Casino Gods - Player’s account has been disabled.

I made a withdrawal 3 months ago and I am still waiting, am locked out of my account and when I try to contact help support I get no response, sent over 30 emails , tried ringing them but all I get is an answer machine, I just want my money thats owed to me

Dear Adamharvey19,

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. Was your account fully verified previously? Could you please advise if you accumulated your winnings with or without an active bonus and clarify if you’ve received any withdrawals in the past? Did you receive any explanation from the casino why your account has been deactivated?

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,

Petronela

My account is verified, my winnings weren't all cash, no bonus was used, I went ahead and made my withdrawal to see my account was locked 2days after, I have tried getting intouch with casino gods on a few occasions but with no luck.. basically I just want my money

Thank you very much, Adamharvey19, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Adamharvey19,

I looked at your complaint and will do my best to help you. I would like to invite Casino Gods into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Thank you both for your help and assistance, hopefully we can get a reply from the casino support, I have even tried ringing them but all I get is an answer machine saying they aren't dealing over the phone ... fingers crossed we hear from them soon

We would like to ask the Casino Gods to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hello casinogoda u going to reply @casinogods

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Additional comment from Casino:

"Hi Adamharvey19,

Hope you are well.

Kindly note that we checked your case and we can see that on the 21st of Jan 2021, our relevant team contacted you requesting a Bank Statement in order to process a refund for you. We didn't get anything back from you till today.

Please check your inbox and reply to our email attaching what needed in order to process your request.

If you have any queries, please do not hesitate to contact us, we would be more than happy to assist you further.

Regards,

Casino Gods"

hello Adam,

hope you are well.

Please note that our relevant team always emails you to the same email address linked to your account and used for the registration.

Please, if you are having issues with your email address, feel free to contact our support@casinogods.com and we will be happy to assist you.

Regards,

Casino Gods

I have already contacted them and no ever replies , am also unable to log into my account

Hi Adam,

Please find below the email sent:

'Dear Adam,

Thank you for contacting Casino Gods Support with your request.

Kindly note that we are still waiting for you to provide us your bank statement used to funds the Casino Gods account, showing your name, address, IBAN and BIC/Sort-Code.

Once this document has been received, we will proceed with the manual payout of your balance.

Kindly provide the above document via email to docs@casinogods.com

Thank you once again for contacting us and if you need anything else, do not hesitate to contact us. We are always happy to assist you.'

Please provide the requested document in order to proceed further with your case.

Do not hesitate to contact us with any further questions.

Regards,

Casino Gods team

Dear Adamharvey19,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Additional comment from the player:

"I have already sent them in, sorry I thought I had already replied here"

Hello Adamharvey19,

thank you for your update.

Kindly note that we reviewed your account and we confirm we did not receive any document from your side.

Please note that, as advised, we need your bank statement used to funds the Casino Gods account, showing your name, address, IBAN and BIC/Sort-Code.

Once this document has been received, we will proceed with the manual payout of your balance.

Kindly provide the above document via email to docs@casinogods.com.

Please do not hesitate to contact us for any further information or assistance.

Regards,

Casino Gods Team

Hi Adamharvey19,

thank you for sending this document over here but please note that we can't accept it through a forum, as mentioned in the previous comment on this thread, please provide the above document via email to docs@casinogods.com, our relevant team will review it and get back to you as soon as possible.

Regards,

Casino Gods team

Like I said I have already

Hello Adamharvey19,

kindly note that we reviewed your case and we confirm that we didn't receive the document requested, please send it again to docs@casinogods.com, our relevant team will review it and get back to you as soon as possible.

Do not hesitate to contact us if you need any further info.

regards,

Casino Gods Team

Dear Adamharvey19,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Have u received the email

I think they have paid me out but casinogods has to confirm it here

Dear Casino,

I know that this is quite an unusual request but did you pay this player, please?

Hello everyone,

kindly note that we reviewed the account and we confirm that Mr Havery has been refunded correctly on the 16/06/2021.

If you still have any issues, please do not hesitate to contact us.

Regards,

Casino Gods Team

Dear Adamharvey19,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru