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?

Dear FiPach123,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Mirka
Casino.Guru

We’ve reopened this complaint at the request of FiPach123. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear WinGaga Casino,

Can you please provide us with an update on player's verification process?

Thank you.

Dear FiPach123

Thank you for bringing our attention to this matter.

Please note that we have sent you an email. When you have a moment, please review its contents and respond at your earliest convenience.

Thank you for your cooperation.

Kind regards,

WinGaga Casino Team.

Dear FiPach123,

Can you please confirm, if you have been able to make any progress with the casino outside of this thread?

I can confirm that the casino contacted me. They asked for my proof of address in PDF format. I had already provided this in reply to their request in their complaints email several days ago. But I have now provided it to the support email that requested it from me after this complaint was open. So they have it now.

Dear FiPach123,

Thank you for your reply and cooperation.

Please note that we have sent you an email. When you have a moment, please review its contents and respond at your earliest convenience. We have requested a proof of address in the original PDF file (unchanged).

Thank you for your cooperation.

Kind regards,

WinGaga Casino Team.

Dear FiPach123,

Have you received any update from the casino?

I sent this document 7 days ago. Please check my previous message in this thread. They replied 2 days ago by email saying it had been forwarded to the relevant department.

The document that I sent was an original PDF of last month's water bill. I have now sent it to Wingaga twice.

Dear FiPach123,

To complete the verification of your account, please reply to this email with the following attachments:

• Proof of Wallet Ownership: Screenshot showing your name/email associated with your crypto wallet/exchange account.

• Proof of Deposit: Screenshot or details of the crypto deposit transaction made to us, including the Transaction ID (TxID).

Thank you for your cooperation.

Kind regards,

WinGaga Casino Team.

I have just emailed the following 2 screenshots to Wingaga:

1. Proof of Wallet Ownership: This screenshot was taken while logged into my wallet. It shows my name and email address. It also shows my transaction history and I have highlighted the line which shows my deposit to Wingaga.
2. Proof of Deposit: This shows full details for the transaction including date, time, TxID, sending and receiving addresses, amounts and much more.

Dear WinGaga Casino,

Can you please confirm, if you have received the documents, and if they are sufficient for verification purposes?

Thank you.

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. We would greatly appreciate it if you could provide us with steps leading to resolution of the issue at your earliest convenience.

Thank you for your attention to this matter.

Dear FiPach123,

We are pleased to inform you that your account has been successfully verified.

If you have any additional questions, please do not hesitate to contact us.

Kind Regards,

WinGaga Casino Team.

Dear FiPach123,

Please notify me, when you start receiving withdrawals.

Thank you.

I have made the first withdrawal request. Although it only lets me withdraw 500 at a time so I don't know when I'll be fully paid or if limits can be increased since that is a tiny fraction of my balance. As soon as I receive the first payment I will say here.

Dear WinGaga Casino,

Could you please confirm that the player’s remaining balance will be paid according to your stated withdrawal limits of €500 daily and €7,000 monthly?

We would appreciate confirmation of the expected payout schedule until the full amount is paid.

Thank you.

Dear FiPach123,

Thank you for reaching out to us.

Firstly we would like to inform you that the daily, monthly and yearly withdrawal limits are depending on your account status which is influenced by your activity and calculated automatically by the system. We are not able to manually change or influence your status.

You can find the according overview within our terms and conditions section 6.11. For your account level 1 it's 500 EUR daily and 7000 EUR monthly.

We thank you for your understanding.

Kind Regards,

WinGaga Casino Team.

Dear FiPach123,

Please notify me about frequency of payments and amounts you receive.

Thank you.

Just to update I made a withdrawal 6 days ago. Nothing has been processed. Wingaga say in their terms that payment is made within 3 working days. It has now been 4 working days. Bear in mind that the withdrawal is for €500 which is the maximum allowed. That is to say Wingaga are already late in paying me 3% of my total balance.

Dear FiPach123,

Can you please confirm, if you have received any update in your withdrawal process?

Dear WinGaga Casino,

The player’s €500 withdrawal has now been pending for 15 days, despite the account being fully verified. This significantly exceeds the three-working-day processing period stated in your terms.

Please ensure that the withdrawal is processed without further delay and confirm when the player can expect to receive the funds. We also expect the casino to comply with its stated withdrawal limits and processing timeframes for the player’s remaining balance.

Thank you.