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

1. I have constantly contacted support. They don't tell me anything. They just say the relevant department is working on it and will be resolved. Nothing has ever happened.
2. Last time I uploaded documents was maybe 2 or 3 weeks ago. Accepted and removed from verification section. Withdrawals still blocked.
3. I played a slot called Big Bass Returns to Races.
4. I got a % of my deposit matched with a deposit bonus.

Dear FiPach123

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 (miroslava.d@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

Dear FiPach123,

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

Dear WinGaga Casino,

Could you please provide clarification regarding this case? Please also include evidence if needed.

Thank you in advance.

Dear FiPach123,

Thank you for your patience.

We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately.

We sincerely apologize for the inconvenience caused. Rest assured we are doing our absolute best to resolve the matter as soon as possible.

Best Regards,

Wingaga Casino Team.

Dear WinGaga Casino,

We will be waiting for your update.

Thank you for your cooperation.

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 FiPach123,

In order to finalize your verification, please provide an updated proof of address.

We accept household utility bills, bank statements, or government-issued documents that clearly show your full name and address. The document must be an original, unmodified PDF issued within the last 6 months.

Thank you for your prompt assistance in resolving this matter.

Kind regards,

Wingaga Casino Team.

Dear FiPach123,

Please notify me, when you will be able to submit the document in the requested format. If it still gets rejected, please forward it to miroslava.d@casino.guru.

Thank you.

Mirka can you please refer to the screenshot that I sent at the start of this complaint? It shows the verification section at Wingaga Casino. You can see that it says in Portuguese "Verification is necessary- upload the requested documents below". But you can also see that below that there is no document requested or place to upload them beneath that header.

Normally the requested document should appear in that blank section with an upload button to send it. But there is none.

I have confirmed this is not a cookie or browser issue because I have tried different browsers, deleting cookies and different computers. That area continues blank.

I brought this to Wingaga's attention directly before opening this complaint: If there was a document that they still wanted I needed to know what that was and where to upload it. Only now 2 weeks after I opened this complaint and well over a month before this issue began have I finally received the answer that they needed a proof of address. But still I have nowhere to upload the document onto their site.

Wingaga can you please either correct this error on your website or accept the document by email so that we can finally resolve this? All this time I could have sent it immediately if you had given me the means to do so.

I have brought this to Wingaga's attention several times directly without any meaningful reply. I have also mentioned it here in this complaint already. I am only learning now that they want a proof of address. I have the document now. Where am I supposed to upload it?

Dear WinGaga Casino,

The player mentioned, there seems to be a problem - the verification page does not display an upload field.

Would you be able to restore the document-upload option or provide the player with a secure casino-controlled email address or alternative submission method?

Thank you.

Dear all,

Thank you for bringing this to our attention.

To resolve this issue, the player can securely send their verification documents directly to our support team via email at complaints@wingaga.com.

Once the documents are received, our team will review them as a priority to complete the account verification.

Best regards,

Wingaga Casino Team.

Dear FiPach123,

Have you been able to send the document to the mentioned email address?