Godz Casino - Die Auszahlung des Spielers verzögert sich.

Hello, the casino has been refusing to verify my virtual credit card for weeks. I even included my bank statements to prove it's linked to my account and name. And yet they keep denying my €650 withdrawal. I've submitted all the screenshots, documents, etc., multiple times, but only get standardized replies in the chat and no response at all to my emails. I feel completely ripped off.

Hallo, das Casino akzeptiert seit Wochen nicht die Verifizierung meiner virtuellen Kreditkarte. Ich habe sogar meine Kontoauszüge dazugegeben um ersichtlich zu machen dass sie mit meinem Konto und Namen verknüpft ist. Und sie verweigern daraufhin immer die Auszahlung von 650€. Ich habe alle Screenshots Dokumente usw mehrmals eingereicht immer nur standardisierte Antworten im Chat und per Mail gar keine Antwort. Ich fühle mich echt verarscht

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Has the casino approved and verified all the other documents you submitted for verification, apart from the document confirming ownership of your virtual card?
• What reasons did the casino provide for not approving the document confirming ownership of your virtual card?
• Have you received any suggestions on how to verify your virtual card? Please forward me all relevant communication regarding the verification issues at veronika.f@casino.guru.
• How many deposits have you made using this virtual card? Have you used any other payment methods to deposit funds into your casino account?

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

Best regards

Veronika

Yes, all other documents were accepted.

The reason given was that they wanted cardholder confirmation from my bank. However, such a document doesn't exist, as confirmed by my bank, and I've repeatedly sent them screenshots and even bank statements proving that payments made with this card were directly debited from my account. My name and all other relevant information are clearly visible on these statements, and it's evident that the card belongs to my account.

The suggestion was the bank statement with reference to the card, which I have sent several times, or this confirmation from my bank, which does not exist.

It must have been around €10 in deposits, or less. Then I won €650 which I wanted to withdraw, but they've been refusing for some time now and immediately reject every upload for verification.

Ja alle anderen Dokumente wurden anerkannt

Die Begründung ist oder war, dass sie eine Karteninhaberbestätigung meiner Bank haben möchten, so ein Dokument gibt es aber bei Rückfrage bei meiner Bank überhaupt nicht und ich habe ihnen immer wieder Screenshots und auch sogar Kontoauszüge gesendet die belegen dass Zahlungen mit dieser Karte von meinem Konto direkt abgebucht wurden. Dort ist mein Name sowie alle anderen Daten ersichtlich und man kann das einsehen das die Karte zu meinem Konto zugehörig ist.

Der Vorschlag war der Kontoauszug mit Bezig zur Karte was ich auch mehrmals gesendet habe oder diese Bestätigung meiner Bank die es aber nicht gibt.

Es müssten um die 10 Einzahlung gewesen sein oder weniger. Dann habe ich 650€ gewonnen die ich auszahlen lassen wollte aber sie stellen sich quer seit einiger Zeit und lehnen jeden Upload sofort ab zur Verifizierung.

Has there been any progress in communication with the casino? Unfortunately, I haven't received a reply, not even via email here.

Gibt es Fortschritte in der Kommunikation mit dem Casino? Ich habe leider keine Antwort bekommen auch nicht per mail hier.

Have you visited your local bank branch to request a stamped cardholder confirmation for the virtual card you used to deposit funds into this casino?

Could you please forward me the screenshots and bank statements you sent to the casino for verification? My email address is veronika.f@casino.guru. Kindly also forward me all communication between you and the casino's customer support regarding their verification requests.

Once we have received all the requested evidence from you, we will be able to proceed with the next stage of the complaint, which involves passing the case to our resolver. The resolver will then contact the casino's representative directly to investigate the issue further.

My bank doesn't provide such a confirmation. I've checked.

There should be an easy way if one wants it, and the casino doesn't seem to want that.

I sent them all the photos and screenshots. Unfortunately, I don't have any chat logs since everything happened via live chat.

Solche eine Bestätigung gibt es bei meiner Bank nicht. Ich habe mich erkundigt.

Es sollte einen einfachen Weg geben wenn man denn möchte und das scheint das Casino nicht zu wollen.

Ich habe ihnen alle Fotos und Screenshots gesendet. Verläufe habe ich leider keine da alles über einen Live Chat lief

Have you contacted the casino yet?

Haben Sie das Casino mal kontaktiert ???

Hello timoschoenb,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear timoschoenb

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, Jana (jana.k@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,

Veronika

My name is Jana, and I will be assisting you in resolving this matter. I sincerely apologize for the situation you are experiencing.

I will reach out to Godz Casino separately from this complaint thread and will keep you updated with any new information as soon as I receive it.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have made several attempts to reach out to the casino, but unfortunately, I have not been successful in obtaining a response. I understand that this situation can be quite frustrating, and I share your concerns. Regrettably, without cooperation from the casino, it limits the options available to us. Since the casino is currently operating without a valid license and does not refer to any Alternative Dispute Resolution (ADR) service, there is no gaming authority to which we can escalate this matter.

As a result, I will be labeling your complaint as "unresolved" in our system. I realize this is not an ideal resolution to your issue, and I sincerely empathize with your position. However, the impact on the casino's rating due to unresolved complaints may encourage them to reconsider their approach. Should they choose to respond, we will promptly reopen your complaint and notify you via email.

In the future, I recommend selecting casinos based on their reviews and ratings to help mitigate similar experiences. I apologize that we were unable to provide more assistance at this time.

Best regards,

Jana