GoKong Casino - Player's winnings have been confiscated.

I take deposit bonus , also here at casino guru is show unlimited cashout from deposit bonus , after I make sucseful wagering they toook 6100 eu of my account and just left me 620eu, I was playing at rules my max bet was 4 EU , they said after that that is max cashout for me.please halp , that is unfar!!!

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• Could you also kindly send me the communication between you and the casino customer support regarding the cap applied on your winnings? My email address is veronika.f@casino.guru.
• Have you made any successful withdrawals from this casino before?
• Have you passed the full KYC verification at this casino?

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

Best regards

Veronika

I send you proves of love chat with support and live chat also with financial depertament, I never have before cashout there because I m

new player, also never have withdrawal before , my balance was 6700 or 6800 at suceserul wagering time and casino just took away 6100 eu and Left me 620 eu at my account , I activated bonus from my bonus section at my profile on casino I confirm that the bonus was activated by me directly from my casino account, specifically through the Bonus section of my user profile.

During the communication, I only mentioned or asked about the maximum bonus amount, not the maximum cashout amount.

Also have proves of that action I send you at e mail

Thank you for your email.

• Could you please clarify whether the Bonus Terms were displayed in your player profile while the bonus was active?
• Additionally, could you please send me a screenshot showing how active bonuses are displayed in your profile? Are you able to see any additional information there regarding the bonus rules or specific conditions?

Thank you, and I look forward to your reply.

Yes I can show you an example of bonuses there - REMINDER this is not same bonus is just an exmp from them page - because right know I dont have any avlavible any bomuses at my profile right now so this is for exmp screenshot (from before ) free spins bonus -at the bonus page -bonus section at profile of free spins ,was just write how much is minimum deposit for activated bonus and how much is bonus up to and wagering x40 ,also I read cearfuly terms and condition and they don’t mentoid max cashout from Deposit bonus they just mentoid maximal cashout from free spins and NO deposit bonus ,my bonus was CASH bonus from my deposit.If you wish I can send you screnshoost from there terms & condition

wagering was x40 (I m not sure but I think something like that )

bonus up was 500 eu (I think ) thats all what was write

exmp of bonus from free spins -

Hello boka1993,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear boka1993

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, Peter (peter.c@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,

Veronika

Thank you

Hello there,

Thank you boka1993 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask GoKong Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

Thank you, and I appreciate your help.

I have already tried to resolve the issues directly with GoKong Casino, but it was not possible.

Honestly, I doubt they will refund or transfer the €6,100 that was unfairly deducted from my casino account.

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 boka1993, I am in contact with the casino representative, I will keep you updated about any new developments. Thank you for your patience during this time!

Dear boka1993,

Thank you for bringing this to our attention.

We have received your complaint and are currently conducting an internal review.

We’ll get back to you with a resolution as quickly as possible.

Thank you for your patience.

Kind Regards,

GoKong Casino Team

Ok I hope we will find some resoultion for my problem

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 boka1993, the casino has provided me with two instances where you were informed about the release terms and conditions of the bonus. This corresponds to 10x the amount of deposit you have been left with after the bonus correction at the end of your wagering. It is important to note that each casino may set up its promotions in any way they deem fit. It is the responsibility of the player to read the terms and conditions before accepting any bonus. Let me know if this explains the situation or if you require any further assistance. Thank you in advance for your clarification!

Where did they write this ? I didn’t found this in information in my

bonus section before i

activated my bonus , I m

high roller and I

never take bonuses with that small limits

of withdrawal because almost never I withdrawal less then couple 1500eu

Dear boka1993, based on the information available, it appears that the communication may have been sent to you via email. If you could kindly check your inbox and share the details of the correspondence you received, it would greatly assist us in confirming that you were informed before accepting the bonus. You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear boka1993,

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.

I have a lot of e mail from this casino ( I stay away from that casino in future ) so I can’t find excatly that e mail with that terms and condition also I activated My bonus in my bonus offer from my casino profile and not from my e mail

Thank you for the update boka1993. As you can see the terms and conditions can be also find directly in the "Bonus offer" section on the website as seen here:

I advise in the future to check for such rules to prevent similar situations in the future. Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Kind regards,

Peter