WinGaga Casino - 選手の退出手続きが遅延しています。

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