The player from Greece had a complaint regarding his account and a pending withdrawal of €1,500 at WinGaga, which had not been processed for almost a month. Despite providing extensive verification documents and having successfully withdrawn before, he had not received a clear reason for the delay, and support only stated that the case was under review without providing a timeframe. The complaint was taken over by a dedicated Resolver who communicated with the casino to expedite the case. The casino confirmed that the player's account had been successfully verified, and withdrawals were being processed with only a small amount left to be paid. The player confirmed receipt of the funds, and the complaint was marked as resolved by the Complaints Team.
WinGaga Casino - Player's withdrawal is delayed.
Case closed
Amount: €3,500
WinGaga Casino
Safety Index 8.5 HighCase summary
I would like to submit a complaint regarding my account and withdrawals at WinGaga.
Approximately one month ago, I requested a withdrawal of €1,500. Since then, the withdrawal has remained in pending status without any clear explanation.
I have fully cooperated with the verification process and provided all documents requested by the casino, including:
• Identity card
• Selfie
• Selfie holding my identity card
• Driver’s license
• Payment card verification
• Revolut verification documents
Despite providing all requested documents, I have not received a clear reason for the delay. When I contact support, I am only told that my case is under review and that they cannot provide an estimated timeframe for completion.
In addition, I currently have approximately €2,000 remaining in my account balance. Due to restrictions placed on my account, I am unable to make any further withdrawal requests. As a result, a total of approximately €3,500 of my funds is currently inaccessible.
I would also like to point out that I have previously made successful withdrawals from WinGaga without any issues. Smaller withdrawals were processed within a few days. This is the first time I have experienced such a significant delay.
I have contacted support multiple times by email and live chat. In many cases, my emails remain unanswered or I receive only generic responses without any specific information regarding my verification status or withdrawal.
I respectfully request that WinGaga provide a clear explanation for the delay, complete any remaining verification procedures, and process my withdrawal and account balance as soon as possible.
I would also like to note that for approximately two weeks after requesting my withdrawal, I was repeatedly informed by support that everything was fine and that my withdrawal would be processed soon. Only after this period was I asked to begin the verification process and submit identification documents. Since then, additional documents have been requested and the process remains unresolved.
Thank you for your assistance.
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Dear TasosK,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.
- Have you accumulated your winnings with or without an active bonus?
- Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?
- I understand that account verification is ongoing. Could you please provide a screenshot of your verification page so we can see which documents are successful or pending?
- Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.
I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.
Best regards,
Jean
Translation
I have collected my winnings without any bonus! I did exactly what I did before without any changes. Same card, same account. For verification as I told you earlier I have sent all the files that have been requested and right now when I go to the verification field it gives me this here
I have sent all my files. Please help me because all this has caused me incredible stress and anxiety, I can't sleep at night. It's been almost a month and they are trying to do anything to delay me. Yesterday I accidentally canceled a withdrawal and tried to try to withdraw the money and they still wouldn't let me and when I asked customer service they answered me as if nothing was happening, I will quote these as well. Thank you in advance!
I also sent you the photos so you can see what's going on, I feel like they're constantly making fun of me, it's not really working. I send them emails and they answer me vaguely to everything without telling me anything specific, I don't know what else to do, I've reached the point where I can't take it anymore.
TranslationAlso, I am now attaching another file because they replied to an email I sent three days ago, while this morning when I asked them they asked me to send my details for verification, but I have sent them everything that has been requested, so I do not understand the problem that the process is delayed so much, we are not talking about a delay of a week, we are now talking about almost 25 days without being able to make any movement in the account, and by movement I mean withdrawal because I can make a deposit normally. I beg you once again and forgive me for the continuous emails, but all this has created a big psychological problem for me, I cannot sleep at night from anxiety because I am afraid that I will not receive my winnings, while I have wasted a lot of money playing there and the first time I won a significant amount, all this is happening.
I can see that you received a confirmation on June 8 that the casino finally received your documents.
Last time, there wasn't anything on your account's verification page. Could you please attach a screenshot of your current verification page? So we can review which documents are still pending.
Please forward to jean.s@casino.guru any pending documents for verification so we can have an independent review and find out what could be the reason for the delay.
Additionally, could you please clarify one detail for me? You said that you accidentally cancelled your withdrawal. Were you able to request it again? Or are withdrawals currently blocked?
TranslationYes, I'm explaining that it doesn't ask for any documents anymore, I've also sent you a screenshot for you to see!! Yes, they've blocked my withdrawals, they won't let me at all, I'll send you the screenshots for you to see
While they tell me that they have received all my files, this is what happens and today when I sent them again they replied that my application is being processed but for how long have they caused me incredible anxiety and confusion?
Dear TasosK
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, Lucka, (lucia.s@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,
Jean
TranslationI thank you very much and I hope everything goes well because I saw that they have now put me under review. I have also sent you this information to your email!! Thanks again in advance and hope you are well!!
Hello TasosK,
My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear WinGaga Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Lucia
Dear all,
We kindly inform you that we are checking on the matter with our relevant team and we will have updates for you at the nearest time possible.
Thank you for your patience and understanding.
Best regards,
WinGaga Team
TranslationYes, great, you've been watching it for a month, so when do you intend to do this?
TranslationI would really appreciate it if you could give me a clear answer.
TranslationAs you can see, the same thing continues with general answers without any clear answer that tells me when or why. Please, once again, it has been over a month, I would like to withdraw the money I won! Be well
Dear WinGaga Casino,
We would greatly appreciate it if you could prioritize this case, as it has been pending for an extended period and the player has not received any updates. Thank you for your understanding.
TranslationGood day, I have been trying to withdraw my winnings since May 16th and today we have reached June 29th. For almost 1.5 months I have been reading the same thing over and over again without any response. A little while ago I logged into my account and saw once again that my withdrawals are blocked. The whole situation has caused me incredible stress and the whole thing could have ended much earlier. I ask Wingaga to sort out the whole issue that concerns me and let me withdraw my money. Best regards and again, have a good day.
TranslationI have the impression that my account was verified by wingaga because it opened the field for me so that I can withdraw my money. If you can confirm this, please, with appreciation!
Dear TasosK,
We kindly inform you that your account has been verified successfully.
Thank you for your patience.
Best regards,
WinGaga Team
Dear WinGaga Casino Team,
Thank you for the update.
Dear TasosK,
Thank you for your patience throughout this process. At this stage, please submit a new withdrawal request and let me know once you receive the funds.
Hopefully, the issue has now been resolved and the withdrawal will be processed without any further complications. I look forward to hearing from you with an update.
TranslationThank you very much I will let you know as soon as I receive the money
I have a serious question how long it will take normally to receive my money how many days please answer the question wingaga just to know if I have to worry because I made a withdrawal 1.500€ and still waiting again.. king regards
Dear WinGaga Casino Team,
I would greatly appreciate it if you could provide an update regarding the current status of the players' withdrawals. Are there currently any restrictions?
Dear all,
We kindly inform you that withdrawals keep completing without many delays. We are in contact with our payments team and the recent withdrawals requested are about to be completed soon. After that, a very small amount left to be withdrawn.
We ask for your kind patience on the matter.
Thank you for your understanding.
Best regards,
WinGaga Team
TranslationGood evening, so far everything is going very well, a small amount is left for withdrawal only!! Thank you very much for everything!!
Dear TasosK,
We inform you that more withdrawals have been completed and please rest assured that your two last withdrawal requests will be completed very soon too.
Thank you for your understanding.
Kind regards,
WinGaga Team
Hello TasosK,
Could you please confirm whether you have received the payment?
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear TasosK,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Lucia
