Go Go Gold Casino - Player’s withdrawal has been failed.

I had tried to redeem my winnings and it has took 3 days and now it says failed and it says i have To forfeit my money and my account may be locked. I’ve tried to reach out to them with absolutely no help at all.

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.

Dear Maddykay,

Thank you very much for submitting your complaint.

I’m sorry to hear about the issue with your withdrawal and the message about forfeiting your winnings, I understand how concerning this must be.

Thank you for your patience. We have identified the casino you are referring to, however, we will need a bit more time to fully review it and add it to our database so we can proceed properly with your case.

In the meantime, I would kindly ask you to provide a few additional details to help us better understand the situation:

• On what date did you request the withdrawal, and when did it change to "failed"?
• Did the casino provide any specific explanation for the failed withdrawal or forfeiture request?
• Have you completed the KYC verification? If yes, was it fully approved?
• Could you also provide your communication with the casino support?

If it is more convenient for you, you can also forward all relevant documents and communication directly to petronela.k@casino.guru, and we will review everything carefully.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

I emailed you! Thank you

When Will I get an update?

Hi Maddykay,

First of all, please accept my sincere apologies for the delayed reply. We are currently handling a high number of complaints, so some delays are unfortunately unavoidable.

Thank you for providing the additional screenshot.

I would like to kindly ask you to clarify a few important points based on this message:

• In this email, you mentioned that you "went through your bank" and that something was denied. Could you please explain what exactly you meant by this?
• Did you attempt to file a chargeback or dispute with your bank regarding any transactions related to this casino? If yes, what was the outcome?
• Could you also clarify the part where you mentioned that you lost your phone and a lot of your money was gone? What exactly happened in this situation?

These details are very important for us to fully understand the context of your case and the casino’s actions.

Thank you.

In this email, you mentioned that you "went through your bank" and that something was denied. Could you please explain what exactly you meant by this?

yes, I had multiple charges and money took from this game that I had not been playing and my bank denied the dispute. I tried To dispute it with the game but they denied it also.

Did you attempt to file a chargeback or dispute with your bank regarding any transactions related to this casino? If yes, what was the outcome?

My bank denied the transactions.

Could you also clarify the part where you mentioned that you lost your phone and a lot of your money was gone? What exactly happened in this situation?

i lost my phone and a lot of transactions were made with multiple merchants on my phone. When i finally retrieved my phone back and got everything disputed, i wanted to play the game that i had Played prior. I won The money and it said they it was rejected and forfeited due to fraud. Now I’m losing out on more money that was won fairly.

Dear Maddykay,

Thank you for your cooperation and for providing all the necessary details.

First of all, I would like to express that I am truly sorry to hear about the situation with your phone and the unauthorized transactions. I understand how distressing this must have been and how frustrating it is to deal with both financial loss and account-related issues at the same time.

However, after carefully reviewing all the information available, we have reached the conclusion that we are unable to assist you further in this matter.

As you confirmed, a dispute was initiated with your bank regarding transactions related to the casino. Even though the dispute was ultimately declined, initiating such a process is generally considered a chargeback attempt. From the casino’s perspective, this represents a serious breach of their Terms and Conditions, as it creates financial and compliance risks for the operator.

Due to this, casinos commonly reserve the right to restrict accounts, void winnings, and terminate the relationship with the player once a chargeback or dispute is initiated, regardless of the final outcome of that dispute. Based on this, the casino appears to have acted in accordance with their established rules.

While we fully understand your point of view and the circumstances that led to this situation, we must base our decisions on the available evidence and standard industry practices.

For these reasons, this complaint will now be closed as rejected.

I’m sorry we couldn’t assist you further in this case. Thank you for your understanding.

Best regards,

Petronela

Casino.Guru