GoGo Casino - Player’s struggling to withdraw his winnings.

Less than a month ago, I won well at this casino. I was able to withdraw money on many occasions after submitting the required documents. Then suddenly a message started coming up that your withdrawal failed, please contact customer support. I was in contact with them many times and no fault was found anywhere claiming the fault was in my bank which was pretty ridiculous as the withdrawal didn’t even go to them for processing. I checked the matter with my bank, there was nothing wrong with that head. Well then it was invented that they have a monthly Withdrawal Limit in the system that should NOT be. I waited for their advice at the turn of the month. Surprise surprise, lifting still can not succeed. Now it is offered as an explanation that the monthly limit has not been reset for some reason, there is something wrong with it. A fix for this bug doesn't seem to be coming and $ 3,000 stands in the account. Poor casino.

Dear Ovaskat,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I have checked terms and conditions, and this is what I found https://app.gogocasino.com/terms :

"2.4.3 LeoVegas will carry out additional verification procedures for any payout exceeding the equivalent of €3000 and reserves the right to carry such verification procedures in case of lower payouts."

Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a bigger win. From our experience it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino. Could you please advise when you have requested your withdrawal? Thank you in advance for your reply.

Best regards,

Petronela

The matter has been clarified

Thank you very much, Ovaskat, for the update. Do I understand it correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.

Dear Ovaskat,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.