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The casino refuses to refund my deposits even though I am self-excluded from all gambling sites and also from 2 sites of the same company that manages WildTokyo Casino.

I'm not receiving any help from them, and my VIP account manager is no longer responding...

I will publish all the chats with them and how they treat their customers by tonight...

They have your badge on their Casino Guru website.

Please help me get my money back.

Il casino non vuole rimborsarmi i miei depositi nonostante io sia auto escluso da tutti i web di azzardo e anche da 2 siti della stessa compagnia che gestisce il casinò wildtokyo.

non sto recivendo aiuto da loro, il mio account vip manager non risponde più…

io pubblicherò entro stasera tutte le chat con loro e il modo con cui trattano i loro clienti …

hanno il vostro stemma sul loro sito di casinò guru.

per favore aiutatemi a riavere i miei soldi indietro

Dear 9dr2k6jfcq,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general terms and conditions, and this is what I found https://wildtokyo.com/en/terms-and-conditions: 

7.4 If a player closes his casino account due to "problems with gambling" / "loss of self-control over the game" / "gambling addiction", in this case, the player is prohibited from playing on the sites of the casino partners, which are indicated in the license of this casino.

7.5 The player undertakes not to open a new account. The casino is not responsible for opening by you a new account and any losses that you may incur after opening a new account. We reserve the right at any time to close an account that was created in violation of these rules. 

Unfortunately, it’s not written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites. 

Could you please advise if you have requested a self-exclusion directly from Wild TokyoCasino? 

Looking forward to hearing from you. 

Best regards,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Is not a question of the website… I’m not allowed to play in their casino web from Italy, I’m autobanned from the government of Italy from all website of casino!

now I don’t want to share with all conversation with them and way they treat me, but will follow all screens, you are all involved.. I lost everything and don’t have anything ( expect one thing)

if you want to help me I’m here

Dear 9dr2k6jfcq,

Wild Tokyo Casino does not hold an Italian license, which means they do not have access to the list of players self-excluded from sites licensed in Italy. This may affect the casino’s ability to acknowledge a self-exclusion from other casinos operating under Italian regulations.

To request a deposit refund, you must have initiated a self-exclusion with Wild Tokyo Casino. If you can provide evidence of your self-exclusion request, we can help you refund deposits made after the request, provided your account remains open and your self-exclusion has been overlooked.

If you have not previously requested self-exclusion from Wild Tokyo Casino, we can guide you on how to do that.

Please let me know how you would like to proceed, and I'll do my best to assist you further.

Greetings,

I had already requested a self-exclusion from the sister casino of the same company Need for Spin..

In the contract they talk about themselves as a company and a firm, they refer in detail to the company GBL solution Nv.

for once i would like you at casinoguru to really help the players and not the companies that have your background on their casino to direct the players to play…

I spent everything, I am self-banned from all Italian sites and not from need for spin, the company's own site.

thank you for your timely response and help to get my funds back

Salve,

avevo già richiesto un autoesclusione dal casinò gemello della stessa compagnia Need for Spin..

loro nel contratto parlano di loro come azienda e compagnia, si riferiscono nei dettagli all’ azienda GBL solution Nv.

per una volta vorrei che voi di casinoguru aiutaste veramente i giocatori e non le compagnie che hanno lo sfondo vostro sul loro casinò per indirizzare i giocatori a giocare …

io ho speso tutto, sono autobannato da tutti i siti italiani e non da need for spin stesso sito della azienda ..

gtazie di una vostra opportuna risposta e aiuto a riavere i miei fondi

dear friends of casinoguru I am here anxiously awaiting your feedback… I share with you the proof that also from the casino rolling slots of the same company GBL Solutions NV.

I'm sending you the screenshots in the first form, please don't disclose them...

in the casino terms it always mentions "we" as the company that runs the website.

I ask for your help because it is clearly a violation of the terms on their part… I ask you for once to talk to them and help me get my funds back

Let me know if you can help me get my money back

Thank you

cari amici di casinoguru sono qua in trepida attesa di un vostro riscontro… condivido con voi la prova che anche dal casino rolling slots della stessa compagnia GBL Solutions N.V..

vi giro gli screen in forma prima da non divulgare per favore …

nelle clausure del casinò menziona sempre "noi" come compagnia che gestisce il sito web.

chiedo il vostro aiuto perché è chiaramente una violazione dei termini da parte loro… vi chiedo per una volta di parlare con loro e aiutarmi a riavere i miei fondi

Fatemi sapere se potete aiutarmi a riavere i miei soldi

grazie

Dear 9dr2k6jfcq, have you not requested self-exclusion from Wild Tokyo Casino?

Is your Wild Tokyo Casino account closed or not?

Exactly, they blocked me and they don't want to refund me...

I repeat, they also stole €300 of my deposit which was never credited to my gaming account

Esattamente, mi hanno bloccato e non mi vogliono rimborsare …

ripeto mi hanno rubato anche 300€ di deposito mai accreditati sul conto gioco

Dear 9dr2k6jfcq, could you clarify if you have tried contacting your payment processor regarding this issue?

Please could you forward the payment receipt and any relevant communication to dominika.l@casino.guru?

If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes one month approximately. In these cases, the casino usually has its hands tied.

The casino is a thief… can you refund my deposits?

Il casino è un ladro … potete farmi rimborsare i miei deposti ?

Dear 9dr2k6jfcq, based on the information provided, it appears that since you did not request a self-exclusion specifically from Wild Tokyo Casino, they are not obligated to refund your deposits. The terms and conditions indicate that self-exclusion at one casino does not automatically apply to all associated casinos. Therefore, unless you formally requested a self-exclusion from Wild Tokyo Casino, they are not responsible for your deposits or any losses incurred after opening an account with them.

If you want us to proceed with your complaint regarding the deposit, kindly answer the questions above.

Dear Dominika,

I ask you to follow a basic reasoning, if they talk about "us" as the company that manages the group, this means that they are required to block me from any of their sites of the same group.

Don't try to defend the casino casino when it is clearly at fault.

anyway I found them, their bosses and everything, they are the same company, I will go to them with an Italian TV crew.

Cara Dominika,

ti chiedo di seguire un ragionamento basilare, se loro parlano di "noi" come società che gestisce il gruppo, questo vuol dire che loro sono tenuti a bloccarmi da qualsisia di loro sito dello stesso gruppo.

non cercare di difendere il casinò casino quando chiaramente è in difetto.

comunque lo ho trovati, i loro capi e tutto, sono la stessa società, andrò da loro con una troupe televisiva italiana.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.