Wild Tokyo Casino - Igrački račun je zatvoren, a dobici konfiskovani.

Dear Casino Guru Team,

I have a complaint against Wild Tokyo Casino and can provide all detailed evidence regarding my case.

I made a deposit of €500 via Skrill on February 22, 2026, and accepted the second welcome bonus. I played Lightning Roulette and slots, successfully fulfilled the wagering requirements, and accumulated total winnings of €4,000.

I fully completed the verification process via Sumsub, including ID, live selfie, and proof of address. Additionally, I provided all requested Skrill verification documents: profile screenshot, card screenshot, a 6-month transaction statement, and a detailed transaction screenshot.

On February 24, 2026, I requested three withdrawals of €500 each (€1,500 total), while €2,500 remained in my casino account.

I also attended the scheduled video verification call on 18.03.2026 and fully cooperated with the agent. Despite this, my account was later marked as "failed verification," my winnings were confiscated, and my account was permanently closed under the false claim that I did not attend the call.

I strongly dispute this decision, as I complied with all requirements and provided all requested documentation in good faith. The casino has not provided any evidence or clear explanation to justify their actions. They do not respond to my emails since then.

I believe this is an unfair and unjustified confiscation of funds, and I kindly request your assistance in reviewing this case and helping me recover my winnings.

Kind regards,

[Redacted]

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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.?
• Did you lose access to your account directly after completing the verification call?
• Has the casino indicated that there might be a problem with approving specific documents?

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 for your response.

I played slots.

I lost access to my account before completing the call. They asked me to complete the call, and shortly after receiving that email, I tried to access my account, but it had already been disabled.

No, the documents I provided previously were accepted, and I was not informed of any issues regarding them.

I have already shared with you the email they sent regarding my account verification. They claimed that I did not attend the video verification call, which is not true. I did attend the call, showed my ID, and did my best to answer all questions.

I would also like to note that English is not my first language, which may have made communication more difficult.

Kind regards,

[Redacted]

Thank you for your response. Could you please forward the documents you provided to the casino for verification prior to losing access to your account? You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Sure, I have forwarded the documents to your email address.

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 anita731,

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, Wild Tokyo Casino, for providing the requested information and evidence via email.

Dear anita731,

after a thorough review of all the materials provided by both sides, including the detailed explanation from the casino and the supporting evidence shared privately due to its sensitive nature (such as the video verification recording), I regret to inform you that I must side with the casino in this case.

The casino has provided a comprehensive breakdown of the video verification process, including specific timestamps and descriptions of multiple irregularities observed during the call. These include inconsistencies in your responses, uncertainty regarding devices used, and a lack of knowledge about your own recent gameplay activity. Additionally, there were significant discrepancies in technical data, including the use of multiple devices that do not align with standard player behavior.

As stated by the casino:

"The combination of reading answers from an external screen, using an earphone for coaching, confusion regarding the devices used, and a total lack of knowledge about recent significant gaming events leads us to a firm conclusion: The account is being managed by a third party or as part of a fraud network."

Furthermore, based on the casino’s Terms and Conditions, specifically clause 2.5.1:

If a player fails the video verification procedure, the casino reserves the right to cancel all winnings and permanently close the account.

Taking all of the above into account, including the failed video verification and the additional risk indicators identified during the review, I find the casino’s actions to be justified and in line with their Terms and Conditions.

I understand this is not the outcome you were hoping for, especially considering your cooperation during the process. However, based on the available evidence, we are unable to challenge the casino’s decision in this case.

For this reason, this complaint will now be rejected.

Thank you for your understanding.