GojiCasino - Pelaajan kotiutukset estetään tiliä koskevien syytösten vuoksi.

Dear Casino.guru Complaint Team,

I am writing to file a complaint against Goji Casino.

Situation:

My account is fully KYC verified.

I won money in a weekly tournament organized by the casino itself.

The winnings came from a bonus purchased with loyalty points + my own deposited funds.

I requested two withdrawals of 150 EUR each to cryptocurrency.

After several days of delay, the casino sent me a notice accusing me of having a "Duplicate Account" and permanently declined both withdrawals. All winnings were voided.

My position:

I have only one account at Goji Casino. I have never created or used any other account, nor have I used VPN, shared devices, or family members' data. All activity was from my personal devices.

The casino has provided zero evidence (no IP addresses, no device fingerprints, no linked accounts, nothing). Their accusation is completely baseless.

I have already contacted the casino’s Risk & Compliance Department demanding proof, but received no concrete evidence.

Requested resolution:

Immediate reactivation of my withdrawals and payment of the full amount won (300 EUR).

Or, as an alternative, return of my last deposit(s).

Attachments I will add:

Screenshot of the cancellation notice from 23.05.2026

Screenshots of the pending withdrawals

Chat history with support

KYC approval confirmation (if available)

I kindly ask Casino.guru to help resolve this issue and contact the casino on my behalf.

Thank you.

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.

Dear Railrunner,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• When have you passed account verification, and which documents have you been asked to provide during the process?

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

Best regards,

Tomas

Dear Railrunner,

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.

Dear Tomas,

Thank you for looking into my complaint.

Answers to your questions:

No, nobody from my household or anyone sharing my IP address has ever created an account at Goji Casino. I am the only person using this account. 

I passed full KYC verification before requesting any withdrawals. I submitted all required documents (passport/ID + selfie + proof of address) and my account was approved as fully verified.

I have only one account at Goji Casino.

All winnings came from a tournament organized by the casino + bonus bought with loyalty points earned through normal play.

I used my personal private VPS for connection. I did not use any public VPN or shared proxies.

On May 20, the casino claims there were "impossible geographical movements" between Finland and Georgia. This was due to my VPS servers, not any fraudulent activity. I can proofed it.

Thank you very much for your help.

Best regards,

Railrunner1

Dear Railrunner,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo (jakub.m@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Tomas

Dear Railrunner,

It’s a pleasure to e-meet you. My name is Kubo, 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.

As part of our standard procedure, I would normally invite a representative from GojiCasino to join this conversation. However, since they have not yet registered a representative account on our platform, they are currently unable to respond directly within this thread.

Additionally, I want to be transparent that GojiCasino currently holds a low safety rating and has a poor track record in addressing player complaints. While this means the likelihood of a favorable response may be limited, I have reached out to their official support team through available channels to request assistance with your issue. I am awaiting their reply and will keep you informed of any updates.

Thank you for your understanding and patience throughout this process.

Best regards,

Kubo

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 Railrunner,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at jakub.m@casino.guru.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Kubo