Go Go Gold Casino - Player’s withdrawal is delayed.

My girlfriend won 700 dollars on this app and had done a weird redemption and had no issue after. I hit it big with 23000 and every time i try to redeem it is returned after a few days. I havent even gotten an option to verify my account yet. Am i going to have to get legal help on this? Does anyone know how to for sure get a hold of them?

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Hello,

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

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

• Could you please confirm that the accounts you and your girlfriend use are 2 different player accounts?
• Could you please explain when you first attempted to withdraw your winnings?
• Did you achieve your current balance with the help of a bonus?
• Have you contacted casino support and asked for assistance? What response have you received?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Yes they are two different accounts. I first tried on the 5th. Yes i achieved with a bonus and spent 50 as well and played the required playthrough. Ive contacted support on facebook, instagram, email, and live support which is just ai, no response

update, after playing around with ai "live support" i realized i get different responses.

Ive done all of these though and still no responses.

phone number immediately hangs up

Dear Bryklb,

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 Bryklb,

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

We would like to ask the casino 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’ which may negatively affect its rating.

Dear Bryklb,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, which will negatively impact their safety index on our website. I understand this isn't a satisfactory solution to your issue, but the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Federal Trade Commission and submit a complaint with them. To do this, please go to the https://reportfraud.ftc.gov/assistant and submit the complaint via online form. Alternatively, you can also lodge a complain with your State Attorney General, as they have also an authority to investigate sweepstakes casinos. Lastly, you can also try lodging a complaint directly with Internet Crime Complaint Center at https://complaint.ic3.gov/, which is a branch of FBI dealing with online fraud and cybercrime. If you need help with submitting the request, or if you hear back from either the authority, GA or the casino, please let me know by sending me a quick message at martin.l@casino.guru. I am really sorry I could not be of more help on this occasion.

Best regards,

Martin