The player from Germany had requested a withdrawal prior to submitting this complaint. Unfortunately, his winnings had not been received yet. The player faced extensive delays and repeated verification requests from the casino, which ultimately canceled two withdrawal attempts citing technical issues and declined payments by the payment provider. The player switched payment methods but expressed frustration over the prolonged seven-week wait. The complaint was closed due to the player’s lack of response, with the option to reopen if communication resumed.
WinGaga Casino - Player’s withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €4,700
WinGaga Casino
Safety Index 8.5 HighCase summary
Discussion
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2 months ago
Translation
This casino is a complete disaster. The first withdrawal on April 12th, 2026, was supposedly canceled on Wednesday due to a technical error, and on April 13th and 14th, I made two further withdrawals that haven't been processed. I received a €20 bonus at the beginning because I deposited €200, and I wagered that amount in full, totaling €2000 in real money, before requesting the withdrawals. So far, I haven't received anything. I only get empty promises, nothing! Every day they tell me my case is being prioritized, but nothing happens! After all, this involves €4700, of which I have €1000 in withdrawal requests, leaving €3700 in my player account that I still want to withdraw. Strangely, I can't even make a third withdrawal, supposedly due to a technical error. So now I only have two withdrawals left that need to be processed. It's giving me a real headache. That will take at least 5 months.
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2 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 months ago
Dear Momo7777,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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2 months ago
Dear Momo7777,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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2 months ago
TranslationYeah, just like at the other casino. Nothing arrived.
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2 months ago
TranslationIf you can do anything, please do so, because I've never experienced such long delays. Almost three weeks have passed and still nothing has been paid.
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2 months ago
Dear Momo7777, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
- Did you play casino games or bet on sports?
- Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Karla
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2 months ago
Translation1. No withdrawal was made.
2. You don't need to upload anything. They do it automatically. However, I still sent all the necessary documents by email.
3. Yes, with a sports betting bonus. I had to wager €2000. And once I converted that into real money, I made withdrawals.
4. Sports betting
- 5. I have screenshots here. Each
5. Every time they say I'll receive it shortly, my payout is prioritized and processed as quickly as possible. But so far, nothing! I feel completely cheated and ripped off.
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2 months ago
Dear Momo7777,
Thank you for your response and the information provided.
To better review your case, could you please send me:
- Screenshots of your pending withdrawals (including dates, amounts, and current status),
- A screenshot of your casino account balance showing the remaining funds.
You can upload them directly here or send them to my email at karla.m@casino.guru.
Thank you very much in advance for your cooperation.
Karla
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2 months ago
Translation
Actual balance: 3489 euros
Already withdrawn: 1000 euros
First withdrawal: 500 euros withdrawn on 16.04.26.
Second withdrawal: 500 euros on 17.04.26
Please contact the casino directly.
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2 months ago
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Here is the first withdrawal from April 16th.
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2 months ago
Dear Momo7777,
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,Jana, (jana.k@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,
Karla Mayfly
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2 months ago
Dear Momo7777,
My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite WinGaga Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?
Thank you in advance for providing the information.
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2 months ago
Dear Casino Guru,
We are processing this withdrawals and will let you know once completed.
Kind Regards,
WinGaga Team
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2 months ago
Dear WinGaga Casino,
Thank you for the update. We would greatly appreciate it if you could keep us informed once the payments for the player are released. Thank you for your continued support.
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2 months ago
TranslationI'm having massive problems with the verification process. Last Friday, they asked me to complete a verification. I was supposed to upload my credit card details, transaction history, ID, and a selfie next to my ID with the website in the background. I did all of that. Everything was accepted initially, except for the selfie. They didn't clearly state that I needed two selfies showing the back of my ID. And why on earth did the casino's website have to be visible in the background? That's ridiculous and absurd. Just showing my ID next to my face should be enough. After the sixth attempt, it was finally accepted. And then they asked for the transaction history again, even though they'd already accepted it. They're using their power to prevent me from even getting a payout. These stupid verification methods are really getting on my nerves.
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2 months ago
Dear Casino Guru,
We are currently looking into this matter and will provide an update shortly.
Kind Regards,
WinGaga Team
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2 months ago
TranslationWhy are you doing this to yourself? Can't you just pay me the money without asking for some stupid thing from me? It's been over a month now and still no money. You're being honest, aren't you? Please send the money now, I'm fed up with waiting. Ideally, send the whole amount, around €4,500. This is truly outrageous.
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2 months ago
Dear WinGaga Casino,
Thank you for your message. Could you please provide us with an update regarding this matter? Your continued assistance is greatly appreciated.
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1 month ago
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.
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1 month ago
Dear Casino Guru,
The player's documents have been successfully verified.
We are processing their pending withdrawal, and they are now cleared to request another one.
Kind regards,
WinGaga Team
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1 month ago
Dear Momo7777,
I hope this message finds you well. I wanted to inform you that the casino has confirmed they are currently processing your withdrawal request. You are welcome to submit a request for an additional withdrawal if you wish. Kindly keep me updated once you receive the funds from the casino. I truly appreciate your patience and cooperation in this matter.
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1 month ago
TranslationI'm back. Wingaga is lying and has canceled my withdrawals. Here's the proof. I've been waiting for my money for five weeks. I owe over €3,000 and would have easily paid it off if Wingaga had released the funds. Now I don't want to wait another five weeks; I want my money NOW. I want the entire €4,500 immediately. They're not even ashamed. At first, I had hope, but I don't anymore. It's infuriating. I completed all the verification, but it cost me time and energy, and now the whole thing starts again. They're canceling it for no reason. I want my money now. 
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1 month ago
TranslationWhen the hell are you finally going to pay out the money???? You're canceling my two withdrawals instead of processing them for no reason.
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1 month ago
TranslationI need to add something. Wingaga contacted me by email saying there was supposedly a technical problem. I don't believe that, though. Why don't I have any problems with payouts from other betting providers? This is the second time now that it's due to technical issues. They requested countless documents for verification. And then the payout couldn't go through because of technical problems. What kind of nonsense is that? Besides, it's not my problem. As a casino, it's your responsibility to transfer the funds on time and not cancel them after five weeks because of technical issues. What kind of outrageous behavior is that?
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1 month ago
Dear Momo7777,
Your recent withdrawal was declined by your payment provider.
We are processing you pending withdrawals and if this occurs again, we recommend trying a different bank account or payment method to complete your transaction.
Kind Regards,
WinGaga Team
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1 month ago
TranslationI've switched to a different method now, but I've had enough. If this method doesn't work, then it's the casino's fault. Because I've waited seven weeks, and that's unacceptable.
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1 month ago
Hello Momo7777,
We would like to update you that due to Jana, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jana has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Jana will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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1 month ago
Dear Momo7777,
could you please keep us updated whether you have received the payment from the casino? You assistance is greatly appreciated.
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1 month ago
Dear Momo7777,
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.
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3 weeks ago
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,
Jana
Casino.Guru
