Complaint #195 Casino Gods

Still waiting a month for my withdrawal

By Julian M.

4 years ago

Can someone please help me?

I’ve been waiting almost a month for my withdrawal, have sent chase emails and even emailed them my verification docs without requesting so I just want to know what’s the hold up?

I requested a withdrawal of £338 on the 23rd of November and I’m still waiting. I had a response last week telling me that they’ve emailed the withdrawal team and put me on a priority list but I haven’t heard anything from them since or received my money.

Can somebody please help because this is now causing me psychological distress.

Disputed Casino Casino Gods

Reason Delayed payment

Amount £338

Discussion

AskGamblers

• Support Team

4 years ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Casino Gods management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this cases claim as not valid from the start, which is why we decided to reject the case.

While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

AskGamblers

• Support Team

4 years ago

Dear Casino Gods,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and information that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to support@askgamblers.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that, in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved.

Thank you in advance.

judes980

• United Kingdom

4 years ago

I had a call from you to complete phone verification where you asked my name, address, username, email address and then you went on to ask what games I played on your site back in November, payment method, deposit amount, how I registered and whether it was through a referral site etc and I did my best to answer all those questions. Assuming that I answered them correctly you have now gone to extreme lengths and have declined me my winnings from what I can only imagine to be a typo in details on your sister site. You haven’t elaborated why this gives you the right to forfeit my winnings and haven’t given me any opportunity to defend myself by withholding what details didn’t match up.

Why make me go through an EXTENSIVE verification process which I’ve passed with flying colours only to say “there’s an inaccuracy in your details on one of our sister sites”

You can tell me what this inaccuracy is and I’d be happy to provide you with an explanation as to why there is a difference in details but let’s stick to the facts. The details on YOUR site is CORRECT. The withdrawal I have requested with MY winnings was requested with a completely authentic account with the right details registered and you are STEALING my money.

I refuse to let anybody take advantage of me like this and this deserves full transparency because you are scamming your customers.

I want a real explanation and a chance to defend myself rather than this very unexpected and VAGUE response…

Dear xxxx,

We regret to inform you that after reviewing your account your winnings have been voided due to breaching our Terms and Conditions.

Please be informed that your account on casinogods was registered with different details to the one registered on our sister casino Sloty

The details that do not match are sufficient to surpass the system which is why you were able to register this account. We invite you to read clause no 29.1.5 in our T&Cs.

Considering all the above your account will remain closed, any winnings have been voided, and refunds shall apply

I understand if this is not the outcome which you were hoping for and I urge you to seek help from the following organizations.

Here is additional gambling addiction support:

www.GamCare.org.uk
www.GamblersAnonymous.org
www.begambleaware.org

Furthermore, please consider installing filtering solutions below:

Net Nanny™ www.netnanny.com
CyberPatrol www.cyberpatrol.com

We highly recommend that you self-exclude on all gaming accounts that you hold with other casinos to make your self-exclusion as effective as possible.

Please visit our responsible gaming page:
https://www.CasinoGods.com/responsiblegaming

If you have any other questions or queries, please do not hesitate to contact us via live chat, email or phone.

Best Regards,

judes980

• United Kingdom

4 years ago

I actually now feel like I am being psychologically bullied by this company. They have EVERYTHING and whilst they haven’t quite requested a blood sample from me as I previously predicted, instead they have now requested to speak to me over the phone as part of ANOTHER additional security check. I’ve had several missed calls from an unknown number from a country I don’t recognise the country code, I obviously didn’t answer as it could have been a scam call. It wasn’t until after 8 missed calls that they then decide to email me to tell me they are trying to reach me. I had no warning they would be calling me prior to this.

See email below.

Dear xxxx,

We have tried to reach you to complete the phone verification process.

Please kindly advise us of a convenient time to call you?

Looking forward to hearing from you.

Kind Regards,
Jodie

This feels more and more like a SCAM with every request they make. If they continue to put me under psychological distress like this I will be compiling a legal case against them.

Casino Gods Complaint Stats

Resolved 74 / 76

Avg. Amount $2,980

Avg. Complaint Duration 6 days

Avg. Response Time 2 days

Casino Gods Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 69 out of 71 complaints in this category have been resolved.

This operator's average complaint duration is 6 days, while the average duration across all operators is 8 days.

Casino Gods Complaints

See all complaints for this casino

2,000 Euros stuck and nobody answers for a month

Hello,

Everything is approved my account is kyc fine proof of funds. For month I am trying to get money out of casino gods 2000 euro nobody responds!!

They not responding to any of my email and the website is offline i hope I can find a reimbursement point. I not know what more to say I hope AG can help.

Unresolved

€2,000

Payment not credited after 3 weeks

Hi,

I had a huge win on Casino Gods of £30000 which i requested for withdrawal on 10th Nov in 2 separate transactions of £15000 each. I have continually chased them on my wins and have not received any further update other than the standard response of its under review with the relevant team.

Yesterday I have received the email that they are closing the UK Operations by 31st Dec. They said that they will process the withdrawal as soon as possible however given the amount and the wait it’s already been quite a while and now I am worried as I might not get this payment at all. I have been contacting them on regular basis but I have always been disappointed as not much has been done.

There live chat and customer support has stopped. I have not got any update on my withdrawal yet.

Please help me with this issue. If you want further information please don’t hesitate to call me.

This has been a worst experience of all as I never thought this could happened right when I got a huge win.

Unresolved

£30,000

Casino Gods Withdrawal Delay

Good Morning, I would like to place a complaint against Casino Gods. On September 12th 2022, I was very lucky and made 2 withdrawals of £10,000 (£20,000 total) when depositing I refused any bonus offers, so there were no wagering requirements at all. I waited a few days, but had heard nothing. I have been asking daily on live chat, but I get the same answers every single time. All I get told Is that it's been escalated to the correct department as a priority. I was fully verified after sending in all my documents on 15th September. Its now been 25 days and all I want is my winnings paid. I just don't know what else I can do. Thank you for your help.

Resolved

£20,000

Self excluded but not been paid my outstanding balance of £256.83

I self excluded from casino gods on 31/08/2022 and was assured I would receive my £256.83 balance to my E-wallet that was confirmed with the casino and have had no correspondence since then, I’ve not been updated and have only been told on the 31/08/2022 that it has been passed to the relevant team to manually send the funds to me.

Resolved

£257

Not received withdrawal

It is 3 days already, I'm absolutely angry about that never had problem casino before, but the *( casino gods ) bad experience.

It is not just me I see lot people. Nearly 3 weeks not paying out my withdraw £380, all just saying keep saying need waiting day/s.

I been send bank statement 4 time.

My bank card everything what asked.

Still not result just wanted my winning money please

Resolved

£380

Waiting 6 months for withdrawal now

Have been waiting since 12th December for my PayPal withdrawal of 209.00, sent lots of emails and raised complaints. Ignored. Go on live chat they said they will speak to the team but I can’t speak to them directly? I’m fed up have provided so much identification and documents they’ve asked for. Ignored email for two months, then got a reply…

This was then changed last month and they said I hadn’t conducted myself correctly on their website so they wouldn’t send the £209 instead I could have my £135 I deposited back. At this point I just want my money back. So I tried to withdraw by PayPal. Came up saying I couldn’t as I didn’t deposit with this method… which I did. Emailed them again no response so emailed again sent screenshots. Said they would escalate it. Still nothing. Tried to withdraw with debit card which went through then a day later had an email saying I had to use PayPal!!! Tried again and same issue. What is going on here I just want my money back and I will never darken this websites doorway again. Emailed again this week, no response, have chased again but not holding my breath.

Resolved

£135

Continually rejecting withdrawal due to alleged technical issues

I have been trying to withdraw funds from this casino since January, there are issues with my card where it will not accept gambling-related withdrawals but I want it sent to my bank account associated with the card by trustly, something they offer as a withdrawal method.

Despite numerous attempts to process by Trustly they continually keep failing the payment saying there is a technical issue, they then take anywhere between 3-5 days to return the funds to my account, tell me it's fine to process by Trustly, then reject it again. This cycle has now been going on for weeks and I still do not have my funds and they continue to tell me the same thing.

Resolved

£1,142

Running round in circles

I'm really frustrated with Casino Gods! I feel like I have been unfairly treated.

They asked for proof of payments (bank statements) so I give it to them they unlocked my account and after I went to my VIP manager after depositing over 3.5k for the month asking about my cashback that "VIPs" were supposed to get. I was then restricted again from my account. And hassled over and over again to send more documents. Which I ended up doing only for them to tell me they want me to go through my statements to find specific days I would have made Paysafe deposits and send them to them. But if I'm correct shouldn't that be the job of the department? I have already sent the requested statements and now they come back to me asking me to find them? I was promised cashback (months ago) which I never was able to receive as they wouldn't verify my account and was also promised bonuses.

In the last few days, they have gone on to promise big bonuses on all my accounts with their sister sites, only to do the exact same thing on those ones as well. I am really just exhausted of this back and forth and want it resolved I feel I am entitled to the cashback I was promised and also the bonuses they have gone on to promise me after I send 3 "simple" documents.

Please help

Resolved

2 weeks are taking withdrawals, constantly on hold

Hi so on the 9th march I made 3 withdrawals totalling 3000£ I’ve been on chat for two weeks solid and send countless emails and no prevail I simply want my money withdrawing and to move on. As soon as I made these withdrawals they blocked my account and won’t give me a answer to what is going on. I’ve sent all documents in and heard nothing yet chat told me my account is fully verified.

Resolved

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Withdrawal processing delay

Submitted a withdrawal on Sunday evening . Within an hour asked to verify my account , which was then approved on Monday morning. Was informed it would be up to 72 hours to process my withdrawal. This time has passed and when I ask for an update or timescale on my withdrawal I kept being told “to be patient” and “there is no timeframe” for withdrawals. Also have an email stating the 72 hour timeline but on a live chat I was told this isn’t the case and I should “kindly be more patient” . Seems to be quite a few of these complaints of the same nature about this casino on this site .

Resolved

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