Wild Tokyo Casino - Los retiros de los jugadores se retrasan sin que se haya resuelto el problema.

am submitting this complaint regarding the unreasonable delays I have experienced when attempting to withdraw my funds from Wild Tokyo Casino.

My account is fully verified, and I have complied with every requirement requested by the casino.

After contacting customer support multiple times, they confirmed in writing that:

My account has no issues.

My withdrawal is not pending any additional verification or review.

There are no problems with my withdrawal request.

Despite this, my withdrawals continue to experience excessive delays.

My first withdrawal of €500 took 12 days to be processed.

After receiving it, I submitted my next €500 withdrawal, which has now also been pending for 12 days, with no indication of when it will actually be processed.

Every time I contact customer support, I receive essentially the same response. They explain that withdrawals are processed through a queue on a first-come, first-served basis and state that Customer Support cannot contact the Financial Department, cannot prioritize withdrawals, and cannot provide any estimated processing time.

The casino repeatedly apologizes but never provides any meaningful information regarding my specific withdrawal.

The situation becomes even more concerning because the casino limits withdrawals to €500 per request.

I currently have approximately €5,000 remaining in my account.

This means I must submit 10 separate withdrawal requests.

Based on my experience so far, with each withdrawal taking approximately 12 days, it could take around 120 days (approximately four months) to receive funds that the casino has already confirmed belong to me and are not subject to any verification or security checks.

I completely understand that casinos require time to process withdrawals and that queues may exist. However, waiting nearly two weeks for every €500 withdrawal is, in my opinion, unreasonable for a licensed online casino.

I am not requesting special treatment or priority over other players.

I simply want my withdrawals to be processed within a reasonable timeframe and for the casino to provide transparent information instead of repeatedly sending generic template responses.

I hope you can assist in communicating with the casino so this matter can be resolved and my remaining balance can be paid without unnecessary delays.

Thank you for your assistance.

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Dear bsnogueira,

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.

• Have you made any successful withdrawals from the casino in the past?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me your communication with the casino regarding the delay and a screenshot of your current pending payout? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hello Tomas. 

Thank you for taking the time to review my case.

I would like to clarify that this complaint is not about the casino refusing to pay my winnings. I have successfully received my first withdrawal. My concern is the extremely long processing time for every withdrawal and the complete lack of transparency regarding when my funds will actually be released.

My account is fully verified and I didn't use any bonus money, and the casino has confirmed to me in writing that:

There are no issues with my account.

My withdrawal requests are not subject to any additional verification or security review.

There are no problems preventing my withdrawals from being processed.

Despite this, my first withdrawal of €500 took 12 days to be processed.

After receiving those funds, I submitted another withdrawal of €500, which has also taken approximately 12 days to process. Every time I contact customer support, I receive the same generic explanation that withdrawals are processed in a queue on a first-come, first-served basis. They state that they cannot provide any estimated processing timeframe because the Financial Department manages the queue independently.

While I understand that casinos may require time to process withdrawals, I believe customers should be given reasonable expectations regarding processing times, particularly when there are no issues with their account or withdrawal requests.

The main concern is the combination of these delays with the casino's withdrawal policy.

The casino limits withdrawals to €500 per request.

I currently have approximately €3000 remaining to withdraw, meaning I must submit 6 separate withdrawal requests.

Based on the processing times I have already experienced, with each withdrawal taking around 12 days, it would take approximately 80 days to receive my remaining balance.

In my opinion, requiring a fully verified customer with approved withdrawals to wait around four months to access their own funds is unreasonable.

I am not requesting priority treatment, nor am I expect the casino to bypass other customers in the withdrawal queue. I am simply asking for withdrawals to be processed within a reasonable timeframe or, at the very least, for the casino to provide realistic and transparent information regarding expected processing times.

I respectfully ask for your assistance in communicating with the casino and helping to ensure that my remaining withdrawals are processed without unnecessary delays.

Thank you very much for your time and assistance.

Thanks for the detailed explanation of the situation.

• Could you please share with me your communication with the casino regarding the delay, screenshots of your pending payouts, and your active balance? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Looking forward to your reply.

Dear bsnogueira,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru