The player from Finland had requested a withdrawal three weeks prior and had completed the required wagering for his second welcome bonus. However, his account was under investigation due to a perceived connection with multiple accounts, which caused a delay in the verification process. He had not received any updates since his last chat with customer support on 28.09.2025. The Complaints Team had made several attempts to contact the casino for clarification on the verification delay but received no response. Consequently, the complaint was marked as "unresolved," and the player was advised to contact the Anjouan Gaming Authority regarding the casino's licensing issues. Later, the complaint was reopened after the casino provided evidence indicating that the player had violated the casino's terms and conditions by creating multiple/duplicate accounts linked to the same IP address. As a result, the complaint was concluded as unjustified, and the casino's actions were deemed appropriate based on their policies.
GojiCasino - Player’s withdrawal is delayed due to account investigation.
Unjustified complaint
Amount: €3,129
GojiCasino
Safety Index:Fresh casinoCase summary
Hello! i played my second welcome bonus on this casino 03.09.2025 and after i completed the wagering i made a withdrawal and uploaded all requested documents, then i got email (screenshot attached) that said "Your account is currently under investigation considering there could be connection with more than two accounts. Until the investigation is completed your verification request will be on hold." i was like okay what is this, i think ill wait then, but now its been almost a month and i went to the chat on sunday 28.09.2025 (screenshot attached) and after that they have not been in touch. i can assure you that there is no connections with any other accounts
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Dear juhakalevikuronen,
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 that I can fully understand the situation.
- Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
- Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
- Could you please advise if you have passed the KYC verification?
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,
Veronika
Translation
Hi! It's not possible, I only got home internet a while ago and before that I've only used my phone's internet, and I've never used programs like VPN. My downloaded documents have been in pending status for 27-28 days now
Hei! Front and backside of my drivers license, selfie with my drivers license and electricity bill
Please forward me the documents you sent to the casino for verification at veronika.f@casino.guru. Thank you for your cooperation.
Thank you very much, juhakalevikuronen, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Hello juhakalevikuronen,
I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.
We would like to invite GojiCasino to join the conversation.
Dear GojiCasino,
I would appreciate it if you could clarify why there have been no updates concerning the player's verification process, especially considering that quite a significant amount of time has already elapsed. Could you also inform me when the review process is expected to be completed so that the withdrawal can proceed?
If there are any factors affecting the situation that cannot be disclosed publicly, please do not hesitate to share them directly with me at michal.k@casino.guru
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 juhakalevikuronen,
I have made several attempts to reach out to the casino, but I have received no response whatsoever. 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 might 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.
Usually, in the meantime, I would recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website, but the validator on the casino's webpage shows the casino is not licensed.
Most likely in an attempt to prevent players from escalating their complaints further.
Although GojiCasino appear to still hold a valid gaming license as they are listed in the Register of License Holders
Currently, the only way to submit a complaint to the authority is via a form on the licence validator page. You may wish to inform the licensing authority that the casino operator (Ante Group Limitada) is not offering this option to their players. The greater the number of complaints they receive regarding this matter, the more probable it is that they will take the necessary actions. Regrettably, this is where any potential assistance from our end concerning your case concludes.
I am sorry I could not be of more help on this occasion. I really hope the decrease in the rating caused by unresolved complaints might help to change the casino's approach.
While we cannot assist further with this specific case, please do not hesitate to contact us if you have issues with any other casino in the future, and we will try our best to help if possible.
Kind regards,
Michal
Casino Guru
We’ve reopened this complaint as the GojiCasino has provided us with the information and evidence to assess the situation.
Dear Juhakalevikuronen,
I have now obtained the evidence supporting the casino’s decision. After carefully reviewing all relevant information and materials, we must conclude that this complaint is unjustified due to a violation of the casino’s terms and conditions. Specifically, the findings indicate the creation and/or use of multiple or duplicate accounts linked to the same IP address, created in close succession, and exhibiting identical gameplay patterns aimed at exploiting the casino’s bonuses and promotions.
Given the nature and consistency of these findings, this cannot be regarded as a mere coincidence. Every casino maintains a strict policy regarding cases of multiple or duplicate accounts, and the casino team has acted in accordance with its terms and conditions, which you agreed to when you registered your account.
We regret that we cannot provide more support on this occasion. If you face challenges with another casino in the future, please feel free to reach out to us, and we will try our best to assist you.
Best regards,
Michal
Casino Guru
