Wild Tokyo Casino - Igrački nalog je zatvoren bez rešenja.

Dear CasinoGuru Team,

I am submitting this complaint regarding my recent experience with Wild Tokyo Casino.

Despite my repeated and clear requests, the casino is refusing to close my account, citing a clause in their Terms and Conditions which states that an account cannot be closed while it has an "active balance."

This rule is entirely unacceptable and clearly contradicts the core principles of responsible gambling, which protect the player’s right to self-exclude or close an account at any time, regardless of balance.

I also made a request for a 1-month cooling-off period via email. In response, the support team told me that I needed to log into my account and activate it manually. However, in the "Responsible Gaming" section of the site, the only available options were cooling-off periods of 1 day, 3 days, or 7 days.

I selected the 7-day option, and as of now, I do not have access to my account — but my original closure request or request for a 1-month cooling-off period has still not been honored.

In addition, I am unable to withdraw my funds. I made my deposit using BLIK, which does not support withdrawals. The only withdrawal method offered to me was Bank Transfer, which I cannot use due to strict financial regulations in my country.

I informed the casino of this, but they refused to offer any alternative methods, such as cryptocurrency or e-wallets.

The situation is further complicated by issues with the verification process. An agent in live chat informed me that manual document review is not possible, and that I must complete everything through their automated system. While my ID was accepted, the system rejected my proof of address.

To resolve this, I submitted the following documents manually via email:

A rental agreement in Polish, issued less than a month ago (with my name and address),

A bank statement with my previous address in Poland,

A bank statement as proof of deposit.

Unfortunately, the support team has not replied to this message, and I have no update on the status of my verification or submitted documents.

To summarize:

The casino is refusing to close my account due to an active balance, which violates responsible gambling standards.

My original closure request or request for a 1-month cooling-off period has not been honored.

I am being denied a viable withdrawal method.

My valid documents are being rejected by an automated system, and the casino refuses to process them manually.

My emails and document submissions are being ignored.

I kindly request CasinoGuru’s assistance in:

Forcing the casino to manually review my documents,

Providing a suitable withdrawal method that I can use,

Closing my account as I originally requested,

Processing my withdrawal without further delay or obstruction.

Thank you for your support.

Dear Gambler91228,

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

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Regarding the payment methods available for withdrawal, could you please send me a screenshot of the available methods you see in your profile?

Have you communicated with the casino customer support regarding the problems with your verification?

Thank you in advance for your cooperation.

Best regards,

Veronika

I initially didn’t state a reason for closure, but after multiple failed attempts I admitted having gambling problems and requested permanent self-exclusion, which was also declined. All relevant screenshots have been sent to Veronika via email.

Due to a 7-day cooling-off I activated, I currently have no access to my account. When I did, I saw withdrawal options like cryptocurrency and MiFinity, both suitable for me. MiFinity showed an error saying I must deposit first — which is incorrect, as it does support receiving funds without prior deposit. Cryptocurrency also failed, showing: "You have to use the same method as your deposit." But I used BLIK, which doesn’t support withdrawals, and Bank Transfer is not an option due to strict regulations in my country.

Regarding verification, yes, I contacted live chat first — they told me manual document review is not possible, only via their automated system (which failed, as perhaps it doesn't recognize Polish). So I sent all documents by email, but haven’t received any reply or confirmation that my documents will be reviewed at all.

Thank you for your email.

Am I correct in understanding that you requested permanent self-exclusion due to personal gambling problems for the first time on 30 April? Could you please confirm what the balance in your account was at the time of this request?

Additionally, could you specify whether the casino has approved your proof of address in the meantime? If not, have they explained why the documents you submitted were not considered acceptable?

I look forward to your reply.

Yes, that is correct, I requested permanent self-exclusion due to gambling problems on 30 April. I requested it once

The balance at the time of the request was 2147 PLN, and it has not changed since then. The same amount remains on my account as of now. In the meantime, my account hasn't been closed and the temporal "freeze period" will be finished in 8 hours

I sent an email with my proof of address and proof of deposit on 29 April, but unfortunately, it has been completely ignored. I have not received any response or confirmation from the casino so far

Thank you very much, Gambler91228, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@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.

Hello Gambler91228, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Could you please let me know if you would like to salf-exclude permanently from this casino, or just for the above mentioned 1 month period?

Meanwhile, I’d like to invite a representative of Wild Tokyo Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? The player has now passed the KYC verification process, so I hope this complaint can be dealt with without any further hiccups.

Thank you for your patience and cooperation in advance.

Dear Gambler91228,

Since your account is currently verified we kindly ask you to place a withdrawal request and inform us via LiveChat or Email so we can promptly assist you.

Our team is eager to help, however since all of the withdrawals are handled through API, we need to have a withdrawal request initiated from the user to help with this process.

Once this is done we can definitely help with the permanent exclusion.

Thank you for understanding.

Kind Regards,

Wild Tokyo Casino Representative

The casino has responded both publicly and via email, confirming that my account has been verified and asking me to log in and submit a withdrawal request using an IBAN they provided.

However, I want to make it clear that I have previously requested permanent account closure due to gambling problems, and I do not intend to log into my account under any circumstances. Asking a self-excluded player to access their account contradicts the principles of responsible gambling.

Additionally, I do not confirm the IBAN they mentioned and have never submitted a bank account for this purpose. I explicitly requested that my withdrawal be processed via one of the acceptable methods available in my account (such as cryptocurrency or MiFinity), and I am still waiting for this to be handled manually by the casino.

If the casino continues to insist on requiring login or refuses to process my withdrawal through a suitable method, I will continue to escalate the case both here and on other platforms.

Dear Gambler91228,

Kindly note that the withdrawal can only be processed via a method that you have used for deposit and since you have used your bank , this is the method available for you.

Furthermore, the IBAN in question, is the one which you have tried to request the withdrawal on previously and the one that was submitted by you on verification.

That being said we fully respect your decision and have no intention of encouraging further gambling and would like to help you as much as we can in this case, by transferring funds on your bank account.

Dear Matej,

we would also like to notify you that we have shared additional information for this case that can be helpful.

Kind Regards,

Wild Tokyo Casino representative

Thank you for the clarification, Gambler91228, I fully support your decision. However, there is an option to "meet in the middle", let's see how the casino decides.

Dear Wild Tokyo Casino Representative, asking a gambling addict to log into a fully functioning casino account, is unthinkable. Although, if you can disable all the deposit and play features within Gambler91228's account, so the only thing possible to do would be setting up withdrawals, your request for login back in would be reasonable.

Can you confirm if you are willing to disable the above mentioned features, so the player can log in and request withdrawals? Otherwise, the only option would be to follow the standard procedure and refund the balance according to the player's past deposit methods. Please, let us know which option is preferable.

Dear Matej,

As stated in the previous message we are willing to transfer the funds to clients bank account, with no exposure, however we can not fulfil his wish to receive funds on any other method besides bank transfer on the verified IBAN.

Kind Regards,

Wild Tokyo Casino Representative.

Thank you for the confirmation, Wild Tokyo Casino Representative, this is great news. :)

Dear Gambler91228, could you please confirm if the casino can send you the refund to the bank account you have connected within the casino account? That way you do not have to log back in and the refund can be sorted without further issues.

Thank you to both the CasinoGuru team and Wild Tokyo Casino for your assistance. The situation has been resolved following direct communication between the parties via email.

I won’t go into details, but I confirm that the matter is now fully settled.

Thank you for the update, Gambler91228, much appreciated! Would you like me to keep the complaint opened until you confirm reception of the funds, or do you want me to close it straight away?

Thanks much, Matej! You may close my complaint and consider it resolved. Thank you for cooperation once again

Dear Gambler91228,

I am very happy to hear that your issue has been resolved, and would like to thank Wild Tokyo Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/pl/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, so why not at least give it a try and see if it's any good? ;)

Lastly, 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. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru