The player from Kazakhstan encountered issues with withdrawal from a sports betting site after successfully verifying his account and increasing his balance. Despite placing withdrawal requests, the process was repeatedly canceled, and he was informed that his application was under additional verification with no specified timeframe. The player reported feeling scammed due to the lack of support and unresolved withdrawal attempts. After a month of delays and inconsistent information from the casino, the player finally received his winnings. The case was marked as resolved by the Complaints Team, who acknowledged the lengthy verification process but expressed satisfaction that the issue was ultimately resolved.
1Go Casino - Player accuses casino of being a scam.
Amount: 88,727 ₸
1Go Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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3 months ago
Translation
SCAM!!!!!! I DO NOT RECOMMEND VISITING THIS SITE. IF YOU WIN, YOU WILL NOT BE PAID. !!!!!!!SCAM
I registered on this sports betting site. At first glance, it seemed reliable. I uploaded my documents, including a photo of my card, and successfully verified all my data. I made a deposit of 30,000 KZT, which was processed instantly. I placed 8 bets, losing 3 and winning 5, thus increasing my balance to 88,000 KZT.
I wanted to withdraw half of my winnings and continue playing. My first withdrawal attempt was canceled, and they requested another photo of my card. Through the support chat, I struggled to upload a screenshot from my personal account that satisfied them. They told me to wait for the withdrawal to be processed. The next day, I found out that the withdrawal was canceled again. I wrote to the support chat, and they told me to place another withdrawal request.
I again placed part of the amount for withdrawal and then wanted to bet on a selected event. But the maximum amount I was allowed to bet was around 500 KZT. So, I decided to withdraw all my money. I waited a day and wrote to the support service again. They told me that processing could take up to 72 hours. Now, more than 72 hours have passed.
I contacted them again. Now, they say that my application is under additional verification with no regulated timeframe for completion. They just told me to wait.
Conclusion:
This site has been operating since 2024. It seems like a fraudulent site because I found many more similar complaints than positive reviews on other forums about this casino. Making a deposit takes a few seconds, but you have to wait an indefinite amount of time for a withdrawal.
Don’t expect any help from their support service. They simply brush you off, saying they have nothing to do with the verification process and know nothing about it.
SCAM!!!!!! I DO NOT RECOMMEND VISITING THIS SITE. IF YOU WIN, YOU WILL NOT BE PAID. !!!!!!!SCAM
Automatic translation:
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3 months ago
Dear asil.jaks,
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 I can understand the whole situation completely.
- Do I understand correctly you have not made any successful withdrawals before?
- Could you please clarify if you currently have any pending withdrawals?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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3 months ago
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Christina, thank you for trying to resolve my issue promptly.
- I had not had a single attempt to withdraw before. The problems started immediately with the first withdrawal request created.
- Yes, both outputs that I placed on September 8 are still pending.
- No bonus, I refused it.
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3 months ago
Thank you for your reply, asil.jaks. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, or your withdrawal gets canceled again, please get back to us and we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.
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3 months ago
Translation
Hello!
Almost 2 weeks have passed since the withdrawal request was created. I wrote to the support chat again. Here is their response:
"According to paragraph 10.4 of the rules of our resource, the 1GO "Sport" Platform has the right to limit the possibility of withdrawing funds for up to 31 calendar days to check the account for unfair play. The methods and results of checking the gaming activity are not subject to disclosure. Please wait."
Previously, the operator wrote that there is no regulated verification time, and now it says 31 days. I don’t know which of the operators is misinforming me. I’m afraid that after this period, they will again say that you need to wait without a specific time limit.
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3 months ago
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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2 months ago
Dear asil.jaks,
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.
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2 months ago
Translation
The support chat rarely responds. When you open the chat, the message "Hello! Due to the high load of the chats, we recommend that you contact our email . Or clarify your question and please wait..."
Unfortunately, I didn't take a screenshot of the message about 31 calendar days. Basically, the chat closes if there is no activity for several minutes. Today I wrote to them in the chat again, this time they answered that the waiting time is not regulated, but on average it takes 72 hours. Let me remind you that I have been waiting for the withdrawal since September 8. In 5 days it will be exactly a month since I have been waiting for the withdrawal. I still don't know how long I have to wait for their "verification" and whether I should expect a payment at all, because they provide different information each time I contact them. 
Automatic translation:
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2 months ago
Translation
Today is exactly a month since the withdrawal request was created. I contacted the support chat, where each time they present me with information differently.
1. The operator may say that the deadlines are not regulated and it is not possible to name even approximate deadlines.
2. The operator may say that the timeframes are not regulated, but on average the verification takes up to 72 hours.
3. The operator may say that account verification takes up to 31 calendar days.
4. The operator can call a combo of withdrawal verification and account verification - 72 hours + 31 days.
This casino is not customer-oriented, because even when I clearly provided evidence that I was being misinformed, instead of an apology, they just pointed at me, saying that I didn't read the rules myself and that everything was provided correctly.
I was told that first my withdrawal was checked for up to 72 hours for additional verification. And then the account itself was checked for signs of unfair play, which takes up to 31 days.
Despite the fact that a month has already passed, they stated that my application was under additional verification until 09/14/2024. That is, 6 days instead of 72 hours (according to the rules). And then the account verification began.
I have read the PS and the points they refer to. The terms are clearly described there: point 10.3. "up to 72 hours" and point 10.4. "up to 31 calendar days". I pointed this out to the operators and asked where it is written that the terms are not regulated?
The operator put me on hold several times and still couldn't find an answer to my question. The answer will be sent to my email. But I'm sure they will answer something else in general, and my question will remain unanswered.
I won't be able to send the screenshots in order, but I hope you see what I'm talking about.
I wouldn't have written so much in the chat if the operator hadn't made me emotional by providing different information and misleading me. At the same time, they pointed out my ignorance of the user agreement, although they themselves couldn't give me an answer to a question about the same agreement.
Automatic translation:
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2 months ago
Thank you very much, asil.jaks, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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2 months ago
Translation
Good day! My application was processed today. The withdrawal was received. The case can be closed. Thank you for your responsiveness and desire to help🙌
FOR PLAYERS: 1go paid my winnings after a month. If you are not ready for such expectations - do not play on this site.
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2 months ago
Hello asil.jaks,
I'm Michal, and I have taken over your complaint. I have examined this case, and I can understand your dissatisfaction with the a bit lengthy verification process; however, in some cases, this can unfortunately take longer than usual. There could be various factors that affect this timeframe. Anyway, I'm glad that you successfully received the funds and this case was resolved. I will proceed to mark this case as resolved in our system.
We appreciate your cooperation and confirmation, asil.jaks, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to assist you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru (trustpilot.com). An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal
Casino.Guru
