GojiCasino - El retiro del jugador se ha retrasado debido a un error en la cuenta.

I used a deposit bonus at this casino and met the wagering requirements.

I then requested a withdrawal, but the casino reversed the balance, claiming there had been an unintended error.

I confirmed in advance that Head and Tails was both an eligible bonus game and a game that contributed toward the wagering requirements before I started playing.

Yet the casino treated this as an error and threatened to close my account if I did something similar again.

The casino made a mistake in selecting the eligible games in the first place, so why are they holding the user responsible?

Please have a casino representative speak with me.

I have fully completed all KYC and withdrawl

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with GojiCasino.

Please allow me to ask you a few questions so I can better understand the situation.

• How did you confirm the game was eligible for wagering? (contacting support, list of restricted games, other ways)
• Could you please confirm whether you completed the wagering requirements of the bonus fully on this game? Would you be able to describe your gameplay in more detail? ( Bet amounts, session length, use of autospin, etc.)
• Could you please specify when the incident took place and when you were informed about the winnings confiscation?
• Post screenshots here or send any relevant information to my email at tomas@casino.guru

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

Best regards,

Tomas

I confirmed that it was an eligible game by checking the bonus description and verifying that it was reflected when I actually played the game.

I tried to verify this again, but the casino has frozen my account. As a result, I am unable to provide any information.

Since they are not responding to my messages, please contact a casino representative immediately.

Even though I set the eligible games and the payout rate myself, the casino is trying to justify its mistake by claiming, "No casino includes ‘Head and Tails’ as an eligible game," and is attempting to shift all the blame onto me.

Get a casino representative here immediately.

Hello andandjonnyx,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your patience and the update.

• Could you please confirm whether you completed the wagering requirements of the bonus fully on this game? Have you played other games in order to wager the bonus on your first attempt to wager it?
• Do I understand correctly that after the casino reset your deposit and bonus, you tried playing the same game despite the warning that it's considered bonus manipulation?
• What happened to your balance after the account was frozen?

Please let me know.

After the reset, I met the wagering requirements in a different game, but my withdrawal was denied and my account was frozen. The casino has refused to communicate with me ever since.

Thanks for the update.

Could you please specify when exactly you finished the wagering the requirements after the reset? (date)

When was the last time the casino was in contact with you? (date)

Which game have you played to achieve the wagering requirements aftert the reset?

Please let me know.

I dont know

I played 888dragons, a slot game by Pragmatic Play.

I don’t know the exact date and time because I can’t access my account.

Dear andandjonnyx,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello andandjonnyx,

It's Michal once more. I've taken charge of this complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to extend an invitation to GojiCasino to participate in this discussion.

Dear GojiCasino,

Could you please help clarify how this situation unfolded?

It would be helpful to understand when and how the player was informed about whether the Head and Tails game was allowed or not while a bonus was active, when the player’s deposit and bonus were reset, and on which game(s) the wagering requirements were completed. Additionally, please clarify how many times the player has successfully withdrawn winnings, as well as the reason why the latest withdrawal was not processed and why the account was subsequently closed.

This information will help us better understand the context and assess the case appropriately.

If there are any additional factors affecting this matter that cannot be shared publicly, do not hesitate to share them with me directly at michal.k@casino.guru.

There is a list of games eligible for the bonus.

Furthermore, games that are ineligible for the bonus cannot be accessed at all.

When I played, the games were listed as eligible, and the contribution rate was 100%, so I assumed there was no issue.

I actually used the first deposit bonus and made a withdrawal.

At that point, the casino had reviewed my betting history and approved the withdrawal, which serves as proof that the casino determined there was no problem.

However, when I used the second deposit bonus, the contribution rate suddenly dropped to 0% midway through.

Although I found this strange, I continued playing on a different slot game, met the wagering requirements, and requested a withdrawal, but the casino rejected it and arbitrarily reverted my account to the state it was in immediately after the deposit.

Furthermore, after that, I played on another slot game, met the wagering requirements, and requested a withdrawal, but my account was frozen.

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 andandjonnyx,

I have tried to contact the casino repeatedly but, have had no success. I'm afraid there is not much that can be achieved without cooperation from their 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 could 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, you might consider contacting the Anjouan Gaming Authority and submitting a complaint to them if you still want to pursue your case.

Although according to their policy, the Authority does not mediate, arbitrate, adjudicate, or otherwise intervene in individual player-operator disputes. However, if a complaint is not resolved by the casino team within 30 days, it may be escalated to an independent Alternative Dispute Resolution (ADR) provider. Participation in ADR is mandatory for all licensed operators, and the operator is required to cover the associated costs (if applicable).

As GojiCasino has not engaged or responded within our own dispute resolution process as an ADR mediator, this may constitute a potential breach of licensing conditions. For this reason, it may be appropriate to inform the licensing authority of the situation. You can contact them here: Contact | Anjouan Gaming

They may be able to review the matter further and take any necessary action which could help to potentially resolve your issue.

Please let me know if they were able to help at michal.k@casino.guru.

Regrettably, this is where any potential assistance from our end concerning your case concludes.

Best regards,

Michal

Casino Guru