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.
Opened
Current status
Waiting for casino to reply
2d 20h 51m 25s
GoKong Casino
Safety Index:HighCase summary
Discussion
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3 weeks 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 weeks 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 weeks 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 weeks 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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2 weeks 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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2 weeks 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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1 week 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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1 week 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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4 days 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.
