Wild Tokyo Casino - Der Spieler hat Mühe, die Kontobestätigung abzuschließen.

Hello, I have tried to verify myself several times, I play at many casinos and I have always been able to verify myself successfully, but they require, for example, that I open the casino page on a PC and then take a selfie, I wrote twice that I currently can't access a pc..... i sent id card, selfi with id card, deposit from mifinity multiple times... the only thing that has been verified is apparently my address.... just annoying with such casinos to annoy around... maybe you can support me in that case. Thanks

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Hallo, ich habe mehrfach versucht mich zu verifizieren, ich spiele bei vielen Casinos und ich habe mich immer erfolgreich verifizieren können aber die verlangen zb von mor das ich auf einem Pc die casino seite öffne und dann ein Selfi machen, ich habe 2x geschrieben das ich aktuell nicht auf einen pc zugreifen kann..... ich habe id karte, selfi mit id card, Einzahlung von mifinity mehrfach gesendet... das einzige was verifiziert worden ist ist anscheinend meine adresse.... Nur ärgerlich sich mit solchen casinos rumzuärgern... vlt können sie mich in dem Fall ja unterstützen. Danke

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Dear FlashFX,

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.

Do I understand correctly that you have provided all the required documents except for a selfie with your PC?

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

Exactly, so I uploaded the following: "Id card" front and back, "Id card with Selfi" front and back, "Selfi with a note" in my hand where Wildtokyo.com is on it with the date and multiple screenshots from the mifinity account, So with the mifinity acc that should be clarified, all that remains is the request with the selfi and PC I've verified myself with KYC in the past, without any problems...

It should be clear by now that I'm the person...don't get what the whole rip is all about.

Kind regards

Genau, also Hochgeladen hab ich Folgendes: "Id card" vorder und rückseite, "Id card mit Selfi" vorder und rückseite, "Selfi mit einem Zettel" in der Hand wo Wildtokyo.com drauf steht mit Datum und mehrfach screenshots vom mifinity account, also mit dem mifinity acc sollte das geklärt sein, bleibt nur noch die Aufforderung mit dem selfi und PC Ich hab mich in der Vergangenheit schonmal bei KYC verifiziert, ohne Probleme...

Es sollte mittlerweile eindeutig sein das ich die Person bin... verstehe nicht was der ganze Aufriss soll.

mfg

Thank you very much for your reply, FlashFX. Before we move forward with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Sometimes they want the passport, which I still don't have, and sometimes they want the ID card. KYC insists that I take a selfi on the PC.... I'm not verifying myself for the first time... but something ridiculous like that hasn't happened to me either.

I had already requested a chat history with the casino but had not received any history until today...

Mal wollen sie den Reisepass den ich immer noch nicht besitze, und mal wollen sie die Id Card. KYC besteht dadrauf das ich ein Selfi am PC mache.... Ich verifiziere mich nicht zum ersten mal... aber sowas lächerliches ist mir auch noch nicjt passiert.

Chat verlauf mit dem Casino hatte ich extra schonmal angefordert aber bis heute keinen Verlauf erhalten...

Thank you very much FlashFX for your reply. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

OK thanks

Ok, danke

Hello, FlashFX,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Wild Tokyo Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Wild Tokyo Casino Team,

Could you please state the reason why the player's account has not been verified yet? What documents are problematic? What steps should the player take in order to successfully verify their account?

Thank you in advance for providing the information.

Hi Marc,

Apologize that you meet such difficulties in verification process, but based on our T&C we receive the right to ask for additional docs for account verification:

2.5 The finance department may postpone processing a withdrawal request due to additional verification.

3.1. Wild Tokyo may at its discretion at any time:

- request additional documents at any time to verify the identity of an account owner. The Company has the right to suspend the account until the user provides necessary documents;

However, I already contacted our Financial Team to sheer some light to your situation. I'll keep you updated.

Have a lovely evening!

Best regards,

Wild Tokyo Casino

Ok thanks, meanwhile it is currently not possible for me to use a PC, so alternatively I only took a selfi with a note from Wildtokyo.com with the date.

I have currently canceled the payout because Mifinity only keeps the deposit address open for 2 weeks.

Kind regards

Ok Danke, mittlerweile ist es mir aktuell nicht möglich einen Pc zu nutzen, deshalb hatte ich alternativ nur ein Selfi gemacht mit einem Zettel von Wildtokyo.com mit Datum.

Die Auszahlung hab ich aktuell Storniert, da Mifinity die Einzahlungs adresse nur 2 Wochen offen hält.

Mfg

Thank you for the updates and information.

Dear Wild Tokyo Casino Team,

Could you please let us know once you receive an answer from Financial Team? If there is not an option for the player to take a selfie with a PC behind, what alternative photo could meet this requirement?

The account has been verified, I can now withdraw.

Thanks to both parties.

Kind regards

Das Konto wurde verifiziert, ich hab jetzt die Möglichkeit auszuzahlen.

Danke an beide Parteien.

Mfg

Great news, FlashFX!

Would you like me to keep this complaint open and wait for a successful withdrawal of your funds or can I consider the issue resolved, please?

That's a good question, but I'm assuming that the amount will be transferred promptly, I'll give you an update here again, I think you can close the case today or tomorrow 🙂

Das ist eine gute Frage, aber ich gehe mal davon aus das der Betrag Zeitnah überwiesen wird, ich werde hier nochmal ein Update dazu geben, denke mal heute oder morgen können sie den Fall schließen 🙂

Alright. At this point, I sincerely believe it should only be a matter of time before the payment comes to you.

Just to be sure, I will keep this complaint open until your confirmation regarding the successful withdrawal of all your disputed funds, or an update. Please let us know as soon as you receive the payment(s) and I will close the case.

So since a maximum of 400 per transaction is possible, I had requested 1x 400 and 1x 280 for payment, the 400 was transferred but not yet 200, I asked several times in live support who gave me an email, but so far they have not managed it , don't understand why they only approve 1 of 2 pending payouts... well... will just have to wait a few more days.

Also da max 400 pro transaktion möglich sind hatte ich 1x 400 und 1x 280 zur Auszahlung beantragt, die 400 wurde überwiesen aber due mittlerweile noch 200 nicht, hab mehrmals im live Support nachgefragt die mir eine Email gaben, aber bis jetzt haben die das nicht geschafft, verstehe nicht warum man nur 1 von 2 austehenden Auszahlungen genehmigt... naja... werd wohl einfach noch ein paar Tage warten müssen.

I understand. However, let's stay patient and positive and provide the casino with a few more business days to process your second payment. I will wait for your update. If nothing happens until the timer expires, I will ask the casino representative to look at the issue one more time.

Thank you for understanding. Looking forward to hearing from you.

Thank you for your support @ Casinoguru Team, the case can be closed .

Unfortunately you can't always look into people's heads.. then Wildpharao now WildTokyo.. in the future I should better avoid casinos with "wild" haha 🙋🏼‍♂️

Vielen Dank für ihre Unterstützung @Casinoguru Team, der Fall kann geschlossenen werden.

Leider kann man nicht immer in die Köpfe der Menschen schauen.. damals Wildpharao jetzt WildTokyo.. in Zukunft sollte ich Casinos mit "Wild" besser meiden haha 🙋🏼‍♂️

Such great news! Thank you, FlashFX, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you too, Wild Tokyo Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.guru