Wild Tokyo Casino - El reintegro del jugador se ha retrasado.

I opened an account on this site, played, and won €16,500. After acknowledging my gambling addiction, I decided to request self-exclusion for gambling addiction. The casino told me they couldn't block it as long as there was money in my account. I then asked for a betting restriction to prevent me from gambling again, but the casino told me they couldn't do anything. This made me shudder, as it violates all responsible gaming regulations. Despite this, I managed to not gamble, and my balance is still intact. However, the casino continues to delay my KYC verification, even though all the documents were submitted and are valid. I am requesting help to verify my account, clear my balance, and immediately close my account before I can relapse into gambling addiction.

ho aperto un conto su questo sito , ho giocato e ho vinto 16500€ dopodiché riconoscendo la mia condizione di ludopatico ho deciso di richiedere l'autoesclusione per ludopatia. Il casinò mi ha risposto che fino a quando ci saranno soldi sul mio conto non potranno bloccarlo , inoltre ho chiesto successivamente almeno la limitazione nelle scommesse per evitare di potere rigiocare i soldi e il casinò mi ha detto che non possono fare niente, cosa che mi ha fatto rabbrividire perché vanno contro ogni norma di gioco responsabile. Nonostante ciò sono riuscito a non giocare e il saldo è ancora integro ma il casinò continua a ritardare la mia verifica KYC nonostante tutti i documenti siano stati inviati e siano validi , richiedo aiuto per far verificare il mio conto e la liquidazione del saldo e chiusura immediata del mio account prima che io possa ricadere nella ludopatia

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.

Dear lorenzoschie,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I am sorry to hear that you are having problems withdrawing your balance because of problems with account verification. Please allow me to ask a few questions to better understand the situation.

• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• Could you please advise how long you were a player at the casino?
• Have you accumulated your winnings with or without an active bonus?
• Could you please post a screenshot of your verification page so we can review which documents have been verified and which are still pending?

Thank you in advance for your reply.

Unfortunately, I have to update my complaint. Unfortunately, as I thought, I lost all my money. Despite repeated requests for self-exclusion, Wild Tokyo ignored me, simply saying they couldn't close my account if I had a credit balance. They offered me a "take a break" deal, but it would cancel all my withdrawals, and unfortunately, I needed the money. Their behavior was extremely unfair, so I'm requesting a refund of the winnings I made when I first requested self-exclusion, which was €16,500. I have all the evidence from chats with customer support and emails with support. They exploited my gambling addiction to avoid paying me. I asked if there was at least a way to limit the bets on my account, but they told me they couldn't. They're shameful.

Devo purtroppo aggiornare il mio reclamo , purtroppo come pensavo ho perso tutti i soldi dato che wild tokyo nonostante le ripetute richieste di autoesclusione mi ha ignorato semplicemente dicendo che non possono chiudere il conto se ho saldo attivo , mi hanno proposto un tanto prenditi una pausa ma che avrebbe annullato tutti i miei prelievi e purtroppo i soldi mi servivano. Hanno avuto un comportamento troppo scorretto pertanto richiedo il rimborso delle cifre vinte nel momento della prima richiesta di autoesclusione cioè 16500. Ho a supporto tutte le prove delle chat con l'assistenza clienti e email con il supporto , hanno sfruttato la mia ludopatia per non pagarmi. Ho chiesto quantomeno se ci fosse la possibilità di limitare le giocate del conto e mi hanno detto che non lo potevano fare , sono vergognosi

I would like to provide a comprehensive update on my complaint, because after reconstructing all the emails and conversations with Wild Tokyo, I believe several elements are particularly important to properly assess the case.

August 3, 2026 – First report of gambling addiction

As of August 3, 2026, I had approximately €14,500 in my Wild Tokyo account balance, with €500 already in the process of being withdrawn.

At around 4:06 PM I wrote to support:

"I kindly request the liquidation of the remaining balance of €14,500 + €500 already in the withdrawal phase as I am a compulsive gambler and am unable to control my gambling impulses, therefore I would like my account to be closed as soon as my remaining funds are in my bank account."

So Wild Tokyo had been specifically informed not only of my desire to close my account, but also of the fact that I suffered from gambling addiction and was unable to control my gambling impulses.

August 3 – explicit request to block betting

After Wild Tokyo replied to me that the closure would be carried out after the withdrawals were processed, at 4:11 PM I wrote:

"First of all, I want to request a ban on betting because I'm a compulsive gambler and I don't want to waste my winnings."

I consider this step fundamental.

I wasn't just asking for a standard administrative account closure.

I had explicitly declared that I was a compulsive gambler, that I was unable to control my impulses, and I had specifically asked that I be prevented from continuing to gamble, precisely to avoid losing my winnings.

Even in Live Chat, I specifically asked if it was possible to block gaming activity and explained that by leaving the account open, I risked gambling everything again.

I was told that it was not possible to block only the gaming activity.

Wild Tokyo's position on the closure

Wild Tokyo subsequently informed me that they could not close my account because I still had a balance and a pending withdrawal, citing clause 7.3 of their Terms and Conditions:

"You can close your account only if you do not have funds on the balance and/or there aren't any withdrawal requests in the course of processing."

I was also informed that, due to my level, I could only withdraw:

€500 per day;

€500 every 24 hours;

€8,000 per month.

I then informed support that, having approximately €15,000, I would have to keep the account open for a considerable period of time before being able to withdraw the balance in full.

It was for this very reason that I asked for at least a block on bets while KYC and withdrawals were processed.

The problem with "Take a Break"

Wild Tokyo introduced me to the "Take a Break" feature.

However, I was informed in writing that by activating "Take a Break", any pending withdrawals would be cancelled and the money would be returned to my casino balance.

Furthermore, during the restriction period I would not have been able to access the account or submit a new withdrawal request.

From what was available on my account, "Take a Break" was also a temporary measure, which could be activated for a maximum of one week.

This presented me with a clear problem: I had asked to be protected from gambling because I had declared myself a compulsive gambler, but to use the proposed measure I would also have had to interrupt the withdrawal process of the money I was trying to secure.

August 11 – new request for protection

This situation continued for several days as the KYC department kept asking me for documentation.

On August 11th I wrote to support again:

"Anyway, you understood that I am a compulsive gambler or not and that I am in difficulty."

Afterwards I asked again:

"So you can’t even block my betting account so I can’t continue playing?"

So, even the day before the funds were lost, Wild Tokyo was once again unequivocally informed of both my gambling addiction and my request to be prevented from continuing to play.

The particularly important response of August 11

Wild Tokyo later wrote to me:

"if you activate the 'Take a Break' or self-exclusion option, any pending withdrawal request will be canceled and the funds will be returned to your account balance."

And immediately after:

Vorrei fornire un aggiornamento completo al mio reclamo, perché dopo aver ricostruito tutte le email e le conversazioni con Wild Tokyo ritengo che alcuni elementi siano particolarmente importanti per valutare correttamente il caso.

3 agosto 2026 – prima comunicazione della ludopatia

Il 3 agosto 2026 avevo circa 14.500 € di saldo sul conto Wild Tokyo, oltre a 500 € già in fase di prelievo.

Alle 16:06 circa ho scritto al supporto:

"Richiedo gentilmente la liquidazione saldo residuo di 14500€ + 500€ già in fase di prelievo in quanto sono una persona ludopatica e non riesco a controllare i miei impulsi del gioco, pertanto vorrei che il mio conto venga chiuso non prima che i miei fondi residui saranno sul mio conto bancario."

Quindi Wild Tokyo era stato informato espressamente non soltanto della mia volontà di chiudere il conto, ma anche del fatto che soffrivo di ludopatia e che non riuscivo a controllare i miei impulsi di gioco.

3 agosto – richiesta esplicita di bloccare le scommesse

Dopo che Wild Tokyo mi ha risposto che la chiusura sarebbe stata effettuata dopo l’elaborazione dei prelievi, alle 16:11 ho scritto:

"Voglio intanto richiedere il blocco delle attività di scommessa perché sono ludopatico e non voglio buttare quello che ho vinto."

Ritengo questo passaggio fondamentale.

Non stavo semplicemente chiedendo una normale chiusura amministrativa del conto.

Avevo espressamente dichiarato di essere ludopatico, di non riuscire a controllare i miei impulsi e avevo chiesto specificamente che mi venisse impedito di continuare a scommettere, proprio per evitare di perdere le vincite.

Anche nella Live Chat avevo chiesto espressamente se fosse possibile bloccare l’attività di gioco e avevo spiegato che, lasciando il conto aperto, rischiavo di rigiocare tutto.

Mi è stato risposto che non era possibile bloccare soltanto l’attività di gioco.

La posizione di Wild Tokyo sulla chiusura

Wild Tokyo mi ha successivamente comunicato che non poteva chiudere il conto perché avevo ancora saldo e un prelievo pendente, citando la clausola 7.3 dei propri Termini e Condizioni:

"You can close your account only if you do not have funds on the balance and/or there aren’t any withdrawal requests in the course of processing."

Mi è stato inoltre comunicato che, per il mio livello, potevo prelevare soltanto:

500 € al giorno;

500 € ogni 24 ore;

8.000 € al mese.

Ho quindi fatto presente al supporto che, avendo circa 15.000 €, avrei dovuto mantenere il conto aperto per un periodo considerevole prima di riuscire a prelevare completamente il saldo.

Era proprio per questo motivo che chiedevo almeno il blocco delle scommesse mentre venivano elaborati KYC e prelievi.

Il problema di "Take a Break"

Wild Tokyo mi ha proposto la funzione "Take a Break".

Tuttavia, mi è stato comunicato per iscritto che, attivando "Take a Break", qualsiasi prelievo pendente sarebbe stato cancellato e il denaro sarebbe tornato sul saldo del casinò.

Inoltre, durante il periodo di restrizione non avrei potuto accedere al conto né presentare una nuova richiesta di prelievo.

Da quanto risultava disponibile sul mio account, "Take a Break" era inoltre una misura temporanea, attivabile per un massimo di una settimana.

Questo mi metteva quindi davanti a un problema evidente: avevo chiesto di essere protetto dal gioco perché avevo dichiarato di essere ludopatico, ma per utilizzare la misura proposta avrei dovuto interrompere anche il processo di prelievo del denaro che stavo cercando di mettere al sicuro.

11 agosto – nuova richiesta di protezione

La situazione è continuata per diversi giorni mentre il reparto KYC continuava a richiedermi documentazione.

L’11 agosto ho scritto nuovamente al supporto:

"Comunque avete capito che sono ludopatico o no e che sono in difficoltà."

Successivamente ho chiesto ancora:

"Quindi non potete nemmeno bloccare il conto a livello di scommesse per non permettermi di continuare a giocare?"

Quindi, anche il giorno precedente alla perdita dei fondi, Wild Tokyo era nuovamente informato in maniera inequivocabile sia della mia ludopatia sia della mia richiesta di essere impedito dal continuare a giocare.

La risposta particolarmente importante dell’11 agosto

Wild Tokyo mi ha successivamente scritto:

"if you activate the ‘Take a Break’ or self-exclusion option, any pending withdrawal request will be cancelled and the funds will be returned to your account balance."

E subito dopo:

Therefore, if you currently need to withdraw your funds, we recommend completing the withdrawal before activating the account restriction."

I consider this communication particularly important.

At that point Wild Tokyo knew that:

I had repeatedly declared that I was a compulsive gambler;

I said I couldn't control my impulses;

I had explained that I was afraid of replaying my winnings;

I had specifically asked for the betting ban;

I still had a considerable sum that I was trying to withdraw.

Despite this, I was advised to complete the withdrawal before activating the restriction.

August 12 – Loss of funds

On August 12th, exactly what I had told the casino I feared happened.

In a situation of losing control, I continued to play and completely lost the remaining funds in my account.

So the damage I had specifically asked Wild Tokyo to help me prevent since August 3rd has actually occurred.

Account closure only after loss

On August 12th, Wild Tokyo finally sent me an email informing me that my account was being closed.

What I consider particularly significant is that Wild Tokyo itself indicated the reason for the closure:

"Gambling Addiction."

For this reason, I would like Casino Guru to ask the casino to explain a very specific point:

If on August 12th Wild Tokyo recognized "Gambling Addiction" as a reason for closing my account, why was effective gambling protection not applied when I had already declared the same gambling addiction and expressly requested a betting ban on August 3rd, when there was still approximately €15,000 in the account?

I do not claim to have expressly used the words "permanent self-exclusion."

Instead, I maintain something I can document: I have repeatedly declared that I suffer from gambling addiction and that I am unable to control my impulses, I have requested that my account be closed, and above all, I have expressly and repeatedly asked that I be prevented from continuing to gamble.

Responsible Gaming and Curaçao

I have also consulted the Curaçao Gaming Authority’s Responsible Gaming Policy.

From what I understand, the CGA framework distinguishes between Cooling Off and Self-Exclusion and provides specific protections for vulnerable players.

In particular, I believe it is worth investigating the fact that Wild Tokyo presented me with a situation in which the restriction of play would also result in the cancellation of the pending withdrawal and the return of the funds to my balance, even though I was specifically requesting not to be able to play those funds.

I am not asking Casino Guru to accept my interpretation of the law without verifying it.

Instead, I ask that this aspect be evaluated alongside Wild Tokyo's Terms and Conditions, their Responsible Gaming Policy, and the rules applicable to their Curaçao license.

My request

I am disputing losses that occurred after Wild Tokyo was unequivocally informed of my gambling problem and received my explicit request to prevent me from continuing to gamble.

I have already sent Wild Tokyo a formal complaint asking:

an internal investigation into the failure to block betting;

retention of all Responsible Gaming logs, chats, emails and recordings;

complete history of bets and transactions;

the restitution of the disputed losses;

identification of the license, the Compliance department and any competent ADR.

I can provide Casino Guru with original emails, Live Chat screenshots, Wild Tokyo's Responsible Gaming page, and any other necessary documentation.

I therefore kindly ask Casino Guru to consider this update and, in particular, to evaluate whether Wild Tokyo should have implemented effective gambling protection following my communications of August 3, rather than leaving gambling activity available until the funds were lost.

Therefore, if you currently need to withdraw your funds, we recommend completing the withdrawal before activating the account restriction."

Ritengo questa comunicazione particolarmente importante.

A quel punto Wild Tokyo sapeva che:

avevo dichiarato ripetutamente di essere ludopatico;

avevo detto di non riuscire a controllare i miei impulsi;

avevo spiegato che temevo di rigiocare le vincite;

avevo chiesto espressamente il blocco delle scommesse;

avevo ancora una somma considerevole che cercavo di prelevare.

Nonostante ciò, mi è stato consigliato di completare il prelievo prima di attivare la restrizione.

12 agosto – perdita dei fondi

Il 12 agosto è avvenuto esattamente ciò che avevo comunicato al casinò di temere.

In una situazione di perdita di controllo ho continuato a giocare e ho perso completamente i fondi rimasti sul conto.

Quindi il danno che avevo espressamente chiesto a Wild Tokyo di aiutarmi a prevenire fin dal 3 agosto si è effettivamente verificato.

Chiusura del conto soltanto dopo la perdita

Il 12 agosto Wild Tokyo mi ha infine inviato un’email comunicandomi la chiusura del conto.

La cosa che considero particolarmente significativa è che Wild Tokyo stesso ha indicato come motivo della chiusura:

"Gambling Addiction."

Per questo vorrei che Casino Guru chiedesse al casinò di spiegare un punto molto preciso:

se il 12 agosto Wild Tokyo ha riconosciuto la "Gambling Addiction" come motivo per chiudere il mio conto, perché non è stata applicata un’effettiva protezione dal gioco quando avevo dichiarato la stessa ludopatia e richiesto espressamente il blocco delle scommesse già il 3 agosto, quando sul conto erano ancora presenti circa 15.000 €?

Non sostengo di aver utilizzato espressamente le parole "permanent self-exclusion".

Sostengo invece qualcosa che posso documentare: ho dichiarato ripetutamente di soffrire di ludopatia e di non riuscire a controllare gli impulsi, ho richiesto la chiusura del conto e soprattutto ho chiesto espressamente e ripetutamente che mi venisse impedito di continuare a scommettere.

Responsible Gaming e Curaçao

Ho inoltre consultato la Responsible Gaming Policy della Curaçao Gaming Authority.

Da quanto comprendo, il quadro CGA distingue Cooling Off e Self-Exclusion e prevede specifiche protezioni per i giocatori vulnerabili.

In particolare, ritengo che debba essere approfondito il fatto che Wild Tokyo mi abbia prospettato una situazione nella quale la restrizione del gioco avrebbe comportato anche la cancellazione del prelievo pendente e il ritorno dei fondi sul saldo, nonostante io stessi chiedendo precisamente di non poter giocare quei fondi.

Non chiedo a Casino Guru di accettare la mia interpretazione normativa senza verificarla.

Chiedo invece che questo aspetto venga valutato insieme ai Termini e Condizioni di Wild Tokyo, alla loro Responsible Gaming Policy e alle regole applicabili alla loro licenza Curaçao.

La mia richiesta

Sto contestando le perdite avvenute dopo che Wild Tokyo era stato inequivocabilmente informato del mio problema di gioco e aveva ricevuto la mia richiesta esplicita di impedirmi di continuare a scommettere.

Ho già inviato a Wild Tokyo un reclamo formale chiedendo:

un’indagine interna sul mancato blocco delle scommesse;

la conservazione di tutti i log, chat, email e registrazioni Responsible Gaming;

lo storico completo delle scommesse e delle transazioni;

la restituzione delle perdite contestate;

l’identificazione della licenza, del reparto Compliance e dell’eventuale ADR competente.

Posso fornire a Casino Guru le email originali, gli screenshot delle Live Chat, la pagina Responsible Gaming di Wild Tokyo e qualsiasi altra documentazione necessaria.

Chiedo quindi gentilmente a Casino Guru di considerare questo aggiornamento e, in particolare, di valutare se Wild Tokyo avrebbe dovuto applicare una protezione effettiva dal gioco dopo le mie comunicazioni del 3 agosto, anziché lasciare disponibile l’attività di scommessa fino alla perdita dei fondi.

Dear lorenzoschie,

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, Michal V, (michal.v@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,

Jean

Hello lorenzoschie,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I would like to request the presence of a representative from the casino in this conversation.

Dear Wild Tokyo Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Dear Michal,

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.

Dear Wild Tokyo Casino,

I apologize for my late reply. I confirm that I have received your email. I acknowledge that the player was advised to take a break until the requested withdrawals could go through. However, I would like to mention that I believe that if a player specifically mentions a gambling problem, there are some actions that should be carried out as soon as possible that would prevent the player's financial harm.

I understand that completing the KYC (Know Your Customer) process is an essential requirement for maintaining regulatory compliance. However, I would like to address what I perceive as insufficient protective measures in situations where a player requests self-exclusion due to a gambling problem.

When such a request is made, it is crucial for the casino to act promptly. While immediate suspension of the account may not always be feasible, protective measures should be implemented without undue delay. The presence of an unverified account or a pending withdrawal should not hinder the self-exclusion process. Ensuring that the player cannot continue to deposit funds, access pending withdrawals, or lose their active balance is paramount.

It is reasonable to complete KYC verification and deal with the account balance after the suspension of account activities. However, the self-exclusion process itself should not be contingent on KYC completion or balance in the account/active withdrawal requests. Maintaining records of players who request self-exclusion but have not yet completed KYC would be a prudent step for future reference.

To summarize, the self-exclusion process should prioritize the protection of the player. After the casino acknowledges a self-exclusion request, the following steps should be taken:

• Restrict Account Functions: Limit the player's ability to deposit and wager funds immediately.
• Complete KYC After Restriction: Address the KYC requirements after ensuring that the player's gambling activity has been halted.
• Resolve Refunds Post-KYC: If the player is entitled to refunds, these matters can be addressed once the KYC process is finalized.

This approach balances the needs of both parties. The player receives timely protection, and the casino ensures compliance through the completion of KYC procedures. Would you be willing to reconsider your decision?

Dear Michal,

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.

Could I kindly ask the casino to give a response where I can also see what they are replying to?

Potrei gentilmente richiedere al casinò di dare una risposta in cui anche io vedo cosa risponde