Wild Tokyo Casino - O processo de verificação do jogador está atrasado.

I'll start by saying that reading the reviews and complaints I don't feel at all calm and protected. For now I've sent documents of any kind for KYC verification. Yesterday they asked me again for a photo of my credit card, and I have to say that if we start like this, I can't imagine how the process will be for the 9 withdrawals I'll have to make. 3 days have already passed since I sent the documents, and today they tell me they have another 3 days since I sent the last document, which was yesterday. I hope they can resolve this quickly and that everything will go smoothly.

Parto col dire che leggendo le recensioni e i reclami non mi sento per niente tranquillo e tutelato,per ora ho mandato i documenti di qualsiasi tipo per la verifica KYC,ieri mi hanno richiesto un altro volta la foto della carta di credito e devo dire che se già partiamo così non oso immaginare come sarà la pratica per i 9 prelievi che dovrò fare,sono già passati 3 giorni dall invio dei documenti e oggi mi dicono che hanno altri 3 giorni da quando ho mandato l’ultimo documento,cioè ieri.Spero di risolvere in fretta e che riesca a passare tutto in modo tranquillo

Dear Faris707,

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 takes 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?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please provide the exact date of your initial verification request?

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,

Katarina

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Good morning and thank you for the reply, after which they promptly verified my account. I don't know if it's a coincidence or what, but for now it's proceeding. I have 3 withdrawals of 500 and 3 thousand euros to withdraw. The first withdrawal sent yesterday they told me that it will be processed within a working day, so now I will wait, but I would ask to keep the complaint open given the many problems that other players have had. I think it will take a long time if we will actually be able to withdraw.

Buongiorno e grazie per la risposta,dopo la quale prontamente mi hanno verificato l’account non so se sia un caso o cosa,comunque per ora procede ho 3 prelievi da 500 e 3 mila euro da ritirare,il primo prelievo inviato ieri mi hanno detto che verrà processato in un giorno lavorativo quindi ora aspetterò ma chiederei di tenere il reclamo aperto visto i tanti problemi che hanno avuto altri giocatori,penso che ci vorrà molto tempo se si riuscirà a prelevare veramente

Hello Faris707,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear player,

thank you for your message and patience.

Could you kindly update us on whether your withdrawals have successfully been received or if there have been any new developments regarding your case?

Thank you for your time, and I look forward to your response.

Katarina

Dear Faris707,

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,
Katarina
Casino.Guru