The player from Italy faced delays in account verification despite having submitted the necessary documents. The casino rejected the transaction history and was unresponsive to emails. A €2500 withdrawal was pending. The complaint was rejected because the player did not respond to follow-up questions and requests for additional information.
WinGaga Casino - Player’s account verification has been delayed.
Amount: €2,500
WinGaga Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 months ago
Public
Public
5 months ago
Translation
Hello, I have a problem with this casino as they haven't verified my account for days, despite the numerous documents I've sent (the only thing missing is the transaction history), which keeps getting rejected. I don't know why, especially since I sent the official statement of my postepay card from May 18 to June 16 (as requested).
They don't reply to my emails either.
It's very frustrating because even the live chat acknowledges the delay and keeps apologizing, but I don't understand why they won't accept my document. It's not only the official one but also the correct one with all the transactions I've made.
You need to help me, I'm going crazy... I've been waiting for 10 days.
I've attached photos of the requested documentation.
(I have a withdrawal of 2500 euros pending)
Thank you very much in advance.
Automatic translation:
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5 months ago
Hello antoniosalza1996,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with WínGaga Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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5 months ago
Translation
Hi, the verification process lasts approximately 10 days, the approved documents are: Certificate of residence, Identity document, photo with document and photo of the front and back of the card used.
The last time I spoke to the casino was about 40 min ago where they said they were soliciting the department.
The document that is not approved and they keep rejecting it is the transaction history from May 18th to June 16th.
I forwarded it several times, even though it was the correct one where all the account details are present.
It's the official one of my bank.
It is continually rejected, I don't know which alternative document to attach because I only have that payment method in my possession.
Automatic translation:
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4 months ago
Hello antoniosalza1996,
Did the casino specify what exactly is wrong with the rejected documents? Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru?
