Complaint #4 GoGoCasino

Delayed payment for over 2 weeks

By JohanE82

6 years ago

So to try and make a long story short. I started to play on gogo casino about three weeks ago, resulting in only deposits, No withdrawals. I used trustly and BankID as a deposit method in all cases. On sunday 1st of december i played and managed to make a withdrawal on around 2000 euro. Made a withdrawl with the hope of getting my winnings on My bank account within 5 mins. Today is the 14th of december, so 13 days in the waiting. So What has happened? I have frequenltly since then been in contact with the casinos live chat function and spoken to several agents. The first couple of times i just got a standarized answer ”your account is stuck in a security check process, youll get an sms when we know more” after several desperate attempts they gave me a timeframe of up to a month. I feel security checks are fine, but the lack of information and the time frame of a month doesn’t feel ok. I still have No clue wheter i get My money or not. Like i said 13 days and waiting with, No information whatsoever except wait

Disputed Casino GoGoCasino

Reason Delayed payment

Amount €2000

Discussion

AskGamblers

• Support Team

6 years ago

Dear @JohanE82,

Please let us know if there's an update regarding your ongoing complaint. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

GoGoCasino

• Representative

6 years ago

Hello JOHANE82,

Thank you for contacting us.

With regards to security checks, these unfortunately do take some time - I do apologise for any inconvenience this may have caused.

Unfortunately, I am unable to look into this for you from here due to GDPR. I kindly ask that you contact our Customer Support Department again to check for an update.

Thank you and have a great evening!

GoGoCasino Complaint Stats

Resolved 5 / 5

Avg. Amount $2,320

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

GoGoCasino Complaint Summary

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

So far, 5 out of 5 complaints in this category have been resolved.

This operator's average complaint duration is 7 days, while the average duration across all operators is 8 days.

GoGoCasino Complaints

See all complaints for this casino

Way over payment time frame, waiting after 25 days

I made a withdrawal two months ago but had to be verified first. After I was verified the withdrawal was just in their time frame of 10to 15 business days, then I made another two withdrawals of 2500 on the 27 and the 28th of July Which are still pending.

Now it's been 25 business days I was under the impression that once I had been verified a withdrawal would be quicker and smoother but it hasn't been like that at all I have been told every day for the first three weeks that I inquired about it that it would be 10to 15 business days and these are the rules and regulations and they must stick by them.

Well they are not at all I just continuously get told lies and now 25 business days later I am still getting told not to stress or worry it will be done very soon I am so sick of the continues lies the keep telling me, so could you please help me, thank you.

Rejected

$5,000

Payment delayed for over two weeks

I started playing on GoGoCasino in October 2021. Made several deposits and two small withdrawals without issues. Made a withdrawal of 450€ 15.12.2021. It has now been canceled two times without any contact because their system seems to cancel payments automatically if they are not paid out in a week.

I have sent all the documents they have asked for in two different batches and they have all been approved. They even asked for my credit card info which I haven't even used there but gave it anyway if that would have resulted in a successful withdrawal.

I have contacted their support several times. On first contact, I was told that my account is under a standard security check but wasn't given any timeframe. Other contacts have been useless since the department dealing with those checks seems to be busy all the time. The last contact was made on 27.12.2021 when I was once again told that the department is busy but the service agent took my email address and promised to contact me once s/he gets an answer from the department. It has now been more than 72 hours and I still haven't heard back.

I understand that these security checks are mandatory in keeping the business as clean as possible but I don't understand how it can take such a long time especially since I have sent all the documents immediately after they have been requested and all the documents have been approved several days ago

Resolved

€450

Delayed 40,000 SEK payment and blocked account

Hello AskGambler!
Why cant they just do it directly you register?
So i deposited a lots of money these last couple of weeks at gogocasino, when you log in its via Bankid, it means they instantly know who you are. Its now been three days since i made a whitdraw from the casino and there is no communicaton at all even though i tried to write to the support. The problem is that their livechat is almost never open.
And one time they said its ”random securitycontroll and it might take up to several weeks for us to check it out. I feel that its way to long time to wait and communication from their side is very bad. The amount i whitdrew is for 40.000kr. Also emediately after my whitdrawl they blocket my account so i can even go in and show you guys i made a whitdrawl. I saw that few coustumers hade the exact same problem with gogocasino as i did so i hope that you can helt me since the casino is unwiling to do so. Called there also and they just said wait wait wait no info at all!

Resolved

kr40,000

No communication on a delayed withdrawal

Hello AskGambler, So i depositet a lots of money these last couple of weeks at gogocasino, when you log in its via Bankid, it means they instantly know who you are. Its now been three days since i made a whitdrawl from the casino and there is no communicaton at al even though i tried to write to the support. The problem is that their livechatt is almost never open. And one time they said its ”random securitycontroll and it might take up to several weeks for us to check it out. I feel that its way to long time to wait and communication from their side is very bad. The amount i whitdrew is for 20.000kr. Also emediately after my whitdrawl they blocket my account so i can even go in and show you guys i made a whitdrawl. I saw that few coustumers hade the exact same problem with gogocasino as i did so i hope that you can helt me since the casino is unwiling to do so.

Resolved

kr20,000

Unnecessarily delaying withdrawal with no contact or information provided

Background:
I have played casino since 2009 both big and small and I have been going through numerous verification and control procedures.
Mostly these are done and fully handled within a couple of working days. Of course it can take some time but with good communication this is usually no problem.

My case:
The last year we have got a lot of new casino brands in Sweden, usually called Pay N Play casinos.

GoGoCasino is one of them, if I google them, this is the first hit i get.
"Casino | GoGoCasino™ Uttag på 3 minuter | gogocasino.com‎
Annons ads.gogocasino.com/‎
Spela casino med den unika Swipe & Play funktionen hos GoGoCasino™.
Det ska vara enkelt att spela casino. Njut av hundratals slots och live casino spel. 24/7 Kundtjänst.
Betala med Swish. Alltid snabba uttag. Snabba utbetalningar. Inget krångel. Typer: Slots, Live Casino."

This translate to: "Withdrawal in 3 minutes. Play casino with the unique Swipe & Play function at GoGoCasino.
It should be easy to play casino. Enjoy hundreds of slots and live casino games. 24/7 customer service.
Pay with Swish. Always fast withdrawal. Fast withdrawal. No hassel."

This is the type of casino where you don't create an account, you just verify yourself with your mobile bank identification, make a direct deposit from your account via trustly/swish and when you are done playing, you automatically get a withdrawal to that account if you have any money left in the session. This has worked flawlessly for me on all brands ive tried, hajper, snabbare, fastbet, speedybet etc and also GoGoCasino.

I have been playing multiple sessions at GoGoCasino, with big deposits and big withdrawals. I have been depositing over 5000 euros and I have also made withdrawals for around 4000 euros, so a total of 1000 euros deficit.

Last week I wanted to play some slots, as the time was after midnight I know that one of my regular casinos Bethard isn't handling any withdrawals and I didn't want to wait in case I should win anything so I decided to go to GoGoCasino. Did a couple of deposits, around 1000 euros and at last I won back and some more at Flamebusters and then some at Moon Princess til i reached a total of around 2500 euros. I played down to around 2250 euros and decided to end my session. "Swipe and withdraw to account xxxxxxx-xxxx" You are now logged out.

I went to sleep and when I woke up i logged in to my bank account and found out that I didn't received my withdrawal.
I then went to the casino site and tried to login without success, it failed multiple times. I waited for a couple of hours but nothing changed and I didn't receive any information / messages regarding this.

I then contact customer service who informs me that my withdrawal is undergoing a "random security check" and I ask how long this usually takes/how long it could take. No answer but "this is case is at another department"

I wait for two days, still no contact or information. Contact customer service again and get the exact same answer as the first time.

I wait for another two days, again, still no contact or information. This time I don't ask about my case since I know I will get the same answer yet again but instead I ask if there is any way of filing a report or making a complaint about this case directly to the company. This question was just ignored so I guess that they doesn't have this but I instead have to use a third party and directly to the permit givers and or the authorities. While ignoring my question they again, gave me the exact same answer: "Another department, cant give any information or estimate time to handle the case"

We are talking about peoples money here and there is no information at all and no transparency at all.
If I didn't try to look in to this myself I still, after a full working week shouldn't have received any information about this "random security check" at all. In my world this isn't right in any way.

Resolved

€2,250