Casino Gods— player complaints: 34 in English

ive been trying to withdraw my cash balance from casino gods casino for over a year!i had no problems with casino gods UNTILL i requested a withdraw of my legit legal cash balance.. i have a cash balance of $10,000 and they refuse to let me withdraw..i have done everything right and correct, and had sent all nessacary documents and IDs to casino gods..i have sent over 20 emails and have tryed to contact them many many times..they continue to ignore me and my emails and just reply to me with an automated email saying the same thing "Hello, My name is [EDIT]. I'm very sorry to hear that and I understand how you feel. Let me have a look into it for you, please hold a moment. [EDIT] I can see that your withdrawal is still under review, and we have no updates yet, I apologize for the long wait. Rest assured that as soon as everything is ready we will inform you via email"..i still have all the emails ive sent dateing back over the past year or 2..and now that the casino has closed, its even harder to contact them..im ovvver fustrated and appalled at the service from casino gods.all i ask is for my cash balance to be withdrawn to my bank account..if you could please help me with this it would be awesome..

I won this money on 04/08/2022. I have been going backward and forwards with them on emails and live chat since then as they have been asking for every type of document from me to send to them which I have duly obliged. They have now stopped replying to my emails for the last 5 weeks, I speak to live chat every few days and they just tell me the same story, each time that they will escalate it and someone will contact me asap. They have never once contacted me when they have told me this. I am fed up with being given the run around so I am contacting you in the hope you can get some answer for me. Thanks

I am beyond unhappy with Casino Gods. On 12th September 2022 I won a large amount of money playing on The Dog House Slots. I withdrew £20,000 over 2 transactions of £10,000 each. However I am still waiting with exactly the same response each time: "Hello, My name is [EDIT]. I'm very sorry to hear that and I understand how you feel. Let me have a look into it for you, please hold a moment. [EDIT] I can see that your withdrawal is still under review, and we have no updates yet, I apologize for the long wait. Rest assured that as soon as everything is ready we will inform you via email" Im also being told that they are awaiting a response from the gaming operater. I just dont know what to do any more. Its making me feel ill. I just want my money that I won fair and square paying out. I sent all my documents and was fully verified on saturday 15th September. So i just dont understand the delay. Please The Pogg, please help me! Thank you so much

Requested a withdrawal on 20th February for £5000. My account has been verified yet still waiting. I’ve since made a separate withdrawal for £370 and I had the funds in just over 24 hours yet still waiting on this withdrawal. Live chat and emails from the casino are no help. Just being told to be patient , you don’t understand the process , we cannot give you a timeframe , even though 3 seperate agents have given me false times/ dates when it would be sorted. Any help to get my withdrawal or an actual truthful date I should receive it would be greatly appreciated . Thanks

Hi I put in a withdraw request on the 2nd June 21 send all my documents in still nothing they don't reply to my emails and then I got self excluded for no reason. still have not replied to me. all I want is my money

I have 4 pending withdrawals with Casino Gods. I requested these since 30/5/2021. Everyday live chat tells me different stories. I was told I will have these withdrawals today but yet still nothing was paid out.

I have been waiting since the 15 May for my withdrawals to be processed. Already had 2 withdrawals paid out to my Apple Pay so why is it still waiting? Customer support is non existent, and emails go unanswered is there anyway you can help

Hi ThePoggHad a 1550 EUR withdrawal from Casino Gods that I requested april 8. I asked for some updates through their contact form on april 12. april 15 they replied to me by email saying that sometimes things take long. i asked again for update by email april 20 but no reply.I wish they pay already. Kindly talk with them.

I have used the casino many times and withdrew a few times also. I withdrew £80. 59 5 days ago its still showing pending. I have emailed 3 times and no response, you can't ring as it says nobody available and I go onto live chat and it's a bot that only allows you to fill out a form. I can't upload document identification as it says they have all the information they need at this time. Really don't know how I can reach them, awful customer service from them.

  since issuing a withdrawal on the 21/10/2020, i have heard nothing at all, i am emailing them once and month and am being kept brushed aside with the same old excuse theyre looking into it, i have already submitted all my kyc so i dont even know what the stalling is for. Please can you look into this for me! I am fed up and annoyed, nobody should be waiting 5 months for a withdrawal!  

Approved proof of address and Id but won’t approve my debit card even though I’ve sent it several times, I’ve used their sister sites who have paid out immediately I don’t think they have any intention of paying me what I’ve won.

I requested withdrawal of my winnings 24th November. The casino requested documents which I sent Over 2 weeks later further documents were requested I duly supplied them and a few day's later received an e mail to say they were satisfied with my documents and any pending withdrawals would be released. I heard nothing and after a few days had passed I queried this on chat. I was informed the document with my address on (an official document) was over 3 months old so another upto date document was required. I tried to upload but my access was blocked with a message saying they had everything the needed. Back to chat which they ended when I said it was affecting my mental health. I couldn't make contact once the chat was ended. Fast forward 48 hours to an ambulance crew on my doorstep sent by Casino Gods via the police because of a comment I made. Such an invasion of privacy not to mention the stress caused and of course the time of the paramedics in the midst of a pandemic. I then receive an e mail to say they had informed the police because I am their top priority. This was 48 hours after my comment which in hindsight I should not have made but a manager could have offered support. In the same e mail the tell me my account has been blocked so I now have no access to them. They had no problem sending overworked authorities to my disputed address. I received another e mail stating they had a problem with my mastercard which is possibly true because the bank contacted me to say my card had been compromised. They said it would not affect any credits being made to it but to give them the benefit of the doubt it may be so. They requested bank statement with sort code account number visible which I sent but have not received any money to date. Can you help please Kind regards

Already waiting several weeks for them to verify my documents. I sended them 20 emails but no reply's. They are holding around 300 euro's that i won. But they dont wanna give it to me. Everything is waiting in pending withdrawels I hope you can help. Thankyou

I had won some money and went n sent all information needed. I went on chat and they said it will be sent ,they had everything they needed. I went back on chat again and yes dont worry. I was thinking they were just messing me about. Now I kept cancelling n then withdrawal again and again. Went back on chat but no support was given as they looked at my account. So could of offered me guidance or support. None given and I just felt they were not interested at all . So I just got so worked up , was not in right place of mind n lost it . I emailed them as i felt more could of been done on there side. Now 3 months later I have a reply from them . I emailed them over 9 times asking for an update. Totally let down as a customer. How can they be aloud to do that .surely support should be given .

I requested a withdrawal of £1206 on 27 June and a subsequent withdrawal of £220 on 29th June. On 27th i was asked for verification documents whixh i uploaded the same day. Despute emailing the casino three times i have only received an automated response, and both my withdrawals are still showing as pending. Please can you help? Thanks

I am really worried about this company - I have been gambling all my life and i have deposited money and withdrew money too - but since joining Casino Gods I have deposited over £6.5K and not won a PENNY - I then won and decided to withdraw and I have STILL not been paid £2100.What i am worried about is that both telephone numbers are DEAD - when i was losing they would reply back to like a VIP - but even VIP is not contacting me now I want my money back - plse respnd

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.

Hello, I played and won on this casino at the end of April. For a few weeks they said they did not need anything and I was to be patient. After a few weeks my account was blocked and I was unable to login. They sent me an email asking me to send documents to them, which I did. That was over a month ago now and they have stopped answering me. I have no idea what to do, I sent them everything they asked, I can send them anything else they would like, but they are just not answering me anymore. Please help me get to the bottom of this. Thank you

I put in a withdrawal request for the sum £1810 17 days ago. I was told 7 days ago my withdrawal was being processed with high priority. I was then told 3 days ago that covid 19 was delaying my withdrawal. They have not responded to my resolver complaint

I first registered as a customer for Casino Gods in April 2020, and made a few deposits, one deposit was via a third party payment, of which i did not understand was a breach of the T&C's. I soon contacted their security team to highlight this and see if there was anything i could do to rectify. I accumulated around £10,100 in winnings from the deposit made via third party payment. When i went to withdraw the funds, i was asked to verify my account, which i did and provided all of the documentation promptly. At this stage, the communication from the casino was non existent, i had still not received a reply, and was chasing the live chat feed every day for updates, a two week saga began aof them finally identifying that i had used third party payments even after i raised initially with them. In an email it explained that this was a breach of their T&C's but there was no further information or suggestion that i would be penalised for this. They simply asked me to complete a third party declaration form, as well as other documentation for the third party card holder. I did all of this and returned the information on the same day. Over a week had gone by, and i had chased live chat daily for updates, with no updates being provided. On multiple occasions they asked for me to upload the documents again, and never once confirmed receipt of the documents, this went on for days and days and agents had said to me that once the account was fully verified that any pending withdrawals would be processed promptly as i was a 'VIP' player. Well into the month of May, after days of chasing account verification, i was finally informed by email, my account was verified and that any pending withdrawals would now be processed. Days went by and on the 10th May, i logged on and there was £30 in my online balance which was strange, as i had no balance, it was all waiting to be withdrawn. I managed to find out via live chat that my winnings had been confiscated. I was furious, as even though i had acknowledged that third party payments were a breach of T&C's at no stage during this ongoing saga of account verification and third party declaration was there going to be any penalties as a result of using that method of payment to deposit. I demanded they get someone to contact me and explain, as i had received no email or anything formally notifying me of this action they had taken. I spoke to a VIP account manager called [EDIT] on the phone and explained in detail that no penalties at any stage were explained to me, and when i challenged him on why i was asked to go through the process of third party declaration, he said this was to prove there was no theft involved, again this was not explained to me at all at no stage. They said that the £30 balance that accumulated the winnings would be refunded to the third party payment owner. I argued my case, and he said the only thing he would recommend would be to make a formal complaint about the severe lack of communication and clarity around the case, as i was told by agents i would receive the winnings once verified. Before going away to make this complaint, i made it clear to [EDIT] that i has been using their partner casinos Kassu and Casino Planet, and had also used third party payment methods, but there was no winnings accumulated. If Casino Gods were going to stand by their original decision, then this refund process would need to be replicated on Kassu and Casino Planet, regardless of their being no winnings to confiscate. He said he would fully expect this to happen and he would go away and raise this with the relevant payment teams immediately. The same day, i produced a comprehensive complaint, containing a timeline of the events that had unfolded with proof of emails and live chat transcripts attached within this. My main arguments was disputing the confiscation of winnings and the lack of, and ill informed information i was given throughout this process. It was only through constant daily persisting that i finally received an email 6 days later informing me about the confiscation, as well as the casino repeatedly breaching their own advertised guidelines of how long the verification process takes. These were just some examples within the complaint, about how badly i had been treated. Days and now weeks had gone by, and i have heard nothing about my complaint, not even a confirmation receipt to say they would be investigating this. I sent this 18 days ago, and i have been contacting mostly Kassu about why the refunds for the third party deposits made on Kassu and Casino Planet had not been processed like they did with Casino Gods. Again, lots of contradicting information given by various live chat agents, multiple unanswered emails. I finally received one email last week to say i needed to complete verification for Kassu and Casino Planet before they could even look at this case, which was infuriating, why not say that weeks ago. Again, i did my bit by completing verification processes, as well as all the 3rd party documents and declarations as requested promptly. I spoke to a different VIP account manager from Kassu named [EDIT] on the phone, he was largely unhelpful and again made a number of broken promises about getting this case escalated and resolved. On one conversation, he said 'he had got me verified, he'd done his bit'. I took humbridge to this, as he hadn't done a single thing to help me, and i had complied with all of the verification requests. My accounts for Kassu and Casino Planet were finally fully verified, but straight away all of my accounts with all 3 casinos were blocked with no explanation, as per usual i contacted via live chat and they refused to tell me why, just that i would need to wait to receive an email from the relevant team. I chased and chased daily to which i finally received a poxy email from VIP Kassu today saying i wouldn't be getting any refunds and they eluded to two of the T&C's but this totally conflicted what process they had used for Casino Gods. I was perplexed and challenged them by saying if i had similar winnings to that of Casino Gods that were accumulated via third party deposit payments, they would have confiscated and refunded the deposits. As there was no winnings to confiscate, instead they kept the deposits on Kassu that were around £2100 and on Casino Planet £650, i'm not sure if this is illegal or just largely unethical, but as they all operate under Genesis Casino, then the processed they adopt should be consistent. To summarise: - I believe given the miscommunication from Casino Gods, that my winnings should not have been confiscated - i acknowledge third party payment methods are a breach of their T&C's but the way the situation was handled violated my consumer rights - I am still waiting for a formal reply to my complaint i sent to Casino Gods 18 days ago - I believe i have more than sufficient grounds to demand refunds on Kassu and Casino Planet to the third party payment holders as they did on Casino Gods - I am deeply aggrieved by the whole situation and i feel violated in the way my money had been managed and taken from me - they have blocked all of my accounts with no notification or explaination I have multiple live chat transcripts and emails to highlight my points further around this case, if you require me to send them on. If you could help with this matter, i would be so grateful as they aren't willing to even have a conversation and i feel like i have been robbed.