The player from Germany has been waiting for four months to withdraw her winnings of €3,299 from GoKong after an initial payout of €1,500. Despite completing all required verifications and submitting the same documents multiple times, her account remains blocked for withdrawals, and she has received no further feedback from support since March.
GoKong Casino - Player's withdrawals are blocked and funds are delayed.
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Current status
Waiting for player to reply
3d 11h 22m 53s
GoKong Casino
Safety Index 8.4 HighCase summary
Discussion
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3 months ago
Translation
Date: April 1, 2026
Dear Casino Guru Team,
I hereby file a complaint against GoKong due to blocked payouts, repeated verification requests, and withheld funds.
Financial overview
Total winnings: €4,799
Already paid out: €1,500
Outstanding balance: €3,299
The casino initially processed a payout of €1,500. After that, all further payouts were stopped.
Background of the profits
On November 4, 2025, I deposited €500 via MiFinity and used a welcome bonus.
I played the game Dice and won €4,799.
The deposit amount was converted accordingly, so that the winnings were converted into real money.
The sales requirements were met using Money Cart.
Main problems
Partial payment, then sudden blockage
The casino paid out €1,500.
After that, all further payments were stopped without a clear explanation.
2. Verification already completed
I have completed the full verification:
-ID
-Selfie
-Proof of address
-Payment method verification
3. Endless MiFinity document requests
The casino repeatedly demands:
→ MiFinity transaction history
I have submitted this document multiple times.
It is repeatedly requested or refused without explanation. (This behavior of repeatedly requesting the same document has also been observed in casinos within the same group.)
4. No clear requirements are apparent.
My account indicates that documents are required.
However, it does not show which specific documents are missing.
This makes it impossible to complete the verification process.
5. Withdrawals completely blocked
My account is currently blocked for withdrawals.
I have no access to my balance.
6. No response from support
I contacted the live chat and support via email.
I was told that the case is being reviewed.
Since then (early March 2026) I have received no further feedback.
Conclusion
The situation is extremely problematic:
Part of the profits has already been paid out, which confirms the legitimacy.
After that, further payouts were suddenly blocked.
The same documents are repeatedly requested.
It is not clear what the specific requirements are.
And my account is completely blocked for withdrawals.
I fully cooperated and submitted all requested documents multiple times.
I will gladly send the casino any available emails and chats, as well as the documents I have provided to the casino, via email.
I now politely request that the Casino Guru intervene in this case and ensure that:
Clear and final verification requirements will be communicated.
my account will be unlocked
My remaining balance of €3,799 will be paid out immediately.
Thank you in advance for your support.
Best regards
Ninosch
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3 months 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 months ago
Dear Ninosch,
Thank you very much for submitting your complaint. I’m sorry to hear about the issues you are experiencing regarding withheld payouts and verification with GoKong Casino.
To assist you effectively, we would like to clarify a few points regarding your situation:
- What specific documents have they requested from you so far, aside from the MiFinity transaction history?
- Have you received any specific communication from the casino regarding the reasons for withholding your funds?
I hope we will be able to help resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petra
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3 months ago
TranslationDear Petra,
Thank you for your feedback.
Just to clarify: This case concerns the GoKong casino (not Aquawin).
I will gladly answer your questions in detail:
1. Requested documents (in addition to the MiFinity transaction history)
In addition to the MiFinity transaction history, the following documents were requested from me and submitted in full:
-Identity card (front and back)
-Selfie verification
-Proof of address
-bank statement
-Proof of payment (e-wallet / deposit methods used)
I have provided all of these basic verification documents.
2. Problem with the MiFinity transaction history (We are already familiar with this problem from the sister casinos.)
The main problem lies with the MiFinity account statement:
The transaction history for the period is required.
October 9th, 2025 – November 9th, 2025 (PDF format)
I have this document:
-created and submitted multiple times
-uploaded at least 3 times in total
-identical every time (same file)
-I document all uploads in separate folders and can confirm that it is the same complete and correct account statement every time.
Nevertheless, the following happens:
-Document is being uploaded
-no response
-then the exact same document is requested again
3. Contact via email on March 6, 2026
Because of this problem, I also contacted the casino directly via email.
In this email I explicitly pointed out that:
The requested MiFinity transaction history has already been submitted multiple times.
-it is exactly the same file
-I asked for clear feedback on what exactly is missing or incorrect
-The casino then responded, apologizing for the inconvenience and confirming that my request had been forwarded to the relevant department for urgent review.
I was also informed that I would be notified as soon as there was any news.
However:
-More than a month has passed since this feedback.
I received no further reply.
-there was no clarification and no progress
4. No reason given for rejection
I have not received any specific notification from the casino as to why the document is not accepted.
There was:
-no email explanation
-no indication of what's missing
-no specific error description
5. Current Status
-The transaction history is currently in the "under review" status.
-At the same time, the same proof had already been submitted several times previously.
-No progress is being made in the verification process
6. Summary
-All standard verification documents have been submitted.
-The MiFinity statement was submitted correctly multiple times.
-I actively contacted them via email.
-The casino has confirmed the redirection
-There has been no response for over a month.
-The same document will still be required
-There is no reason given for the rejection
-The process has come to a complete standstill
I hope this clarification helps with the further processing of my case.
Thank you for your support.
Best regards
Ninosch
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3 months ago
Thank you for your reply and for providing the previous details, Ninosch.
Can you confirm whether you have saved any chat transcripts or email correspondence with the casino? You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.
Thank you again for your cooperation.
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3 months ago
TranslationHi Petra, thank you for your support so far. I have sent you all the documents for communication via email.
Kind regards
Ninosch
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3 months ago
Dear Ninosch
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 Hadi (hadi.a@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,
Petra
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3 months ago
Dear Ninosch,
It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.
If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.
In accordance with our standard procedure, I’d like to invite a representative from GoKong Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.
Dear GoKong Casino,
Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.
Thank you in advance for your cooperation and prompt response.
Best regards,
Hadi
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2 months ago
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.
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2 months ago
We are extending the timeframe for this matter, as I am currently reaching out to the casino outside of this communication. I will keep you informed of any updates as soon as I receive them.
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2 months ago
We are extending the timeframe for this matter, as I am currently reaching out to the casino outside of this communication. I will keep you informed of any updates as soon as I receive them.
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1 month ago
Dear Ninosch,
GoKong has reached out to us via email requesting your username and email address registered on their platform. Could you confirm what username you use on GoKong's website?
Best regards,
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1 month ago
Dear Ninosch,
GoKong has confirmed that your account was verified in April and that your balance is sufficient to proceed with a withdrawal. Please try requesting a withdrawal once you are back home and let us know how it goes.
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1 month ago
Dear Ninosch,
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.
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1 month ago
TranslationThank you so much for your reply. I will be home next week and will immediately try to request a payout and then get back to you.
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3 weeks ago
TranslationDear Gokong Casino and Casino Guru Team
I'm back home today and have just requested a payout; I'll get back to you as soon as there's any news.
Kind regards
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3 weeks ago
Thank you for your update. We look forward to hearing from you again soon.
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3 weeks ago
TranslationHello, I'm contacting you regarding the payout.
Unfortunately, no payment has been made yet.
Kind regards
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3 weeks ago
Dear Player,
Please rest assured that all your recent withdrawal request has been forwarded to the relevant team.
You will be notified once it has been processed.
Kind regards,
GoKong Casino Team
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2 weeks ago
TranslationThank you very much, a payment was already processed yesterday and today.
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2 weeks ago
I am pleased to hear that you have received your funds.
Could you please confirm if you have received the entire disputed amount?
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2 weeks ago
TranslationNo, not everything has been paid out yet. I always request a new payment as soon as one has been processed. But there's still €2299 outstanding.
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2 weeks ago
Thank you for your response. We look forward to receiving your next update.
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2 weeks ago
TranslationToday I received another payout from the casino. €1799 of my winnings are now still outstanding.
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2 weeks ago
Dear Player,
We are writing to provide an update on the status of your withdrawal requests.
The requests submitted on June 22, 23 and 25 have been successfully scheduled for processing on July 3rd.
Please note that depending on your bank's specific processing times, it may take between 3 and 5 working days for the funds to appear in your account. This timeframe is counted from the date of processing, July 3rd.
Thank you very much for your patience and cooperation throughout this process.
Kind regards,
GoKong Casino Team
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2 weeks ago
TranslationThank you for the feedback. I expect the payments to be made by July 8th, 2026 at the latest.
Kind regards
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1 week ago
Dear Player,
We are writing to provide an update on the status of your withdrawal requests.
The recent request submitted on July 4 have been successfully scheduled for processing on July 8th.
Please note that depending on your bank's specific processing times, it may take between 3 and 5 working days for the funds to appear in your account. This timeframe is counted from the date of processing, July 8th.
Thank you very much for your patience and cooperation throughout this process.
Kind regards,
GoKong Casino Team
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1 week ago
TranslationHello,
I would like to inform you about the current status and at the same time ask for your assessment.
Unfortunately, my withdrawals cannot be processed at the moment because my MiFinity account is currently restricted due to ongoing verification.
The background is as follows:
Since Jeton shut down its previous platform, I had to transfer my entire balance to my MiFinity account. Due to these larger transactions, MiFinity initiated a new verification process.
I have already submitted almost all the requested documents. Only one document is missing, which I requested from the relevant authority several weeks ago. Unfortunately, I have not received any feedback to date and therefore cannot be held responsible for the further delay in verification.
Until verification is complete, MiFinity will not allow any incoming payments to my account. For this reason, the casino withdrawals were automatically canceled.
Therefore, I would like to ask for your assessment:
From your perspective, would it be advisable to use a different withdrawal method so that the outstanding withdrawals can be processed? If so, would I first need to make a deposit using that payment method to activate it as a withdrawal option?
Or would you recommend waiting until the verification with MiFinity is complete and the remaining payouts are then made to my MiFinity account as originally intended?
I would like to resolve the situation as quickly and easily as possible and would be very grateful for your recommendation.
Thank you for your support.
Best regards
Ninosch
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1 week ago
TranslationThere's more news.
I just received confirmation that the document has been sent and will arrive by the end of this week. Therefore, I can complete the verification process with MiFinity and should be able to resume normal withdrawals next week.
Kind regards
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4 days ago
Dear Ninosch,
Given the document is already on its way and MiFinity should clear next week, sticking with MiFinity is the better option. Switching to a new withdrawal method now would mean setting up and likely verifying that method too, which could add more delay than just waiting a few more days for MiFinity to clear.
Let us know once you've received the remaining €1799, or if MiFinity verification stalls again next week.
