Beschwerde #112 Casino Gods

Suspending my account for unfair length of time

Von Laura M.

vor 5 Jahren

I played on Casino Gods and withdrew €3075 on 12th November. I was told my account was verified on 17th November. It is now 18th December and I am still waiting for my funds. The casino repeatedly tells me that my account is undergoing a routine security check, but this has been going on for over a month now which is absolutely an unreasonably long amount of time to be waiting.

I have sent the casino all usual documentation, aswell as 3x selfies of me holding my ID, card and a handwritten note. This is excessive in itslef, and it seems like the casino is simply trying anything to get me to give up on getting my winnings out.

This is absolutely criminal behaviour and the public need to be made aware that there are casinos operating like this.

I have been on live chat close to 50 times now and every single time I am told that the account is undergoing a routine security check. They have now disabled their live chat on the site, and don't reply to any emails across complaints@casinogods.com, support@casinogods.com, or their general email address for Genesis Global Ltd, their parent company. There is therefore no way of contacting the casino and they have seemingly run off with my winnings.

I have attached the most recent correspondence from Casino Gods where they state that this regular security check is ongoing, as they have told me around 50 times at this stage, yet they refuse to actually get it done in any sort of reasonable timeframe, as it's now been over a month.

The casino need to pay me out as soon as possible.

Laura

Unseriöses Casino Casino Gods

Grund Verzögerte Auszahlung

Betrag €3075

Diskussion

AskGamblers

• Support Team

vor 5 Jahren

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

lauramisk76

• Vereinigtes Königreich

vor 5 Jahren

The casino have refused to pay out my winnings via card transfer as requested.

I was forced to withdraw via bank transfer, which there was no reason for. Even if I had of wanted to self-exclude, the casino should still be able to process my withdrawal via card,

The casino charged me €15 for each withdrawal, so this has cost me €30 in withdrawal fees, which is frankly ridiculous. This is because the casino didnt let me withdraw all 3100 EUR or so at once, as they have a limit, so I had to split it up.

It is clear that the casino forced me into this method of withdrawing so as to charge me more money. The casino is fraudulent, and I strongly urge anyone reading this to avoid casino gods as they will try to scam you out of your money, as I have experienced. They won't explain a reason as to why they won't withdraw to your card, and they will eventually wear you down to the extent that because you have been unable to contact them via live chat, because their staff are never on there, and they don't respond to email, you will be forced to accept their bank transfer offer.

I am beyond frustrated and annoyed that a casino is allowed to operate like this and not have their license removed. It shows what a mess the online gambling sector is to be honest.

Laura

Casino Gods

• Representative

vor 5 Jahren

Hi LAURAMISK76,

Hope you are well.

Please note that we have reviewed the documentation that you provided, and this has been approved by our verification team.

We have also sent you two e-mails, one on the 24/12/2020 and another on 28/12/2020, advising you on the next steps in getting your refund processed. Please review these e-mails and get back to us at your earliest convenience.

We look forward to hearing from you!

Kind Regards,

Casino Gods Team

AskGamblers

• Support Team

vor 5 Jahren

Dear @lauramisk76,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required paperwork has already been sent to the Casino Gods team accordingly.

Please keep in mind 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. Should you refuse sending the required verification paperwork or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

Casino Gods Beschwerde-Statistik

Gelöst 74 / 79

Durchschn. Betrag $3,159

Durchschn. Dauer 6 Tage

Durchschn. Antwortzeit 2 Tage

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