Gohog Casino - Player's winnings have been partially confiscated.

When I played on this site, I made a withdrawal of about $9,000.

Despite having cleared all the KYC requirements, including video verification, part of my balance has been confiscated.

I have not engaged in any activities that violate the terms of use, yet no reason has been disclosed, and there has been no recourse for appeal.

I want my money back.

Dear seijin,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem with Gohog Casino. Please allow me to ask you a few questions to clarify your situation.

Did you accumulate your winnings with or without an active bonus? If you played with a bonus, please send me a link, a promotional email with the offer, or a screenshot.

What types of games did you play?

Have you made any successful withdrawals before?

Did you contact customer support to inquire about the reason your winnings were capped? What was their response?

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

Veronika

I won with my first deposit bonus

If there have been no changes since the offer link, this is what it was.

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

The model used was Crash Game.

The terms of use do not state that it is prohibited, and I have confirmed with live support that it is okay to play the game.

I think only $2,000 was successfully withdrawn.

Have you contacted customer support to find out why your winnings were limited? What was their response?

We have inquired, but they have refused to disclose and are being confiscated without reason.

In addition, their KYC was unreasonable.

I can't log in anymore, so I don't remember the details, but I think KYC authentication couldn't be completed quickly on the site at that time.

After they submit a withdrawal request, they will be notified by email and will go through the KYC verification process (video verification with specific instructions) within about 48 hours.

They sent out an extremely unreasonable notice saying that if I did not complete the

I happened to check my email so I was able to respond, but this was a sudden action without any warning.

The authentication process on this site is outrageous, and although they say you can withdraw money after completing the authentication process, they cancel the withdrawal midway and more than half of the money is confiscated.

You can be sure that the site's extremely high rating is a mistake.

At the time, it was not listed on this site, and I was planning to contact the license holder when I had time, but now that I see it has been listed recently, I would like to ask CasinoGuru to conduct an impartial investigation.

I had made some large winnings on this sister site, so I suspect that this may have also been confiscated.

I still have some emails and other information, so I would appreciate it if you could conduct a fair investigation.

Thank you for your reply. Please forward me all the communication between you and the casino customer support regarding the cap of your winnings at veronika.l@casino.guru. Please include all the evidence that could be considered important for the investigation, including screenshots, chat transcripts, emails, and photographs.

I have sent it so please check

Thank you very much, seijin, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, seijin,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Gohog Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed and part of his winnings (disputed amount) confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence and breached/applied rules?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

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 seijin,

Just letting you know I am still in contact with the casino representative outside the thread, waiting for additional requested details/supporting evidence. Therefore, I am extending the timer for the casino again.

So, let's wait until they contact me. I will inform you about any news or updates.

Thank you for your patience and understanding.

yes

They were unable to provide any solid evidence and demanded unreasonable KYC procedures, which I handled appropriately.

If crashing games violates the terms of use, why did they give you the OK when you inquired about it?

If it had been prohibited by the terms of use, it wouldn't have been a problem.

I want my money back.

Dear seijin,

I think that playing crash games is not the main problem here, and if the casino proves all their claims, I think that you know what is the problem.

Anyway, just letting you know that I am still waiting for the additional details and supporting evidence I requested from the casino. I was assured that they would get back to me with all the necessary information. Unfortunately, there was no response for a longer.

Although they have not responded yet, they replied regularly without problems before. Therefore, I decided to provide the casino with another 7 days to share with me the requested, and I will ping the casino representative outside the thread once again, to remind them of the case. But, this time, I will also inform them that in case they fail to respond or provide the relevant supporting evidence until the current timer expires, I will be forced to close the complaint as unresolved.

However, please note (only as an example) that if there are enough or too many similarities/matches in the data between your and other accounts at the casino, it is not necessary to have the exact IP/browser/device matches to consider the case and multiple accounts/collusion/bonus abuse/bonus hunting.

I sincerely believe the casino representative will get back to me soon. Once it happens, I will inform you.

Thank you for your patience and understanding.

> However, an exact IP/browser/device match is not required to consider a case or multiple accounts/collusion/bonus abuse/bonus hunting if there are enough similarities/matches between the data of your account and other accounts at the casino, or if there are too many similarities/matches (just as an example).

GohogCasino demanded KYC within an incredibly short time frame and unilaterally informed us that if we did not complete the process within the time frame, they would confiscate all of our funds.

This is in the short time I've been playing.

I played at the casino when it had just opened, and as I recall there were some issues with the KYC page etc.

If you just open and start advertising, many users will register within a short period of time.

It's entirely possible that we could see similar play in the short term.

On top of that, they promised to withdraw the money after completing all KYC procedures.

And it was actually withdrawn only once.

For example, if someone played a similar game after me, it would be strange for that to have an impact on me.

The fact that GohogCasino has not been able to provide any evidence after all this time shows that they are the ones cheating.

I was also playing at a related casino called BitStarz, so I suspect that may have had an impact.

If you say I did something wrong, it would be strange if you didn't have evidence of it.

GohogCasino should provide proof to casino gurus immediately.

Hello, seijin,

The casino representative contacted me back but asked me for some more time to gather all the requested details/evidence. It probably depends on other casino departments, and there are some delays.

I am extending the timer again, waiting for the requested. Once I have any news or updates, I will inform you. Unfortunately, for some unknown reason, they do not reply or do not want to reply directly in the thread.

Let's wait for the casino's response and further clarification.

Thank you for your patience and understanding.

I see

Please post the evidence that I cheated here.

It looks like the deadline for their response has expired, so how long do they have to provide evidence?

Dear seijin,

There was also a delay on my side. The casino representative wrote to me some time ago, but I checked everything in detail a while ago. However, even if I received sufficient evidence from the casino, without the casino's permission, I would definitely not share it with you, for understandable reasons.

In the meantime, I was in contact with the casino recently and I asked them for further details/evidence supporting their claims. While I will wait for their response and the requested, I have a few questions for you.

Your KYC was not completed, as you claimed above. What exact document did the casino request from you that you were not able to provide until now? Can you please provide the casino with the requested document(s)?

It is possible that without providing the casino with the requested document(s) - verification of your payment method, according to their instructions and in the required quality/format, we/the casino will not be able to continue solving the case any further. Your verification/KYC has not been completed yet, and it is mandatory to withdraw anything from the casino.

So GohogCasino had the answer.

> As stated above, KYC has not been completed.

What does this mean?

I have already gone through their KYC process.

It was a few months ago so I don't remember exactly, but as far as I know they never asked for any additional KYC.

The KYC process (video verification) was completed within two days, and a withdrawal was actually made once.

Is there some additional process that comes after that that means I haven't submitted it?

> Requested documents (verification of payment method)

Can you please provide a detailed explanation on this?

Alright, seijin. Since the casino does not reply or is not interested in replying to the thread for some unknown reason, I asked them about more details outside the thread. Just to let you know, I am still in contact with the casino representative outside the thread, and I am waiting for further details I requested from them some time ago. Unfortunately, it is not like live chat, and there are still some delays, on both mine and their side, so it may take a bit longer until I get back to you with news or updates.

To keep track of the complaint processing time, I am setting the timer for the casino again now, waiting for the requested.

Once I have anything relevant, I will inform you.

Thank you for your patience and understanding.

Can you tell me what the situation is now?

I am still waiting for further details/evidence from the casino, seijin.

Thank you for your patience and understanding.

Extending the timer once again and pinging the casino outside the thread. If the casino fails to contact me back within the set time frame, we will close the complaint according to the gathered information and details.

Thank you for your patience and understanding.

Branislav :

If the casino does not contact me back within the set time, I will close the complaint according to the collected information and details.

What is the current progress?

I don't understand the evidence they provided, and as a party involved, I have no idea what is going on right now.

Branislav :

Haven't received a reply from Gohog Casino?

The deadline has already expired and there appears to have been ample time for them to submit supporting evidence.

Hasn't Gohg Casino been gathering evidence on this issue for over a month now?

In fact, there is no evidence to support their claim that they violated the terms of use.

They are saying that they will not admit that I played the Crash game after the fact.

Dear seijin,

I am sorry for the delay. However, in the meantime, the casino provided me with further evidence confirming its claims and decision.

After gathering all the necessary information, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts/collusion and bonus abuse. Based on the provided evidence, it would be impossible to prove otherwise. In addition, the KYC was not completed, as you claimed.

The casino acted in accordance with the terms and conditions you accepted upon registration.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by or ADR if the casino states any in its Terms and Conditions.

Although only outside the thread, thanks to the GoHog Casino Team for providing information and for their cooperation.

Best regards,

Branislav, Casino.Guru