at which point I threatened them with lawyers. Since then I haven't heard anything from the casino.

They are not responding to my emails; the last one was what I forwarded from the self-committee. I have repeatedly requested self-committee, but there has been no response.

Bitte um korrektur habe das vergessen zu zu sagen das ich den selbstauschuss beantragt habe bei 800 euro verlust

Hallo ich habe erst 800 euro 2025 eingezahlt dan den ersten selbstauschuss beantragt hat das casino nicht reagiert

dan habe noch weitere 640 einzahlen können dann haben sie erst mein konto wo mein konto auf null waren geschlossen wo ich mit anwälte gedroht seit dem habe ich nichts gehört von dem casino

auf meine emails reagieren sie nicht die letze war was ich weiter geleitet habe von den selbstauschuss ich habe immer wieder selbstauschuss beantragt keine reaktion

Thank you for your replies and for providing the email containing your self-exclusion request.

Unfortunately, since you informed the casino about your gambling addiction only after you had already lost your balance through regular gameplay, we are unable to assist you with a refund request. Please note that we would only be able to request a refund of lost deposits if the casino had been informed about your gambling-related problems beforehand and still allowed you to continue depositing and gambling despite being aware of your situation and your request for account closure.

At this stage, we can only assist with ensuring that your account is self-excluded and that no further losses can occur at this platform.

I have received your self-exclusion request sent to Wild Tokyo Casino on 19 June. Is your account currently closed?

Yes, it's only closed because I threatened them with lawyers, but I haven't received an email regarding my self-exclusion request.

Ja nur weil ich mit anwälte gedroht habe deswegen ist geschlossen aber ich keine email bekommen wegen mein selbstauschuss Antrag

Dear Diana24,

Thank you for your reply and for providing additional information regarding your case.

Based on the information you provided, it appears that you only requested self-exclusion after you had already lost your deposited funds through regular gameplay. In such situations, we are unable to request a refund of losses, as the purpose of self-exclusion is to prevent further gambling activity and additional losses after the casino has been clearly informed about a gambling problem.

We also note that your account has already been closed. Since there is no active balance remaining and no ongoing financial harm, there are no grounds for us to pursue further action against the casino in this matter.

For these reasons, we are unable to assist you with a refund or intervene further in this complaint.

We understand this is not the outcome you were hoping for, and we are sorry we could not be of further assistance.

Best regards,

Veronika

Casino.Guru

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods.

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.