Wild Tokyo Casino - El retiro del jugador se retrasó por problemas de verificación.

Good day. While playing with a real balance, I won 301 euros after depositing 200 euros. I requested a withdrawal, and they asked for my documents. I sent everything, and then they asked for a photo of the card I used to deposit with the name written on it. The problem is that the name is not printed on the Postepay Evolution card. I sent my online banking statement with my name and IBAN confirmation, but they keep asking for it as if it were incorrect. The chat and email support have not helped, only providing automated messages. It has been 5 days that I have been sending documents continuously.

Buongiorno giocando con saldo reale ho vinto 301 euro dopo averne versati 200 chiedo il prelievo e mi chiedono i documenti mando tutto e mi chiedono la foto della carta che ho usato per versare con nome scritto sopra il problema é che nella Postepay Evolution non ce il nome stampato mando l home banking con nome e attestazione dell iban e me lo richiedono di continuo come se fosse sbagliato . Dalla chat e dalla mail non mi aiutano solo messaggi preimpostati sono 5 giorni che continuo a mandare documenti .

Dear giosef920,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided and when exactly you sent the last one? 
• Do I understand correctly that you have not provided photos of your card?

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

Best regards,

Kristina

The profile has finally been verified, now all that's left is for the money to arrive, the withdrawal is still pending, I'll update you

Il profilo finalmente è stato verificato ora manca solo che arrivino i soldi il prelievo è ancora in sospeso vi aggiorno

Thank you for your reply, giosef920. I am happy to hear that. I will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

The money arrived thanks for the help

I soldi sono arrivati grazie per l aiuto

Dear giosef920,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru