Gohog Casino - Player's account has been closed and winnings confiscated.

During the casino's Christmas calendar event, I received a 40% bonus on my deposit and fulfilled the 30x wagering requirement before requesting a withdrawal.

After waiting for some time and not seeing the funds appear, I attempted to log in to my account and found that it was no longer accessible. I contacted the casino's support via email regarding this issue, and a few days later I received a message stating that my account had been closed due to "advantage play," and my funds were confiscated.

However, I was only engaging in standard slot gameplay, which is why I am making this protest in this way.

Note: I have an impression that the casino's account review process is quite careless. When I used my initial deposit bonus, I was fortunate to secure a significant win, but due to a mistake on the casino's part, around 10,000 USDT of my winnings were temporarily confiscated. By persistently communicating with support via email, the casino eventually acknowledged their mistake, and the withdrawal was processed. I believe the freezing of my account this time might also be due to a similar issue.

Hello makonagix.oc,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Gohog Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Was this the first ever bonus you used in the casino?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

thank you for your hard work.

I think the KYC verification for my account was completed on 10/31 of this year.

This is not the first time I've used a bonus. I used the first deposit bonus, and recently they had a Christmas advent calendar with daily bonuses, so I've used them occasionally (I think about 4 or 5 times).

The last email I received from the casino was on December 21st. They insisted that I was taking advantage of the situation, so I told them I would file a dispute on Casino Guru, but I have not received a reply from the casino yet.

I will briefly explain the timeline. This is just a brief explanation, so if you need more details or the body of the email, please contact me later.

10/25

GOHOG Casino had a very good reputation on Casino Guru, so after registering an account, I took advantage of the first deposit bonus. I got lucky and won around 7,000 USDT from my deposit of 1,000 USDT.

10/27

Even though I hadn't done anything wrong, I was notified that "I confiscated all of my balance because I did not comply with the maximum bet amount." After a few exchanges, I received a message the next day stating that "there was no violation of the maximum bet amount after all," and the funds were returned to my account.

10/31

I completed the KYC verification and withdrew my winnings over the course of two days. Although there were some sloppy transactions along the way, I decided that it was a good casino because my winnings were withdrawn, and I decided to use it again in the future.

12/1 -- 12/15

A daily bonus promotion called Christmas Mission was announced, and I took advantage of some of them. I played various slot machines, won and lost in the usual way, and I think that I was slightly losing in the cumulative balance of the Christmas Mission.

12/15

I had a slightly big win in the promotion that day (I deposited 300 USDT and got 1,975 USDT). I requested a withdrawal around the time the date changed.

12/17

The withdrawal was a little slow, so I decided to check it out, but I couldn't log in to my account. I immediately contacted the support email.

12/20

I received an email response, and it seemed that my account had been closed and all funds confiscated due to the following: "use of stolen cards," "chargeback," "creating multiple accounts to take advantage of casino promotions," "providing inaccurate registration data," and "other actions that may cause damage to the casino." I had not engaged in any such misuse, so I tried to convince them by email several times, but in the end I was informed that my account had been closed because I had been playing to my advantage. (So what was the intention behind listing "creating multiple accounts" at the beginning?)

Hello makonagix.oc and thank you for all the information provided so far. As we will need further evidence from the casino, your complaint will be now forwarded to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you makonagix.oc for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Gohog Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and winnings confiscated.

Thank you!

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.

On the 4th of the day, I received an email from support stating that they had already dealt with casino guru.

Dear makonagix.oc, I was in contact with the casino representative and was told to wait until evidence can be provided and have not received any news since. I will keep you updated about any new developments. Thank you for your patience during this time!

I think the casino's actions are very suspicious. In other words, did they confiscate the balance and close the account as an advantage play without providing any evidence?

I don't want to let the time run out and get away with it, so if Gohog needs more time to provide evidence, I'd be happy to give him more time to respond.

Ironically, this situation proves that Gohog closed my account based on an assumed advantage play without any evidence.

I will quote the email I received from Gohog on 12/20 in its entirety. This is a reply to my email requesting that they "please check again."

After conducting a careful and thorough investigation, we would like to inform you that we have confirmed a violation of our terms and conditions.

We have confirmed that there are no errors in the results of this investigation.

Yes, if that is the case, you simply submit your findings to Casino Guru straight away.

I just received an email from Gohog, which I'll quote below.

Thank you for always using GoHog.

We have confirmed that your recent usage violated our terms and conditions, so we have closed your account.

Please note that we will still refund your funds even after your account is closed. Please provide us with your bank account details so we can process the refund.

Thank you for your cooperation.

If you have any questions, please feel free to contact us. Thank you for your understanding.

If you have any other questions, please feel free to contact us.

Thank you for your cooperation.

In other words, Gohog was unable to provide any evidence of advantageous play until the very end, and Casino Guru persistently complained, so he is trying to get away with it in this way.

I protested and may get my money back, but since this was a freeroll for Gohog, it feels like I'm being "advantage played".

We are not going to tolerate this kind of behavior from casinos.

Even if you are given a refund, we will demand evidence of advantage play.

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.

Now Gohog continues to ignore my replies.

I don't want to just let the casino get away with it, but is there any way to extend the period?

Dear makonagix.oc, I was in contact with the representative last week and was told that I would receive the evidence soon. I will give them last 7 additional days at your request and contact the representative again but if they do not respond I will be forced to close the complaint as unresolved.

thank you.

First, to Gohog's credit, the fact is that the $1,975 winnings were successfully withdrawn to the requested cryptocurrency wallet about seven hours ago.

Now, I will state my idea. To be honest, I am happy that I was able to withdraw my winnings and I want to say a big thank you to everyone who handled my complaint at Casino Guru. I also want to thank Gohog for making the decision to withdraw the winnings after all the twists and turns.

However, the suspicion that they tried to take my balance unfairly remains. The results of Gohog's "careful and thorough investigation" have not been submitted in the correct form even now, more than a month later, and it seems that they are thinking, "It's too much hassle, so I'll just withdraw about $1,975 and settle the matter." This is the result of my filing a complaint on Casino Guru and continuing to exchange opinions, and I think that many other players who cannot take such measures have been in a similar situation and simply had their balances taken.

Dear makonagix.oc,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter