GoKong Casino - O jogador está com dificuldades na verificação da conta.

Hi, I've been trying unsuccessfully to verify my account since the beginning of December 2025. I've uploaded the required documents many times. Gokong keeps the documents pending for three weeks and then rejects them without explanation. This has been going on for three months. I uploaded the last documents three weeks ago.

I have currently uploaded a screenshot of my Trustwallet and proof of deposit.

My last successful payout was on November 27, 2025.

Hi, ich versuche seit Anfang Dezember 2025 mein Account vergebens zu Verifizieren. Ich habe die geforderten Dokumente viele Male hochgeladen. Gokong lässt die Dokumente für 3 Wochen auf ausstehende, und lehnt es dann ohne Begründung ab. So geht es seit 3 Monaten. Die letzten Dokumente habe ich auch vor 3 Wochen schon hochgeladen

Hochgeladen habe ich momentan Screenshot von meinem Trustwallet und Nachweis vom Einzahlung.

Meine letzte erfolgreiche Auszahlung war am 27. November 2025.

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.

Dear batong,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account. It is also common for casinos to request additional documents even after an account has been verified previously.

To help us investigate and expedite the process, could you please provide the following details:

• Which documents have you already submitted?
• Has the casino indicated any issues with approving any specific documents?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

I've been trying to verify my account for over three months now. The casino keeps delaying the process.

I previously uploaded my ID and a selfie. Both have now been approved.

Over a month ago, I uploaded proof of deposit and a screenshot from my TrustWallet. It's been stuck in "processing" status for a month now and was previously rejected without explanation. I can't proceed without help. The casino has never attempted to contact me regarding my documents. Instead, I only receive emails offering bonuses.

Ich versuche schon über 3 Monate lang meinen Account zu Verifizieren. Das Casino verzögert die Bearbeitung die ganze Zeit.

Ich habe vorher hochgeladen Ausweis und selfie. Beides ist mittlerweile genehmigt.

Und vor über 1 Monat habe ich hochgeladen Einzahlungsnachweis und Screenshot aus mein TrustWallet. Es ist jetzt schon 1 Monat Status "in Bearbeitung" und wurde vorher grundlos abgelehnt. Ohne Hilfe komme ich nicht mehr weiter. Das Casino hat nie versucht mich zu kontaktieren in Bezug auf meine Dokumente. Ich bekomme stattdessen nur E-Mails mit Bonus angeboten.

Still the same situation. Gokong keeps me waiting and waiting without anything happening.

Immer noch gleicher stand. Gokong lässt mich weiter und weiter warten ohne dass etwas passiert

Could you please contact Gokong? I'm afraid I can't proceed without your help. Nothing has changed in my account yet.

Könnten Sie bitte mit Gokong Kontakt aufnehmen. Ich fürchte ohne Ihre Hilfe komme ich nicht weiter. Es hat sich immer noch nichts geändert in meinem Account

Hello batong,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina 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 Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru