The player from Greece faced a delayed withdrawal of €500 from an online casino, despite the terms stating a maximum completion time of 3 days. The casino claimed no additional verification was needed but offered no clear reason for the delay. The player was unable to get a satisfactory response and eventually stopped receiving email replies. The issue was resolved after the player reported it to the Complaints Team, prompting the casino to process the withdrawal. We marked the complaint as resolved.
WinGaga Casino - Player’s withdrawal has been delayed.
Amount: €500
WinGaga Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
Public
Public
3 months ago
Translation
Good evening, I am submitting my complaint to seek your assistance as you have helped me in the past, and I thank you in advance! As usual, I registered from your site at the mentioned casino, and after making several deposits and requesting a withdrawal (6 days ago) of €500 via bank transfer, it is still pending!! They keep telling me that verification is not needed and the reason for the delay is unclear since the only response I get through live chat is that there is a delay, and they say it will be completed soon... They keep telling me it will be completed today, but nothing happens; they're just fooling me!!! I should mention that their terms state the maximum completion time for a withdrawal is 3 days, and there is nowhere mentioned, not even in fine print, anything that justifies this delay!!! I keep sending messages asking what will happen, and the answer is always the same!!! They are doing it on purpose so the weekend arrives and they tell me next week, as I have already pointed out!! I request your intervention because the treatment I've received is unacceptable and the inconvenience I've endured is significant!! I should also mention that they have stopped responding to my emails!!
Automatic translation:
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3 months ago
Dear geomet40,
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
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3 months ago
Translation
The problem is they still haven't approved the withdrawal request and it's almost a week!!!Without telling me the reason!!
Automatic translation:
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3 months ago
Translation
The withdrawal just went through after endless hassles and after telling them I've reported it here!!
Automatic translation:
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3 months ago
Dear geomet40,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
