GojiCasino - Povlačenje igrača je odloženo zbog problema sa verifikacijom.

I made a deposit and met the wagering requirements. To withdraw, I need to verify my account, but the casino won’t let me do that. I’ve tried several times on alternate days, and I always get the same error. When I contact support via chat, only an AI agent is available—never a human agent—even on alternate days. I haven’t received a response to the email I sent.

Fiz um depósito, cumpri os requisitos de aposta. Para sacar preciso verificar a conta, mas o casino não me possibilita fazer isso. Tentei diversas vezes em dias alternados e sempre apresenta o mesmo erro. Em contato com o suporte via chat apenas um agente IA disponível e nunca um agente humano também em dias alternados. Sem resposta ao e-mail que enviei.

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 problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Attila

I have a lot more screenshots. I've sent countless emails, but I haven't received any replies. I think they're calculating it based on the deposit amount, but the terms say 10 times the bonus amount, not the deposit amount. Plus, they're not including the EUR from the free spins.

Tenho muito mais capturas de tela. Enviei inúmeros e-mails, mas não obtive nenhuma resposta. Acho que estão calculando pelo valor do depósito, mas os termos dizem 10x o valor do bônus e não do depósito. Além de não incluírem os EUR dos free spins.

Thank you for your response. Could you please send me a link or a screenshot of the bonus you activated and played with? Additionally, could you kindly confirm the total amount allowed for withdrawal by the casino? This should include both the winnings from the deposit bonus as well as the free spins. Thank you in advance for your reply.

https://www.gojicasino.com/en/promotions?click_id=org_referral_1786733156307&sub_id1=org_referral_1786733156307&campaign=main_referral

Other bonuses on the same site have a maximum withdrawal limit of 10 times the deposit amount, but mine doesn't. The terms clearly state 10 times the bonus amount. They’re calculating it based on the deposit amount; they won’t listen to me when I try to explain. It’s very difficult to talk to customer support via chat—it takes too long.

I have a screenshot showing the terms and the bonus amount, which was €15.78. That means I should be able to withdraw at least €157.80. And that’s not even counting the winnings from the free spins, for which the casino’s own terms state that I can withdraw up to €100.00.

The website itself shows that once I completed the rollover, the system automatically adjusted my balance to €173.00. They aren’t honoring their own terms.

Outros bônus do mesmo site tem como retirada máxima 10x o valor do depósito, mas o meu não. Os termos dizem claramente 10x o valor do bônus. Estão calculando com base no valor do depósito, não me ouvem quando tento explicar. É muito difícil falar com o chat, demora muito.

Tenho um print que mostra os termos e o valor do bônus que foi de €15,78. Quer dizer que eu poderia sacar no mínimo €157,80. Isso sem contar o valor ganho com as rodadas grátis, cujos termos do próprio cassino dizem que posso sacar até €100,00.

No próprio site mostra quando acabei o rollover o sistema automáticamente rediziu meu saldo para €173,00. Não respeitam os próprios termos.

Dear player,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation; however, this one has 5+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.

Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue; however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, we have no other choice since it seems to be a common practice for GojiCasino to ignore us completely in our attempts to mediate any kind of issue. We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any issues have died as complaints have grown in number. We strictly recommend staying away from GojiCasino. I wish I could be of more help.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA), also known as Anjouan Gaming, by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

The casino can reopen this complaint anytime.

Best regards,

Attila