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GoGoCasino - Payment delayed for over two weeks

RESOLVED

Complaint Info

Disputed casino

GoGoCasino

Amount

€ 450

Posted on January 2, 2022

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

Posted on January 4, 2022

Hello AMPPU,

Thank you for contacting us.

I'm sorry to hear of the issues you have been experiencing. Unfortunately, due to GDPR, I am unable to look into this for you here.

I kindly ask that you email [email protected] detailing the above and putting: FAO Fiona/Nil as the subject line - We will then personally ensure that this is investigated further for you.

Thank you and have a great day!

AskGamblers
Posted on January 8, 2022

Dear @Amppu,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

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