I have been trying to withdraw from my account balance (totaling 819.85 €) for over two months (since November 2022) without success.

In my deposit page I have the following options: credit cards, crypto currency, MuchBetter and AstroPay.

However, both crypto currency and MuchBetter give the following error: "Our billing system is unable to accept this deposit at the moment.". Their customer service have told me that it is because their system is not accepting cryptocurrency or MuchBetter at the moment.

Therefore, I only have credit cards and AstroPay available as working deposit options. I have made deposits with my Visa credit card (which is the only credit card I got) and with my AstroPay account.

Withdrawals are only allowed to payment methods with which one has made at least one successful deposit and to wire transfer. I have made many withdrawal requests to my Visa credit card, AstroPay account and to my bank account as a wire transfer, but all of those requests have been declined.

I have been asking about this matter many times from their customer service during the last two months, but all they keep saying is that I should try another payment method and they don't seem to understand that I don't have any other options. They keep suggesting MuchBetter and cryptocurrency although those methods give an error message when trying to deposit and another customer service person has already said that those methods are not supported at the moment.

Therefore, I can only deposit with my Visa credit card or AstroPay, but as they are declining all withdrawal requests to those methods and to wire transfer, it is impossible for me to withdraw.

Dear sportshawk,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

I am also sorry you were given contradictory feedback from the casino. Did the casino indicate why your withdrawal requests were rejected in the past? Have you been able to successfully withdraw from the casino previously?

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

Best regards,

Tomas

I registered with the casino in August 2022 and I have never successfully withdrawn from them.

I do understand that this issue is probably linked to their payment provider, but the fact that their customer service keeps repeating the same non-working suggestions over and over again is not helpful at all.

They have not indicated any reason why my withdrawal requests have been rejected. All they keep saying about that is: "Your cash out seems to be getting stuck in the process, kindly request your cash out with another payment method". I wonder if they even get that information from their payment provider.

Thank you very much, sportshawk, for providing the necessary information. I will now transfer your complaint to my colleague Stefan ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear sportshawk,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Gogawi Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Gogawi Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

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 sportshawk,

I tried to contact the casino but without success. I am afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. The casino can request to reopen the complaint anytime.

There is one more possible way how you can try to get your winnings back - to file a complaint with the gaming authority that regulates the casino - Gaming Curacao. It is possible to file a complaint via the official website (http://www.gaming-curacao.com/) using a "Contact" button or by sending your complaint to [email protected]. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed.

If there is any progress with your issue or you need help, please let me know at [email protected].

I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Kind regards,

Stefan, www.kpvfaw.com