The player from Finland had successfully withdrawn €500 but had three additional withdrawal requests blocked by the casino without an explanation. Despite having won €2,000 from a €30 deposit, the player was uncertain about the reasons for the blocked withdrawals. The complaint was rejected because the player continued to play the remaining balance of €500 while the account verification was still ongoing, which impacted the ability to investigate the withheld withdrawals. It was emphasized that playing funds during such disputes prevented further mediation, leading to the closure of the complaint.
WinGaga Casino - Player's withdrawals are blocked by operator.
Closed
Our verdict
Other
Amount: €1,500
WinGaga Casino
Safety Index:HighCase summary
Discussion
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1 month ago
Translation
Hello, I deposited €30 here on April 6, 2026 and won €2,000 with it, I withdrew €500 at a time and made 4 withdrawal requests in total from April 6, 2026 to April 8, 2026, one withdrawal of €500 was approved and paid to me, but then when 3 other withdrawals were supposed to come, I was informed that the withdrawals were blocked and no proper reason was given by customer service.
Again, I don't know why you gave this casino 8.5/10.
I have not withdrawn from this casino before.
Below is an attachment with a circled text that says "withdrawals blocked by operator"
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1 month 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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1 month ago
Dear Veetiplayer2356456,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the withdrawals from your casino account.
To better understand your situation and assist you effectively, could you please provide more details by answering the following questions:
- Can you specify the date on which the withdrawals were blocked?
- Did customer service provide any specific reasons for blocking the withdrawals?
- Do you have any relevant screenshots or documents that could help clarify your situation?
Thank you in advance for your reply.
I hope we will be able to help you to resolve this issue as soon as possible.
Best regards,
Petra
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1 month ago
TranslationCan you specify the date when withdrawals were blocked?
April 9, 2026
Did customer service give any specific reasons for blocking withdrawals?
They just said to contact me by email but I haven't received any. They just cancelled my withdrawal and sent me an email about it. I know that no email is coming because a friend at their sister casino had the same problem as me now. They just drag out the situation until I play my money and then suddenly withdrawals are allowed.
Do you have any relevant screenshots or documents that could clarify your situation?
there are no screenshots, the only screenshot at the moment was the one I already posted for you
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1 month ago
Thank you for your reply and for providing the previous details, Veetiplayer2356456.
- Have you accumulated your winnings with or without an active bonus?
- Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.
Thank you again for your cooperation.
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1 month ago
Translationwithout any bonus I won
Circled in pink in the picture, I'm saying that I've been waiting for some kind of fucking email from them for 2 days now it's been 5 days and they still haven't sent anything?????
Can you tag the casino here so you can get an answer from them as to why they are delaying my withdrawal for 5 days without any reason???
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1 month ago
TranslationI have now been waiting 18 days for a response from the casino.
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1 month ago
Dear Veetiplayer2356456
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 Barbora (barbora.p@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,
Petra
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1 month ago
TranslationHi, now they opened an account for me after 20 days of verification
I had just played with a balance of €1000 yesterday, so there was only €500 left, so they agreed to open an account verification, it's really outrageous to do that and expect the player to play the balance off and then open an account verification.
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1 month ago
Dear player,
My name is Barbora, and I will be assisting you in resolving 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?
In particular, we would like to understand the reason for blocking the player's withdrawals on April 9, 2026, when the verification process was initiated and why it was required, and whether the player's remaining balance is currently available for withdrawal.
Thank you in advance for your cooperation.
Kind regards,
Barbora
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4 weeks ago
TranslationI played the balance when they took too long and I knew they were after me, frankly the shittiest casino I've ever played at, I hope you don't re-rate this casino based on this complaint, the entire customer service is full of jerks, claiming to do research at best and the research has lasted 24 days now, 8.5/10 safety rating for this casino is beyond ridiculous :D
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3 weeks ago
Dear all,
Thank you for the information provided.
Please note that our Verification Team may request identity or financial documents at any time to maintain the safety and integrity of player's account.
Moreover, as also the player shared above, the balance of the funds has been played and also verification of the account has not been finished yet.
Best regards,
WinGaga Team
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3 weeks ago
Dear Veetiplayer2356456,
Thank you for your updates and for providing the information during the complaint process.
After reviewing the situation, we must inform you that this complaint will now be rejected. As confirmed in the thread, you played the remaining balance while the verification process was still ongoing and before the issue was resolved. By continuing to play your funds instead of preserving the balance, the possibility of further investigation into the withheld withdrawals was significantly affected.
We understand that waiting for withdrawals or verification can be frustrating. However, in such situations, we strongly recommend keeping the remaining balance untouched until the matter is fully clarified, as playing the funds is considered an insensitive action that prevents us from pursuing the case further.
For these reasons, we are unable to continue mediating this case and must close the complaint as rejected.
Thank you for your understanding.
Kind regards,
Barbora
Casino Guru
