Gohog Casino - Player's winnings have been confiscated.

Recently, I registered on this casino site and won a total of $3340.

Of that amount, $2000 was successfully withdrawn, but $1340 was confiscated due to a violation of the terms and conditions.

I was accused of violating the terms through what they called "advantage play."

I played various games and was not informed exactly which game resulted in the violation.

I requested them to reconsider based on an overall judgment, but was declined. I would like to ask for reconsideration from those in charge.

Dear nishitsuki,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’ve encountered with the casino.

To better understand your situation and assist you effectively, could you please clarify the following:

• Can you provide more details about the games you played and the strategies or approaches you used while playing?
• Did the casino provide you with any specific details or evidence to explain how you allegedly violated their terms and conditions through "advantage play"?
• Have you had any additional communication with the casino regarding this issue? If so, could you share the content of those discussions?
• Were there any terms and conditions highlighted to you during the gameplay that might relate to the casino's claims?

If you have any relevant emails, screenshots, or other communication with the casino, please forward them to petronela.k@casino.guru. These details can be crucial in helping us assess the situation and mediate effectively.

Your cooperation is essential for us to proceed with your case. Without the necessary information and input from your side, we won’t be able to move forward or present a solid case to the casino.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to an extremely high volume of complaints, we kindly ask for your patience. While we aim to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you happy holidays!

Sorry for the late reply.

I have just compiled all the communication I have had with Gohog Casino so far.

Please check your email.

Hi Nishitsuki,

Thank you for your reply and for sending the screenshots of your communication with Gohog Casino.

While I appreciate the effort you took to compile these, studying 30 screenshots is quite time-consuming. To ensure we can assist you efficiently, could you kindly describe the issue in your own words based on the questions I asked earlier? This will help us understand the situation more clearly and speed up the process.

Here are the questions again for your reference:

• Can you provide more details about the games you played and the strategies or approaches you used while playing?
• Were there any terms and conditions highlighted to you during the gameplay that might relate to the casino's claims?
• Were your winnings accumulated with or without an active bonus?

Thank you in advance for your reply.

Can you tell us more about the games you played and the strategies and approaches you used while playing them?

I don't remember much because I played on a lot of different machines.

I remember that one of the games we used was a game console called Limbo.

During gameplay, were any terms and conditions highlighted that may be relevant to the casino’s claims?

Are you wondering if there was a warning message like a pop-up?

If that's the case, then nothing like that should happen.

Were winnings accumulated with or without an active bonus?

I won the bonus money.

I have read the welcome bonus page and am playing in a way that does not violate the terms of use.

Hello Nishitsuki,

Thank you for your responses and for clarifying the details. I understand that you’ve been playing on multiple machines, including Limbo, and that you are concerned about your winnings and how they were handled.

• It’s possible that the confiscation of the $1,340 could have been due to the max cashout limit associated with the bonus you used.
• Additionally, could you please provide the exact name of the bonus you used? This will help us investigate the situation more thoroughly.

Your cooperation is greatly appreciated, and I look forward to hearing from you.

There should be no withdrawal limits.

I checked the terms of use and couldn't find anything like that.

https://www.gohog.com/ja/promotions/welcome-bonus

I played using this welcome bonus.

Thank you very much, nishitsuki, for providing all the necessary information. I will now transfer your complaint to my colleague, Peter (peter.c@casino.guru) , who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello there,

Thank you nishitsuki 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 were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Advantage Play

I find their words very vague and they have not disclosed anything about what was wrong with my gameplay.

In this situation, I have just reviewed the bonus terms and conditions and banned game tags. I'm sure there was a grace period to ban them, but they have not banned any of the games I played.

This is a very unfair issue for users. They advertise big bonus offers and don't list any banned machines in their terms of use. If the user loses, there is no problem, but if the user wins, each withdrawal can be confiscated as an advantage play.

Gohog Casino's response is inconsistent, as they abuse "advantage play" with unclear operating standards and allow machines that are easy to use "advantage play" to run wild.

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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 rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Control Board and submit a complaint to them. Regulator states that it will not handle individual disputes between players and operators, but if you would like to try to contact them regardless you can do so here: (https://www.gamingcontrolcuracao.org/contacts). Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter