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Casino Gods - Account locked upon withdrawal

Ruling

Resolved - Both the submitting complainant and Casino Gods have informed us that this issue has been resolved and the player has received their funds.

Read our Casino Gods Review.

Player's Complaint

Good evening ThePogg.

So on the 24/6/20 I deposited £300 and used a 100% matched bonus. I played through my cash and got to the bonus. I made it through all of the wagering and went to withdraw all £1017.50 that was in my account.

The following day I was asked for the usual KYC including selfies holding notes with very specific text. I provided everything asked for the following day and was told a crew member would respond shortly.

Please help, I can provide any email correspondence proof needed.

Read the casino review

7 Responses

User icon
ThePOGG
July 5, 2020

Hi v78 - welcome to ThePOGG.com!

With the greatest of respect you need to give the operator a reasonable amount of time to resolve this issue internally before seeking the intervention of a 3rd party dispute mediation service. If you are still experiencing issues on Friday the 17th of July let us know and I'll contact the operator on your behalf.

Thanks,

ThePOGG

User icon
ThePOGG
July 17, 2020

Hi v78,

Are you still experiencing issues?

Thanks,

ThePOGG

User icon
V78
July 21, 2020

Hello ThePOGG,

On the 18th July I did attempt again to communicate with the casino to get an update.

Unfortunately, 3 days later there is still absolutely no sign of any correspondence, or the withdrawal in question.

User icon
V78
July 29, 2020

Any progress on this Pogg?

User icon
ThePOGG
August 10, 2020

Hi V78,

Casino Gods inform us this payment has been issued. Can you confirm receipt of your funds?

Thanks,

ThePOGG

User icon
V78
August 10, 2020

I can confirm this came in 10 minutes ago, thank you, finally!

User icon
ThePOGG
August 11, 2020

Hi V78,

Thanks for letting us know - it is appreciated!

ThePOGG

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Agreement

V78 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Casino Gods
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • Genesis Global Limited

July 5, 2020

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