GoKong Casino - Il giocatore ha difficoltà con la verifica dell'account.

Hi, I've been trying unsuccessfully to verify my account since the beginning of December 2025. I've uploaded the required documents many times. Gokong keeps the documents pending for three weeks and then rejects them without explanation. This has been going on for three months. I uploaded the last documents three weeks ago.

I have currently uploaded a screenshot of my Trustwallet and proof of deposit.

My last successful payout was on November 27, 2025.

Hi, ich versuche seit Anfang Dezember 2025 mein Account vergebens zu Verifizieren. Ich habe die geforderten Dokumente viele Male hochgeladen. Gokong lässt die Dokumente für 3 Wochen auf ausstehende, und lehnt es dann ohne Begründung ab. So geht es seit 3 Monaten. Die letzten Dokumente habe ich auch vor 3 Wochen schon hochgeladen

Hochgeladen habe ich momentan Screenshot von meinem Trustwallet und Nachweis vom Einzahlung.

Meine letzte erfolgreiche Auszahlung war am 27. November 2025.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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.

If anything seems suspicious, contact us directly.

Stay safe.

Dear batong,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account. It is also common for casinos to request additional documents even after an account has been verified previously.

To help us investigate and expedite the process, could you please provide the following details:

• Which documents have you already submitted?
• Has the casino indicated any issues with approving any specific documents?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

I've been trying to verify my account for over three months now. The casino keeps delaying the process.

I previously uploaded my ID and a selfie. Both have now been approved.

Over a month ago, I uploaded proof of deposit and a screenshot from my TrustWallet. It's been stuck in "processing" status for a month now and was previously rejected without explanation. I can't proceed without help. The casino has never attempted to contact me regarding my documents. Instead, I only receive emails offering bonuses.

Ich versuche schon über 3 Monate lang meinen Account zu Verifizieren. Das Casino verzögert die Bearbeitung die ganze Zeit.

Ich habe vorher hochgeladen Ausweis und selfie. Beides ist mittlerweile genehmigt.

Und vor über 1 Monat habe ich hochgeladen Einzahlungsnachweis und Screenshot aus mein TrustWallet. Es ist jetzt schon 1 Monat Status "in Bearbeitung" und wurde vorher grundlos abgelehnt. Ohne Hilfe komme ich nicht mehr weiter. Das Casino hat nie versucht mich zu kontaktieren in Bezug auf meine Dokumente. Ich bekomme stattdessen nur E-Mails mit Bonus angeboten.

Still the same situation. Gokong keeps me waiting and waiting without anything happening.

Immer noch gleicher stand. Gokong lässt mich weiter und weiter warten ohne dass etwas passiert

Could you please contact Gokong? I'm afraid I can't proceed without your help. Nothing has changed in my account yet.

Könnten Sie bitte mit Gokong Kontakt aufnehmen. Ich fürchte ohne Ihre Hilfe komme ich nicht weiter. Es hat sich immer noch nichts geändert in meinem Account

Hello batong,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina 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 Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much for your reply, batong. Could you please forward all relevant correspondence between you and the casino to [email protected]? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Hi Kristina, my account was finally verified a week ago. But unfortunately, Gokong still hasn't processed any withdrawals.

Hi Kristina, mein Account wurde vor 1 Woche endlich verifiziert. Aber leider hat Gokong immer noch keine Auszahlungen bearbeitet

Still haven't received your payment

Immer noch kein Auszahlung erhalten

Still nothing ☹️

Weiterhin nichts☹️

Still received a payout

Immer noch eine Auszahlung erhalten

Could you please let us know the current status of your withdrawal request — is it shown as "pending" or "processed" in your casino account? If possible, please attach a screenshot of your withdrawal history in this thread so we can review it.

Have you contacted the casino about this issue? If so, please forward all relevant correspondence between you and the casino to [email protected], or you may post it here. Once we have that information, we’ll review it and advise on the next steps. Thank you in advance.

Hi Kristina, I was in the live chat twice and was given standard answers, but I didn't take any screenshots and I can't see the chat history anymore.

My withdrawals have been pending since the beginning. It's now been over two weeks with completed verification and still no withdrawal is being processed.

Hallo Kristina, ich war im Live Chat 2 Mal und wurde mit Standard antworten vertröstet aber davon hatte ich keine Screenshot gemacht und den Verlauf sehe ich nicht mehr.

Meine Auszahlungen sind auf ausatehend seit Anfang an. Es sind jetzt über 2 Wochen mit abgeschlossemer Verifizierung und weiterhin keine Auszahlung die bearbeitet wird.

Still nothing new. I don't understand what's going on. My account is fully verified, and yet I'm still not receiving any payouts.

Immer noch nichts neues. Ich verstehe nicht was das soll. Mein Account ist vollständig verifiziert und trotzdem erhalte ich weiterhin keine Auszahlungen.

Dear batong,

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, Mirka ([email protected]). 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,

Kristina

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite GoKong Casino representative to join this conversation.

Dear GoKong Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

My account has been verified for a month and yet I haven't received a single payout. It's unbelievable how this company operates.

Mein Account ist seit 1 Monat verifiziert und trotzdem habe ich keine einzige Auszahlung erhalten. Es ist unglaublich wie dieser laden operiert

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 received €1500. However, that was a week ago, and I haven't received any further payouts since. Why isn't the casino responding to this complaint?

Ich habe 1500€ bezahlt bekommen. Allerdings vor 1 Woche bereits und seitdem keine weiteren Auszahlungen erhalten. Wieso reagiert das Casino nicht auf diese Beschwerde?

Dear batong,

I am trying to get in touch with the casino outside of this thread. I will notify you, if there are any updates.

I haven't received any new payments for almost two weeks.

Ich habe seit fast 2 Wochen keine neuen Auszahlungen erhalten

Still nothing new 🙁

Weiterhin nichts neues 🙁

Dear batong,

I am communicating with the casino outside of this thread. I will notify you, if there are any updates.

I'm wondering if my money will ever be paid out. No further payment has been processed.

Ich Frage mich ob mein geld überhaupt noch ausgezahlt wird. Es ist weiterhin keine weitere Auszahlung bearbeitet worden.

No payouts are being processed. Could you please give me an update on your communication with the casino?

Es kommen keine Auszahlungen. Können Sie mir bitte ein Update zur Kommunikation mit dem Casino geben

Dear GoKong Casino,

I am waiting for your response per email. Please provide clarification as soon as possible.

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.

Dear batong,

Please accept our apologies for the delay in our response.

We appreciate you bringing this matter to our attention.

Our team is currently conducting a thorough review and will provide an update at the earliest opportunity.

Thank you for your patience and understanding.

Kind Regards,

Gokong Casino Team

Hi, I only received one €500 payment, and the other two €500 withdrawals were simply canceled without any explanation from the casino. I've been waiting over three weeks for a single €500 withdrawal? How much longer will it take until my remaining balance of €5200 is paid out?

Hi, ich habe nur 1x 500€ bezahlt bekommen und die restlichen 2x 500€ Auszahlungen wurden einfach wieder storniert ohne eine Begründung des Casinos. Ich habe über 3 Wochen also auf eine einzelne 500€ Auszahlung gewartet? Wie lange soll es noch dauern bis mein restliches Guthaben von 5200€ ausgezahlt wurde?

Dear GoKong Casino,

I am giving you last 5 days to reply, since the timer has been extended 2 days ago.

Thank you for your cooperation.

Dear Batong,

We are pleased to inform you that your 3 previous withdrawals request have been successfully completed on 04/05/2026.

The funds may take 3 to 5 working days to appear in your account, depending on the payment method used and your bank’s processing times.

In addition, Your new withdrawals request have been forwarded to the appropriate department, which will process the payment at the earliest opportunity.

Thank you for your patience and understanding.

Kind Regards,

GoKong Casino team

I hope it doesn't take almost 4 weeks again this time for payouts to be processed.

Ich hoffe es dauert diesmal nicht wieder fast 4 Wochen bis Auszahlungen bearbeitet eereen

Thank you for the update, GoKong Casino.

Dear batong,

Please notify me, when you start receiving withdrawals.

I received another €500 payment today, while two other €500 payments were cancelled. Again, no reason was given for the cancellations. Will this always be the case now?

Ich habe heute erneut 1x 500€ erhalten, während 2x 500€ storniert wurden. Erneut ohne Begründung für die Stornierung. Wird das jetzt immer so laufen?

Dear GoKong Casino,

Can you please clarify, if there is something that can be done to speed up the withdrawal process?