WinGaga Casino - Player's cashout is blocked.

Hi. I am having a problem with Wingaga4.com. I won 16,943€ playing slots. The casino has blocked cashouts and asked for my documents. I sent my ID and had a live ID check. I sent screenshots showing my deposit. These were asked for in the verification area of the casino and disappeared after they were accepted.

My problem is that cashouts are still blocked. All the documents I have sent were accepted by the casino and have disappeared from the verification area. In that area it now strangely says that "verification is necessary. Upload documents below". But below there is no document to upload asked for. Before when they asked for my ID and proof of deposit those appeared beneath that section with an upload button. There has been no communication at all. I spoke to live chat many times and they just say to wait and that it is the relevant department is resolving it. That is all that they ever say for over 1 month when I speak to live chat. It has been a very long time. There is no support at all.

I have attached a screenshot of the verification and the cashout area. You can see that in the verification it is not asking me for anything and in the cashout area it is says in Portuguese that withdrawal is blocked. I have done everything that this casino has asked of me. I would like for cashouts to be enabled on my account.

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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.

• Have you tried contacting customer support via email to ask about the status of your verification?
• When was the last time you uploaded any identity document to this casino for verification?
• Which slot games did you play to accumulate your winnings?
• Did you accumulate your winnings with or without a bonus?

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