GoKong Casino - El retiro del jugador se retrasa debido a problemas con la cuenta.

I've been trying to withdraw my winnings from this casino for three months now (since November 12, 2025). My verification documents have been rejected multiple times without explanation. Support has repeatedly asked me to resend the documents, which I did. They rejected them again without reason and, when I inquired further, requested the exact same documents. For the past month, my account has been blocked for withdrawals (I can still log in), and support is no longer responding.

Ich versuche seit drei Monaten meine Gewinne in diesem Casino auszahlen zu lassen (seit dem 12.11.2025). Meine Dokumente zur Verifizierung wurde mehrfach abgelehnt, ohne einen Grund zu nennen. Der Support hat diverse male geantwortet dass ich ihnen die Dokumente erneut schicken soll, was ich getan habe. Hat diese erneut ohne Grund abgelehnt und bei Nachfrage exakt die selben Dokumente angefordert. Seit einem Monat wurde nun mein Accout für Auszahlungen gesperrt (einloggen kann ich mich noch) und der Support antwortet mir nicht mehr.

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 take KYC lightly.

• Could you please list which documents you have already provided, and in what format?
• Would you be able to share with me the last submission of your document for review? My email is tomas@casino.guru
• Could you please confirm that the transactions on the transaction history include the deposits to the casino for the relevant period?

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,

Tomas

Hello Tomas,

I've sent you all the documents I submitted to the casino to verify my transaction history to your email address. (Only the transaction history isn't verified yet; all other documents have been accepted.)

Aside from the documents for the transaction history, I submitted my ID, a selfie, and pictures of my card. These were all accepted.

The deposit to the casino is shown in the transaction history. I have attached an additional screenshot of the transaction confirmation to my email.

Thank you so much for your help and best regards,

Jukio

Hallo Tomas,

ich habe dir alle Dokumente die ich dem Casino geschickt habe um meine Transaktionshistorie zu verifizieren an deine E-Mail-Adresse geschickt. (Nur die Transaktionshistorie ist noch nicht verifiziert, alle anderen Dokumente wurden akzeptiert)

Ich habe abgesehen von den Dokumenten für die Transaktionshistorie meinen Ausweis, ein Selfie und Bilder meiner Karte eingereicht. Diese wurden aber auch alle akzeptiert.

Die Einzahlung an das Casino ist in der Transaktionshistorie vorhanden. Ich habe einen zusätzlichen Screenshot der Transaktionsbestätigung in meiner Email angehängt.

Vielen Dank für deine Hilfe und mit freundlichen Grüßen,

Jukio

Dear Jukio,

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, Lala (jean.s@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 Jukio,

My name is Lala and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear GoKong Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lala

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 Jukio,

Thank you for your patience.

We would like to inform you that your account has been verified successfully.

Best regards,

GoKong Team

Thank you Gokong Casino.

Dear Jukio,

The casino has now confirmed that your account has now been successfully verified. This means you should be able to proceed with your withdrawal. I kindly request to initiate the withdrawal again and let me know if everything works smoothly.

If you encounter any new issues, delays, or error messages, feel free to update me here immediately so we can continue assisting you.

Dear GoKong Casino,

I kindly request that you process player's withdrawal at your earliest convenience. Thank you.

The casino payout took so long that the credit card I used to deposit has now expired. Therefore, I cancelled the withdrawal to that card today and requested a new withdrawal to the Skrill account to which the card was linked.

Die Auszahlung des Casinos hat so lange gedauert, dass mittlerweile die Kreditkarte, mit der ich eingezahlt habe abgelaufen ist. Deshalb habe ich heute die Auszahlung auf diese Karte abgebrochen und eine neue Auszahlung auf das Skrillkonto, zu dem die Karte gehörte beantragt.

Dear Jukio,

Thank you for the update. I understand. It must be frustrating having to go through this long process. I appreciate your patience.

Could you please confirm whether the withdrawal to your Skrill account has been processed, or if it is still pending?

The payment is still pending. I have attached a screenshot of the new payment.

Thank you again for your efforts and help!

Die Zahlung steht leider immernoch aus. Ich habe einen Screenshot der neuen Zahlung angehängt.

Weiterhin vielen Dank für eure Mühe und Hilfe!

Dear Jukio,

Thank you for the update. I’m truly glad to hear that your first withdrawal has finally reached you.

Please don’t hesitate to keep me informed about the remaining withdrawals. I’m here to support you until everything is resolved.

Dear Jukio,

We are extending the timer for 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

The casino has now actually paid out the entire amount! Thank you so much for your support!

Das Casino hat nun tatsächlich den gesamten Betrag ausgezahlt! Vielen Dank für eure Unterstützung!

Dear Jukio,

We're happy to hear that you have received all your winnings. We'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the assistance provided was helpful in resolving the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time. 

Best regards, 

Lala

Casino.Guru