The player from Austria faced difficulties withdrawing €10,000 from God of Wins Casino due to extensive verification requirements, despite having previously submitted his passport during a live verification. Communication barriers and the timing of these checks raised concerns about the fairness of the process, prompting him to consider a legal review of the situation. We investigated the case and requested detailed information from both the player and the casino. The casino explained that the verification failed because a third party, identified as the player’s grandson, had assisted the elderly player during a video call, which led to the account closure and confiscation of winnings. Due to the player's lack of response to further inquiries, the complaint was closed without resolution.
God of Wins Casino - Player’s withdrawal is delayed due to account verification.
Player stopped responding
Amount: €9,400
God of Wins Casino
Safety Index:Above averageCase summary
My experience with God of Wins Casino
My experience with this casino was very disappointing. After winning €10,000 with a bonus, I was suddenly required to undergo extensive verification, even though I had already submitted my passport during a live verification process. Communication was difficult for me as I don't speak English, and despite all my efforts, my account was not accepted.
It seems to me that the checks only became rigorous when the €10,000 payout was imminent. I have secured all the evidence and will have the case reviewed legally. Based on my personal experience, I cannot recommend this casino.
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 Sueleyman,
Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.
Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account. It is also very common to ask for additional documents even if the account has been verified previously.
To better understand your situation and move the process forward, could you please provide the following details:
- Could you please advise which documents you have already provided and when exactly you sent the last one?
- Has the casino indicated that there might be a problem with approving specific documents?
I hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.
Best regards,
Kristina
Hello,
I had already verified my account and made a withdrawal of €8000. With my second withdrawal of €10000, they conducted an internal review, and since I don't speak English, I didn't understand the employee at all, and they then said I had failed this review.
Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.
Hello, I sent you an email. Best regards.
Dear Sueleyman
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, Romi ([email protected]). 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,
Kristina
Dear user,
I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the God of Wins Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear God of Wins Casino,
Could you please provide detailed information about this case?
Thank you in advance for your response.
Best regards,
Romi
Dear Mr. Romi,
I registered on the God Of Wins platform and successfully verified my account. After winning €8,000, the winnings were paid out without any problems. Shortly afterward, I won another €10,000. However, I was then unexpectedly asked to undergo a second verification process.
The reverification was carried out by an English-speaking support representative, whom I couldn't fully understand due to the language barrier. Nevertheless, I completed the verification process correctly: I was present in person, opened my account myself, and clearly held my passport up to the camera.
From my point of view, it seems as if a reason was being sought to delay or refuse the payment of my winnings.
I therefore request a comprehensible explanation for the renewed verification request and a timely clarification of my case.
Best regards
Dear Sueleyman and Casino Guru Team,
Thank you for the opportunity to clarify this case.
We have conducted a video call as part of the enhanced verification process, during which a third party participated, identifying himself as the player’s grandson. He was instructing the elderly person on what to say and attempted to convince us that the account belonged to the registered individual.
Our KYC specialist, who is fluent in Turkish, reviewed the recording and confirmed that the third party was dictating the responses, while the person born in 1937 relied on his assistance throughout the entire call.
As a result, the verification was considered failed, and the account was closed with winnings confiscated.
It is also important to mention that all communication with the user had always been conducted in English, which further indicates that the account was clearly operated by someone other than the registered individual.
Should Casino Guru require further details, we can privately provide the video verification recording directly to the forum representative upon request. Please note that the video can be shared strictly for internal assessment and not for public posting.
Kind regards,
God of Wins Casino Support Team
Dear God of Wins Casino,
Thank you for your prompt reply.
Could you provide the video to my email address, [email protected], please, so our team can investigate the matter?
Dear user,
Please explain the situation before we come to any conclusion.
Thank you.
Respectfully,
Romi
Dear Sueleyman,
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.
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Romi
Casino.Guru
