Wild Tokyo Casino - プレーヤーはボーナスを受け取りませんでした。

Got a personal e-mail offer telling me i'd get a 200% deposit bonus and 100 free spins (woohoo!).

I deposited the money and contacted live support. Myriam asked me for a screenshot of the e-mail itself and couldn't find anything about the bonus. She then claimed I might have edited the screenshot myself. I tried to make use of the promo a few hours after I got sent the mail so no, it didn't expire.

I understand that those customer agents are in a stressfull situation but the way Myriam handled this is just awful. She let me wait for a long time, then said I might have falsified their mail and then abruptly got rid of me.

Dear Bramm,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please allow me to ask you additional questions so I better understand the situation.

Could you please advise if you've been receiving bonus offers from the casino in the past? Do I understand correctly you deposited in the casino, but weren't able to claim the bonus? Did the casino offer you any other bonus instead? Was there any bonus code that should have been presented to the live chat?

Thank you in advance for your reply.

Best regards,

Tomas

This was my first time using this casino, I did register an account before but never had any funds. Then when they mailed me this beautiful offer I couldn't resist any longer and decide to take it. I followed the steps in the e-mail and when the money was depositted I went to the operator to ask for my bonus.

Other complaints on this forum seem to be facing the same issue.

She did offer me some other bonus, but it wasn't as good as the one in the e-mail.

There was no code in the e-mail, if the screenshots i attached before weren't sufficient I can always forward you the mail they gave me.

Thanks for the help!

Dear Bramm,

I'm sorry to hear that you had an unpleased experience while chatting with one of our agents. We will investigate this case closely.

As I have checked, you received your 200% bonus up to 100 EUR + 100 Free Spins.

Since your deposit was 100 EUR and the maximum amount of offered bonus was also 100 EUR, you didn't feel the difference between standard offer and exclusive.

Please accept my apology for the inconvenience.

Best regards,

Wild Tokyo Representative.

Thank you to both parties for your replies. I independently checked with my colleague who received the same promotional offer in his inbox.

Dear Bramm,

Could you please confirm whether you ended up receiving the bonus from the casino? Is there any other issue you need assistance with? I'll wait for your reply.

Dear Bramm,

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.