The player from California encounters multiple issues while attempting to withdraw her winnings of 1350 after fees. She goes through a verification process again, faces identity verification failure related to KYC, and learns her account is flagged for suspicious activity. Finally, she is informed her funds will be forfeited and has received no adequate support in resolving the issue.
Bgogold Casino - Player's account is closed and funds are forfeited.
Opened
Current status
Waiting for player to reply
3d 21h 28m 2s
Bgogold Casino
Safety Index 5.6 Below averageCase summary
Discussion
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Public
4 days ago
Welp was a 5 star experience until i redeemed again for 1500/ well 1350 since they take a fee….
Went through verification process, not sure why i had to do again when i already submitted information. Then i receive message that identity couldnt be verified something about kyc! Went to support and of course no live help i had to keep checking on update, took what seemed like forever to get a bot response… dear player blah blah blah… and be patient…. Ok started off promising then i get hit with the my identity couldnt be verified…. then finally they say they submitted to get request canceled and to start over and funds would go back into my account….. then im told my account had been detected for suspicious activity??? Like really? Then my account was signed out automatically and then im told my funds would be forfeited like really??????? I kept messaging them and nothing even emailed the email they provided on trustpilot which is useless!!! I need real help and my money returned!!!!!
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3 days ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 days ago
Hello,
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.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- What specific documents did you submit for the verification process?
- Did you accumulate your winnings with or without an active bonus?
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,
Attila
