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I have sent the requested documents for the KYC procedure several times, but my verification process was blocked on the site after I exceeded the limit of verification attempts without being able to confirm my identity. I proceeded to send the required documents to the email kyc@wildtokyo.com, but even after one day, I haven't received a response. It's unacceptable to not have support and be left with a withdrawal pending. I would like to complete my withdrawal as soon as possible.

Ho mandato varie volte i documenti richiesti per la procedura Kyc, ma mi è stata bloccata poi sul sito la procedura di verifica perché superato il limite di tentativi di verifica senza poter confermare la mia identità, ho proceduto a mandare i documenti richiesti alla mail kyc@wildtokyo.com ma ancora dopo 1 giorno non hanno risposto, non è possibile non avere assistenza e rimanere con un prelievo in sospeso, vorrei poter eseguire il mio prelievo il prima possibile.

Dear Mgt97,

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 list which documents you have already provided?
• Which documents seem to have been already approved and which are causing the delay?

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,

Tomas

I sent my identity card, selfie and biometric recognition, front and back photo of the debit card used to top up the account and I don't understand why they won't accept the documentation.

Now I tried to send the account statement from the kyc section of the site and it gives me an error in contacting support, it is not possible to continue to delay a payment like this after having sent all the data needed for identity verification.

Ho mandato carta d'identità, selfie e riconoscimento biometrico, foto fronte e retro della carta di debito usata per ricaricare il conto e non capisco perché non mi accettano la documentazione.

Ora ho provato a mandare estratto conto dalla sezione kyc del sito e mi da errore di contattare l'assistenza, non è possibile continuare a tardare così un pagamento dopo aver mandato tutti i dati che servivano per la verifica dell'identità.

Thanks for the explanation.

• Have you since received a reply from the casino's KYC department regarding the verification of your documents?
• Was your verification complete and were your winnings paid to you?
• If your issue persists, could you please share your recent interaction with casino support regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Dear Mgt97,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.