GojiCasino - プレイヤーが賞金を受け取れずにいます。

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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.

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Dear ikamaru,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

More than 14 days have passed since the initial withdrawal request, and the withdrawal has not been processed.

Even after contacting customer support again and asking them to ask the relevant team to process it as a top priority,

They haven't even replied.

最初の出金処理をしてから１４日間以上経過し出金されないため

再度カスタマーサポートに連絡しても担当チームに最優先で処理するように伝えてもらっても

返信さへない状況です。

Dear ikamaru,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

More than 14 days have passed since the initial withdrawal request, but the withdrawal has not been processed.

Even after contacting customer support again and requesting that the relevant team process it as a top priority,

They don't even reply.

最初の出金申請から14日以上経過しましたが、出金処理は行われていません。

カスタマーサポートに再度連絡し、担当チームに最優先で処理するよう依頼した後でも、

彼らは返信すらしてこない。

Dear ikamaru, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

Have you made any successful withdrawals before?

⇒yes

Could you please confirm that you have passed the KYC verification?

⇒passed the KYC

Did you accumulate your winnings with or without an active bonus?

⇒I used the bonus.

Did you play casino games or bet on sports?

⇒casino games

Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at 

⇒I have contacted customer support multiple times, but I have not received any response from the relevant department.

Dear ikamaru,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Romi, (romana.r@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly