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Legitimate Winnings Confiscated (€4,600) / Account Abusively Blocked / KYC Ignored

Dear Casino Guru Team,

I am filing this complaint against Goji Casino for the abusive confiscation of my legitimate winnings, the unjustified deactivation of my account, and the direct violation of their own Terms & Conditions regarding the KYC process.

The Timeline of Events & KYC Violation:

I registered, deposited funds, and played Amusnet Interactive (EGT) slots.

I won a completely legitimate total of €4,600.60. I have full evidence of these winnings, including the official Session IDs provided by the Amusnet Interactive servers, which validate every spin and win.

I submitted all the required documents for the KYC verification process and requested a withdrawal.

The casino completely failed to process my KYC verification within the timeframe stipulated in their own Terms and Conditions. They ignored the verification documents I submitted, provided no response, and engaged in severe stalling tactics instead of processing my withdrawal.

The Fraudulent Action:

Today, the casino (via their payment processors) initiated a refund of my initial deposits. Immediately after refunding my deposits, Goji Casino DEACTIVATED / BLOCKED my account, effectively confiscating my €4,600.60 winnings.

Refunding a player's initial deposits does not give a casino the legal right to void legitimately won funds validated by the game provider. This is a clear case of "voiding legitimate winnings".

Aggravating Circumstances:

When I contacted Live Chat to demand an explanation for the account block, the ignored KYC, and the confiscated winnings, the agent directed me to contact the Licensing Authority at complains@gaminglicences.com.

When I sent my legal notice to that address, it bounced back as "Address not found". The casino intentionally provided a fake/dead email address to obstruct the dispute process.

Evidence Provided (Attached):

Screenshots of the game sessions and official Amusnet Session IDs validating the €4,600.60 winnings.

Proof of the refunded deposits.

Screenshot showing my account is now abusively "Disabled".

Proof of the emails and KYC documents sent to them, which were completely ignored.

I request Casino Guru's immediate intervention to force Goji Casino to unblock my account and pay out my legitimate winnings in full. This casino is actively trying to defraud players by ignoring KYC rules and refunding initial stakes to erase big wins.

Thank you for your assistance.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with GojiCasino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hello Tomas,

Thank you very much for taking my case. Here are the clear, chronological answers to your questions:

1. How long I was a player and when exactly the account was blocked: I have had the account for a while (I don't remember the exact registration date). I deposited real money and played in multiple sessions until my balance reached €4,600.60. After reaching this amount, I submitted my KYC verification documents both via email and through their platform. I received a standard reply stating that it would take longer due to a "high volume of requests." After waiting for 7 days, I sent them a follow-up email requesting them to expedite the process, as their own stated timeframe in the Terms and Conditions had already passed.

2. How I learned about my account being blocked: I found out my account was blocked ONLY after I noticed that their payment processors unexpectedly initiated a refund of my deposited amounts. I NEVER requested this refund. When I saw the money being sent back to my bank, I tried to access my account and realized it was blocked.

3. Did I achieve the balance with a bonus? No. I played exclusively with real money deposits. There was no bonus involved in reaching the €4,600.60 balance.

4. Communication with the casino regarding the accusations: After their payment processors (from Estonia) voluntarily refunded my deposits, Goji Casino used this as an excuse to block my account and confiscate my €4,600.60 winnings, falsely accusing me of initiating a "chargeback" (claiming I breached rule 8.14).

This is completely false. I have attached the following irrefutable evidence to this email:

Evidence 1 (Revolut Bank Confirmation): Chat transcripts from my bank officially confirming that I NEVER initiated a chargeback. The bank clearly states these are "Refunds" initiated by the merchants themselves (Thedeportal / roningnc).

Evidence 2 (Casino admits lack of proof): An email from Goji Casino agent "Ken" admitting they do NOT have the Acquirer Reference Number (ARN) for this supposed chargeback, and stating the alert came directly from their Estonian payment processors.

Evidence 3 (Proof of Winnings): Screenshots of the Amusnet Session IDs proving my legitimate €4,600.60 winnings.

The casino's processors initiated a panic refund, and the casino is now using their own processor's action to frame me for a fake chargeback and steal my legitimate winnings.

Please find all the screenshots attached. I am fully available if you need any further information.

Best regards, Ionuț Cristian Ene

Proof of the conversation was sent via email. I could not upload the full pdf here.

Thanks for your patience.

I went over the information you provided; however, I couldn't find any correspondence originating from the casino accusing you of making chargebacks. Kindly share this correspondence with me. Make sure the date is visible.

Send this information to my email at tomas@casino.guru

Please let me know if I overlooked any information.

Hello Tomas,

I have attached the screenshot to my complaint directly on the Casino Guru website. Additionally, I have just forwarded the complete original email I received from Goji Casino to your email address. ( tomas@casino.guru)

Please let me know if you need anything else to proceed with the case.

Hello Cristian112,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Cristian112,

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, Matej (matej.l@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,

Tomas

Hello Cristian112, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding theconfiscated winnings. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of GojiCasino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s were confiscated? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

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 Cristian112,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Anjouan Gaming Authority and submit a complaint with them. To do this, please go to the casino's website and look for the Anjouan Authority logo, usually placed somewhere at the front page. It should look something like this:

Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej