GojiCasino - Player faces blocked withdrawals due to account accusations.

Dear Casino.guru Complaint Team,

I am writing to file a complaint against Goji Casino.

Situation:

My account is fully KYC verified.

I won money in a weekly tournament organized by the casino itself.

The winnings came from a bonus purchased with loyalty points + my own deposited funds.

I requested two withdrawals of 150 EUR each to cryptocurrency.

After several days of delay, the casino sent me a notice accusing me of having a "Duplicate Account" and permanently declined both withdrawals. All winnings were voided.

My position:

I have only one account at Goji Casino. I have never created or used any other account, nor have I used VPN, shared devices, or family members' data. All activity was from my personal devices.

The casino has provided zero evidence (no IP addresses, no device fingerprints, no linked accounts, nothing). Their accusation is completely baseless.

I have already contacted the casino’s Risk & Compliance Department demanding proof, but received no concrete evidence.

Requested resolution:

Immediate reactivation of my withdrawals and payment of the full amount won (300 EUR).

Or, as an alternative, return of my last deposit(s).

Attachments I will add:

Screenshot of the cancellation notice from 23.05.2026

Screenshots of the pending withdrawals

Chat history with support

KYC approval confirmation (if available)

I kindly ask Casino.guru to help resolve this issue and contact the casino on my behalf.

Thank you.

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 Railrunner,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• When have you passed account verification, and which documents have you been asked to provide during the process?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas