The player from Germany successfully completed the wagering requirements for a welcome bonus and requested a withdrawal of her €440 winnings, which was marked as 'COMPLETED' in the casino's transaction history. However, the casino canceled her winnings, retaining only her initial €50 deposit, citing an 'administrative decision' without providing a valid explanation.
Godz Casino - Player's winnings have been confiscated.
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Waiting for Casino Guru to reply
1d 3h 39m 27s
Godz Casino
Safety Index 5.8 Below averageCase summary
Discussion
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Public
1 week ago
Translation
I made a deposit of €50 and claimed the 150% welcome bonus. I fully and correctly fulfilled the required wagering requirements of €2,000. Afterwards, my balance was correctly converted into real money by the system. I then requested a withdrawal of the entire winnings of €440 to my Revolut account.
In the casino's transaction history, this withdrawal (transaction number: 8954261) is even listed with the green status "COMPLETED". However, the casino refuses to transfer the money. Instead, my winnings of €390 have been completely canceled. Only my original €50 deposit remains in my player account.
According to the bonus terms and conditions, there is no maximum winnings limit for this welcome bonus. Customer service in the live chat refused to provide any concrete explanation and blocked the payout under the pretext of an "administrative decision," without providing any evidence of a rule violation. Since I have demonstrably not violated any rules, I demand the payout of my legally earned winnings of €440.
Automatic translation:
Public
Public
6 days ago
Important notice:
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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.
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6 days ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Godz Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Is your player's account accessible to you? Can you log in?
- Have you made sure to complete the wagering requirements of the bonus? Is the status of your bonus wagering complete, to your knowledge?
- Which bonus have you activated on your account?
- Any further information can be sent to my email at tomas@casino.guru, and screenshots can be posted 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
