GoGo Casino - A retirada do jogador foi adiada.

Hello,

I hereby wish to file a formal complaint against GoGoCasino (Swedish gaming license no. 23Si809).

Background:

On 9/21 I requested a withdrawal of SEK 100,000.

Even though the Swedish gambling law requires prompt payment, after 5+ days I still haven't received my money.

During these days I have contacted their customer service daily via live chat. I have only received standard responses like "wait for email", but never any concrete timetable or information.

It wasn't until several days later that I discovered, when logging into my account, a message stating that I had to "prove my income" within 29 days. This had never been communicated via email, despite customer service repeatedly assuring me that all information would be sent there.

They have also tried to call me, even though I have requested written communication via email for documentation.

Important addition:

Inconsistent handling: The same game balance and deposit have already generated two approved withdrawals, which were paid out without any problems. Stopping this particular withdrawal of 100,000 SEK appears arbitrary and delaying.

Selective review: By approving some withdrawals and stopping others from the same balance, the casino acts inconsistently and undermines confidence in a fair process.

Problem:

Delayed payment in violation of the gambling law's requirements for urgency.

Lack of transparency: information about income requirements was never sent to my email.

Inconsistent handling of withdrawals – some are approved, others are stopped.

Ignoring my express request for written communication.

Misleading responses from customer service for several days.

Evidence:

Screenshot from the account page showing income verification requirements.

Customer service logs showing how I received standard responses without concrete information.

Documentation of previously approved withdrawals from the same balance.

My request:

I request that Casino Guru review GoGoCasino's actions in this matter. I believe that they are deliberately delaying payouts, which is contrary to both Swedish gambling law and general principles of fair gaming.

Hej,

Jag vill härmed lämna in ett formellt klagomål mot GoGoCasino (svensk spellicens nr 23Si809).

Bakgrund:

Den 21/9 begärde jag ett uttag på 100 000 kr.

Trots att svensk spellag kräver skyndsam utbetalning har jag efter 5+ dagar fortfarande inte fått mina pengar.

Under dessa dagar har jag dagligen kontaktat deras kundtjänst via livechatten. Jag har endast fått standardsvar som "avvakta e-mail", men aldrig någon konkret tidsplan eller information.

Först flera dagar senare upptäckte jag själv, vid inloggning på kontot, ett meddelande om att jag måste "styrka min inkomst" inom 29 dagar. Detta hade aldrig kommunicerats via e-mail, trots att kundtjänsten flera gånger försäkrat att all information skickas dit.

De har dessutom försökt ringa mig, trots att jag skriftligen begärt skriftlig kommunikation via e-mail för dokumentation.

Viktigt tillägg:

Inkonsekvent hantering: Samma spelbalans och insättning har redan genererat två godkända uttag, som betalats ut utan problem. Att då stoppa just detta uttag på 100 000 kr framstår som godtyckligt och fördröjande.

Selektiv granskning: Genom att godkänna vissa uttag och stoppa andra från samma balans agerar casinot inkonsekvent och underminerar förtroendet för en rättvis process.

Problem:

Fördröjd utbetalning i strid med spellagens krav på skyndsamhet.

Bristande transparens: information om inkomstkrav skickades aldrig till min e-mail.

Inkonsekvent hantering av uttag – vissa godkänns, andra stoppas.

Ignorans av min uttryckliga begäran om skriftlig kommunikation.

Vilseledande svar från kundtjänst under flera dagar.

Bevis:

Skärmdump från kontosidan där krav på inkomststyrkande visas.

Kundtjänstloggar som visar hur jag fått standardsvar utan konkret information.

Dokumentation av tidigare godkända uttag från samma balans.

Min begäran:

Jag begär att Casino Guru granskar GoGoCasinos agerande i detta ärende. Jag anser att de medvetet fördröjer utbetalningar, vilket strider mot både svensk spellag och allmänna principer om rättvist spel.

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear MadlenM,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern.

While providing additional documentation to the casino may seem inconvenient, I strongly advise complying with their request to furnish proof of income. Casinos are obligated to ensure that funds used for gaming are legitimate and to prevent money laundering activities.

• Do I understand correctly that this document is the only reason your funds are being held by casino?
• What is the current status of your withdrawal request? Is it pending or canceled?
• Have you passed the KYC verification?
• Have you accumulated your funds with the help of bonus?

Looking forward to your reply,

Katarina

Hi Catherine,

During this period of waiting, I have never received a concrete decision as to why they are not paying out, the only thing that is clear is a delay and a reference to the "relevant department".

The withdrawal is pending.

I haven't had to submit KYC as I am verified with a bank ID, I have previously had to prove Swish statements which they requested and received the same day, and it was also approved the same day.

Never in my time as a Casino Enthusiast have I played with bonuses!

Hej Katarina,

Jag har under denna period av väntade aldrig fått en konkret beslut vad som gör att de inte betalar ut, det enda som är tydligt är ett fördröjande och hänvisning till "relevant avdelning".

Uttaget är Väntande

Har inte behövt lämna in KYC då jag är verifierad med bank id, har tidigare fått bevisa Swish utdrag som de bad om och tog emot samma dag, fick det även godkänt samma dag.

Har aldrig under min tid som Casino Entusiast spelat med bonusar!

Dear MadlenM,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hi Catherine,

I have now emailed you the requested documents with supporting documents.

If there is anything missing, please contact me and I will send it over!

my dear

The food

Hej Katarina,

jag har nu mailat dig de begärda dokumenten med underlag.

om det skulle vara något som saknas kontakta gärna mig så skickar jag över det!

mvh

Madlen

Hi Catherine,

Want to give you an update that they canceled my withdrawal without any information whatsoever.

When contacted, generic responses are given about waiting for a response and that the relevant department will contact me! It has now been 17 days at the time of writing.

Hej Katarina,

Vill ge dig en uppdatering om att de avbröt mitt uttag utan någon som helst information.

Vid kontakt ges generiska svar om att avvakta på svar och hänvisas till att relevant avdelning kommer att kontakta mig! Det har nu gått 17 dagar i skrivande stund.

Thank you very much, MadlenM, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello MadlenM,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter.

We would like to invite GoGo Casino to join the conversation.

Dear GoGo Casino,

I would be grateful if you could provide clarification regarding the reason for not processing the player's latest withdrawal, given that the player seems to have successfully completed the KYC process and has previously received their withdrawals.

Should there be any factors affecting the situation that cannot be disclosed publicly, please feel free to share them with me directly at michal.k@casino.guru

Thank you for contacting us.

I'm sorry to hear of the issues you have been experiencing with this. Unfortunately, due to GDPR and other information handling constraints relevant to your complaint, I am unable to look into this for you here.

I kindly ask that you email kundsupport@gogocasino.com detailing the above and putting: FAO Complaints Team as the subject line - We will then personally ensure that this is investigated further for you.

Thank you and have a great day!

Dear MadlenM,

We are extending the timer by 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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear MadlenM,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal

Casino Guru