The player from California had requested a withdrawal less than two weeks prior to submitting the complaint. The payment had not been processed yet. The Complaints Team acknowledged the delay, noting that it could have been due to KYC verification or a high volume of requests. However, due to a lack of response from the player to further inquiries, the complaint was closed at that time. The player retained the option to reopen the complaint in the future.
Gold Casino - Player claims that payment has been delayed.
Closed
Our verdict
Player stopped responding
Amount: $661
Gold Casino
Safety Index:Below averageCase summary
Discussion
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5 months ago
They haven't paid my redemption. The horrible customer service is ignoring my request . Wll the details are listed in https://casino.guru/forum/complaints-discussion/go-go-gold-casino-seems-fake-af?utm_medium=email&utm_source=system&utm_campaign=forum&utm_term=10-11-2025#post-229355
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5 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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5 months ago
Dear Ronek,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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4 months ago
Dear Ronek, could you please send me a link to the casino against which you wish to raise a complaint?
Additionally, could you please summarize the complaint here in the complaint thread?
Thank you in advance for your cooperation.
Best regards,
Attila G.
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4 months ago
Dear Ronek,
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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4 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Attila
Casino.Guru
