Go Go Gold Casino - Player's winnings have been confiscated.

After playing for several months and receiving several withdraw payouts from this online casino, my most recent withdraw in the amount of $1400 ($1260 after the 10% processing fee) was rejected and my winnings were forfeited. The reason given was "abnormal behavior on my account". This is upsetting because my game playing habits have not changed at all. I can not reach a live person to discuss this with and the support chat has to be AI. My questions have not been answered and I feel scammed. They have no issues taking my many deposits but do not want to pay out now that I finally won a decent payout. I'm so disappointed and will never play with them again.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Go Go Gold.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible? Can you log in?
• Was your entire balance confiscated, including your most recent deposit?
• What games did you play to accumulate your current balance in the casino? (slots, live/table games, betting on sports)
• Did you achieve your current balance with the help of a bonus (subject to extra promotional t&c)?
• Was your account verified? Which documents were you asked to provide to pass account verification, if any?
• Were you able to reach a human support agent at all, either via chat or via email?

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,

Tomas

Hello,

Yes my player account is accessible and I have been able to log in.

The entire balance of my requested withdraw was confiscated including deposits made to acquire the wins. I have not made any new deposits since requesting the most recent withdraw (thankfully).

I played slots only. I did win with help of bonuses and regular spins and met the required play throughs and my account showed I was eligible for redemption.

I believe my account was verified prior to my very first withdraw and I provided a copy of my photo ID.

I have been unable to reach a live person after using chat support (which I believe is AI) they offered no solution and did not address the issue. I've tried emailing and messaging on Facebook and Instagram and have not received a reply.

Thank you and let me know if you have any other questions.

Dear Chjc444,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Chjc444,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Martin

Dear Chjc444,

I am happy to confirm we have managed to establish contact with the casino, I will keep you updated on any further developments. I believe that as of right now, we are looking at a positive outcome.

Thank you for your help with this!

Dear Chjc444,

thank you for your continued cooperation. I have received this message from a casino representative:

Hello, we have processed in-game refunds totaling $1400 for the affected players. The refunds will be returned to the players' transaction accounts via their original payment methods. Please check the transaction accounts accordingly.

Can you please confirm whether you have received your funds?

Dear Chjc444,

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.

So sorry for the delay in my response. Yes I received the funds! Thank you for your help!!

Dear Chjc444,

We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at Go Go Gold Casino for their involvement in the mediation process. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're here to help! 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Martin

Casino.Guru