Wild Tokyo Casino - Hráč má trvalé problémy s ověřováním.

Since December 25th, I've been trying to verify my account but keep getting told that my documents are not adequate. Initially, my driver's license wasn't accepted as identification even though it's stated that driver's licenses are acceptable. When I submitted a selfie with my passport, I was told that edited/cropped cards are not accepted, despite having submitted the original. Every day I've sent in new pictures, but I keep getting the same response. I've asked how the picture needs to be, but haven't received a response.

I have verified my details at casinos before and have never found it to be this difficult.

Jag har sedan 25 december försökt verifiera mitt konto men får hela tiden svar att mina dokument inte duger. Först dög inte mitt körkort som identifiering trots att det står att körkort är accepterat. När jag skickar in en selfie med mitt pass får jag som svar att redigerade/beskärda kort ej godtas trots att jag har skickat in orginalet. Jag har skickat in nya bilder varje dag men får samma svar hela tiden. Jag har frågat om hur bilden måste vara men får inget svar.

Jag har verifierat mina uppgifter på casinon förut och har aldrig upplevt att det varit så här svårt.

Dear svedbergm,

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 did you send the last one? Have any of your identity documents been approved by the casino yet?

Kindly forward any relevant communication between you and the casino regarding this problem to veronika.l@casino.guru.

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

Veronika

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 joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

I have submitted:

1. Photo on the front and back of my driver's license - not approved
2. Selfie with driver's license - not approved
3. Screenshot of bank page with transaction to wild Tokyo - approved
4. Screenshot with name and account details as iban - approved
5. Screenshot of electricity bill - not approved
6. PDF with electricity bill - approved
7. Photo on passport - approved
8. Selfie with passport, original picture and not taken with filter - first was too blurry,
9. Selfie with passport, original photo and not taken with filter - others not verified because they do not accept edited/cropped photos
10. Selfie with passport, original picture and not taken with filters - same as others
11. Selfie with passport, original picture and not taken with filters - same as second and third
12. Selfie with passport, 4 different original photos taken with the different formats (1:1, 16:9, 4:3 and 21:9) that the phone's camera has - waiting for an answer

Jag har skickat in:

1. Foto på fram och baksida av mitt körkort - ej godkänd
2. Selfie med körkort - ej godkänd
3. Skärmdump av banksida med transaktion till wild Tokyo - godkänd
4. Skärmdump med namn och konto detaljer som iban - godkänd
5. Skärmdump av elräkning - ej godkänd
6. PDF med elräkning - godkänd
7. Foto på pass - godkänd
8. Selfie med pass, orginalbild och ej tagit med filter- första var för suddig,
9. Selfie med pass, orginalbild och ej tagit med filter- andra verifierade inte på grund av att de inte godtar redigerade/klippta bilder
10. Selfie med pass, orginalbild och ej tagit med filter - samma som andra
11. Selfie med pass, orginalbild och ej tagit med filter - samma som andra och tredje
12. Selfie med pass, 4 olika orginalbilder tagna med de olika format (1:1, 16:9, 4:3 och 21:9) som telefonens kamera har - väntar på svar

I can add that in all the selfies I have taken after the first one, my whole face is visible, the whole passport and the text on the passport is readable

I have also sent an email where I have explained that I did not edit the photo and asked for better information about what they require for the photo but have not received a reply

Jag kan tillägga att på alla selfies jag har tagit efter den första syns hela mitt ansikte, hela passet och texten på passet går att läsa

Jag har även skickat mail där jag har förklarat att jag inte redigerat bilden och bett om bättre information om vad de ställer för krav på fotot men ej fått svar

Thank you for opening my case, today wild Tokyo finally approved my documents and verified my account.

Tack för att ni öppnade mitt ärende, idag har wild Tokyo till slut godkänt mina dokument och verifierat mitt konto.

Dear svedbergm,

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,

Veronika

Casino.Guru