WinGaga Casino - Player faces delayed withdrawal and game issues.

Good evening,

I am writing to seek assistance with my withdrawal request and to alert potential new players who are considering opening an account with this betting company.

My first issue occurred with the game Starlight Princess. The game entered a bonus round but disconnected. When it reconnected, it never resumed the bonus round. I filed a request for this to be investigated, but after a month, I have received no response.

I requested a withdrawal on Monday, August 26th. Although the company states that it takes three days to process a request, and the chat support informed me that the funds would be in my account by Friday, August 30th, my request is still under processing. In the meantime, the withdrawal request was canceled without my consent, requiring me to submit a new request, which has caused further delays.

Please assist me with this issue, as I am beginning to worry about the legitimacy and professionalism of this betting company.

Thank you for your attention.

Dear zlatanvila1234,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Can you confirm if you can see the problematic bonus round in your gaming history? Typically, when a technical glitch occurs and the game gets disconnected on your end, it is automatically completed, and the results can be found in the gaming history.

Regarding your canceled withdrawal request, have you received any explanation from the casino as to why your withdrawal request was canceled?

Have you passed the full KYC verification?

Have you chosen the same method for your withdrawal as you chose for depositing?

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

Good morning Veronica and thank you very much for your message.

unfortunately I can't see in the history the specific round the game entered the bonus track.

no explanation was given for the return of the money to the account, fortunately it was a few hours after the initial request, so I think not much time was lost after I requested a withdrawal again.

verification of data according to the casino is not needed.

in fact, the withdrawal request was also made from the card to which the deposit was made.

thanks again, any further clarification needed I am at your disposal

good evening,

the money has been transferred to my account.

Thank you very much.

Dear zlatanvila1234,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Veronika

Casino.Guru