Wild Tokyo Casino - Печалбите на играча са конфискувани без доказателства.

am disputing this decision for the following reasons.

1. The casino has provided no evidence whatsoever. The email does not identify which account is alleged to be the duplicate, when it was opened, what name, email address, IP address, device, or payment method is supposedly linked to mine, or any other concrete data point. A bare assertion that "an audit was performed and a duplicate was found" is not evidence and cannot reasonably support the confiscation of nearly 3,000 EUR. The burden of proof here lies entirely with the casino, and it has not discharged that burden.

2. I was given no opportunity to respond before the balance was seized. The casino did not contact me to ask for clarification, identification documents, proof of address, device information, or anything else that would have allowed me to address its concerns. The first communication I received about this issue was the email confirming that my account had already been closed and my funds already confiscated. That is not due process.

3. The casino had every opportunity to detect a duplicate at registration and at deposit. If genuine duplicate-account concerns existed, they should have been identified during onboarding, KYC verification, or at the point of deposit — before I was permitted to play and accumulate winnings. Instead, the casino accepted my registration, accepted my deposits, allowed me to wager and to win, and only invoked clause 2.8 after I had a withdrawable balance. Applying the duplicate-account rule selectively at the point of withdrawal — rather than consistently at the point of registration — is not good-faith enforcement of the terms.

4. Even if a duplicate were proven, total confiscation is disproportionate. Under fair-gambling principles widely applied across the industry (and reflected in Casino Guru's Fair Gambling Codex), the appropriate remedy where a duplicate account is genuinely established is the cancellation of any bonus-related winnings and the refund of the player's own deposits — not the wholesale seizure of every cent on the account. Confiscating both deposits and winnings on the basis of an unevidenced allegation is punitive rather than corrective.

5. Clause 2.8 itself does not authorise what the casino has done here. The clause says the casino "reserves the right" to block duplicate accounts and "if we decide to delete a duplicate account" winnings may be cancelled and deposits "may" be confiscated. It does not entitle the casino to confiscate funds without identifying the alleged duplicate, without giving the player an opportunity to respond, and without producing any supporting evidence.

What I am asking Casino Guru to help me obtain

A clear statement from Wild Tokyo identifying the alleged duplicate account: account ID/username, registration date, and the specific data points (name, email, address, IP, device fingerprint, payment method, etc.) that the casino claims overlap with mine.

In the absence of concrete evidence, full reinstatement and payout of my winnings of 2,914.50 EUR.

At the absolute minimum, a full refund of all deposits made on my account.

Important notice:

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Stay safe.

Dear Ndidiamaka1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so that I can fully understand your situation.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Could you please advise if you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?
• What games did you play at this casino before your account was blocked?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

No don't think so on all

Yes pass the verifcation and already paid a piece.

No bonus if I remember well slot games.

Please forward me all the communication between you and the casino customer support regarding the confiscation of your winnings at [email protected]. Thank you for your cooperation.

Dear Ndidiamaka1,

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,
Veronika
Casino.Guru