The player from Germany has been attempting to withdraw her winnings for three months, facing repeated rejections of her verification documents without explanation. Her account is now blocked for withdrawals, and she is no longer receiving responses from support.
GoKong Casino - Player's withdrawal is delayed due to account issues.
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Waiting for Casino Guru to reply
5d 6h 30m 51s
GoKong Casino
Safety Index:HighCase summary
Discussion
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1 week ago
Translation
I've been trying to withdraw my winnings from this casino for three months now (since November 12, 2025). My verification documents have been rejected multiple times without explanation. Support has repeatedly asked me to resend the documents, which I did. They rejected them again without reason and, when I inquired further, requested the exact same documents. For the past month, my account has been blocked for withdrawals (I can still log in), and support is no longer responding.
Automatic translation:
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3 days ago
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.
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3 days ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.
- Could you please list which documents you have already provided, and in what format?
- Would you be able to share with me the last submission of your document for review? My email is [email protected]
- Could you please confirm that the transactions on the transaction history include the deposits to the casino for the relevant period?
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,
Tomas
