GojiCasino - Player’s winnings haven’t been received yet.

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Dear ikamaru,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

More than 14 days have passed since the initial withdrawal request, and the withdrawal has not been processed.

Even after contacting customer support again and asking them to ask the relevant team to process it as a top priority,

They haven't even replied.

Dear ikamaru,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

More than 14 days have passed since the initial withdrawal request, but the withdrawal has not been processed.

Even after contacting customer support again and requesting that the relevant team process it as a top priority,

They don't even reply.

Dear ikamaru, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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.

Karla

Have you made any successful withdrawals before?

⇒yes

Could you please confirm that you have passed the KYC verification?

⇒passed the KYC

Did you accumulate your winnings with or without an active bonus?

⇒I used the bonus.

Did you play casino games or bet on sports?

⇒casino games

Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at 

⇒I have contacted customer support multiple times, but I have not received any response from the relevant department.

Dear ikamaru,

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, (romana.r@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,

Karla Mayfly

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 GojiCasino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear GojiCasino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

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.

Even after a month

Even after contacting Goji's support team, I received no response from the relevant representative.

There will be no reply whatsoever.

I don't think you'll hear from the person in charge,

Please try to get in touch with the person in charge and have them check the situation.

Of the three withdrawals I attempted, two were rejected for unknown reasons, and my profits were confiscated.

The deposit will be returned to the cash balance.

I understand that two of these actions violate Section 9.14 of the Terms of Service.

One transaction is still in the withdrawal process.

Dear ikamaru,

We have tried to contact the casino repeatedly but, have 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. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, you might consider contacting the Anjouan Gaming Authority and submitting a complaint to them if you still want to pursue your case.

Although according to their policy, the Authority does not mediate, arbitrate, adjudicate, or otherwise intervene in individual player-operator disputes. However, if a complaint is not resolved by the casino team within 30 days, it may be escalated to an independent Alternative Dispute Resolution (ADR) provider. Participation in ADR is mandatory for all licensed operators, and the operator is required to cover the associated costs (if applicable).

As GojiCasino has not engaged or responded within our own dispute resolution process as an ADR mediator, this may constitute a potential breach of licensing conditions. For this reason, it may be appropriate to inform the licensing authority of the situation. You can contact them here: Contact | Anjouan Gaming

They may be able to review the matter further and take any necessary action which could help to potentially resolve your issue.

Regrettably, this is where any potential assistance from our end concerning your case concludes.

Best regards,

Kristina

Casino Guru