WinGaga Casino - La cuenta del jugador se ha cerrado inesperadamente.

Hello, I deposited €500 at Wingaga for a welcome bonus. I played Hacksaw Coins and Turbo Mines.

I then made a profit of €3,152.00.

After successfully completing the process, I verified myself at the casino as usual. I provided my ID card, both front and back, an e-wallet, a bank statement, and everything else they requested. However, it took forever for the first withdrawal of €500 to be processed on March 24, 2025.

A few days later, on April 4, 2025, you sent me an email saying that you had blocked my account because I had not passed my verification process at the casino.

I wasn't told the reason, and I honestly don't understand what the casino means by that. I submitted all the necessary documents and already received a payout, so I'm more than surprised by this email.

I hope you can help me.

Hallo, ich habe bei Wingaga für einen Willkommensbonus 500€ eingezahlt. Ich habe Coins von Hacksaw gespielt und Turbo Mines.

Ich habe dann einen Gewinn von 3.152,00 € erzielt.

Nach erfolgreicher Umsetzung habe ich mich ganz normal im Casino verifiziert. ID Vor und Rückseite, E-Wallet, Kontoauszug und was sonst noch von mir gefordert wurde. Allerdings dauerte es ewig bis die erste Auszahlung von 500€ am 24.03.25 erfolgte.

Wenige Tage später, am 04.04.25 schrieben Sie mir dann aber eine Email, dass sie mein Konto gesperrt haben, weil ich mein Verifizierungsverfahren im Casino nicht bestanden habe.

Der Grund wurde mir nicht mitgeteilt und ich verstehe ehrlich gesagt nicht, was das Casino damit meint. Ich habe alle nötigen Dokumente eingereicht und auch schon eine Auszahlung erhalten, deswegen bin ich nun mehr als verwundert über diese Email.

Ich hoffe Sie können mir weiterhelfen.

Hello Ninosch,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with WinGaga Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when is your account fully verified?
• Have you finished the wagering requirements of the bonus?
• When was the last time you spoke to the casino and what was it about?

Would it be possible to forward the documents you have sent to the casino to nikolas.b@casino.guru for further review?

Looking forward to your answer.

Regards,

Nick

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello and thank you for agreeing to help me.

Unfortunately, I can't say. I also don't know if I was fully verified. Apparently not, since the last email from the casino claims otherwise. But I wasn't informed beforehand that something was missing. Besides, they had already paid out €500. I did at least upload all the documents, as requested on my casino account. Now I can't log in anymore.

I fully met the wagering requirements, which is why I was able to request withdrawals.

I haven't had any contact with the casino because it hasn't been necessary so far. I thought everything was fine. I received the last email about closing my account on April 4, 2025. Before that email, on January 30, 2025, they asked me to upload the necessary documents for account verification. I did so.

After that, nothing happened except for the first payout and then the surprising closure of my account.

I hope this helps you.

I can't tell you exactly what documents I had to upload to my account. But it was definitely my ID (front and back), a bank statement, and screenshots of my e-wallet, which I used to deposit into the casino. I'd be happy to send you these documents if you need them.

Kind regards

Hallo und danke, das Sie sich bereit erklärt haben mir zu helfen.

Das kann ich leider nicht sagen. Ich weiß auch nicht, ob ich vollständig verifiziert war. Anscheinend ja nicht, da die letzte Email des Casino etwas anderes behauptet. Aber ich wurde auch nicht vorher darauf hingewiesen, dass etwas gefehlt hätte. Außerdem hatten sie ja auch schon 500€ ausgezahlt. Ich habe die Dokumente zumindest alle hochgeladen, wie es auf meinem Casinokonto gefordert wurde. Jetzt kann ich mich nicht mehr einloggen.

Die Wettanforderungen habe ich vollständig erfüllt. Deswegen konnte ich auch Auszahlungen beantragen.

Mit dem Casino habe ich keinen Kontakt gehabt, weil es bisher nicht nötig gewesen war. Ich dachte es passt alles. Die letzte Mail zu Schließung meines Kontos, habe ich am 04.04.25 bekommen und vor dieser Email, haben sie mich am 30.01.25 aufgefordert, erforderliche Dokumente zur Verifizierung in meinem Konto hochzuladen. Das habe ich dann auch getan.

Danach kam auch nichts mehr, außer die erfolgte erste Auszahlung und hinterher die überraschende Schließung meines Kontos.

Ich hoffe das hilft Ihnen weiter.

Ich kann Ihnen nicht mehr genau sagen, was ich genau an Dokumenten in meinem Konto hochladen musste. Aber es war auf jeden Fall meine ID (Vorder-und Rückseite) Ein Kontoauszug und Screenshots meines E-Wallet mit dem ich die Einzahlung ins Casino getätigt habe. Diese Dokumente kann ich Ihnen gerne zukommen lassen, wenn sie diese benötigen.

Freundliche Grüße

Hello Ninosch,

Based on the e-mail you uploaded, it seems that you have failed to provide documents to finish the verification process and that's why they have closed your account.

Please forward any additional communication or evidence related to the case to nikolas.b@casino.guru for further review.

Awaiting your response.

Regards,

Nick

Hello dear Casino Guru Team

I definitely need to be verified. What they're saying isn't true. It's possible, though, that they wanted more documents from me, but they never requested them. I also couldn't upload any more documents in the verification tab on my casino account.

If I weren't verified, I'd be very surprised that I'm still receiving payouts from the casino.

Today you again paid me all three withdrawals of €500 each that I had made before my account was blocked.

This is absolutely bizarre. First of all, when I log in, it says that my account is being verified. It's not that I'm blocked. So, it seems to me as if the casino has made a mess of my documents.

Hallo liebes Casino Guru Team

Ich muss auf jeden Fall verifiziert sein. Was die schreiben stimmt so nicht. Es kann aber sein, dass sie weitere Dokumente von mir wollten, diese haben sie aber nie angefordert. Ich konnte auch keine Dokumente mehr in meinem Verifizierungsreiter auf meinem Casino Konto hochladen.

Wenn ich nicht verifiziert wäre, dann wundert es mich schon stark, dass ich immer noch Auszahlungen von dem Casino erhalte. 

Heute haben Sie mir erneut alle 3 Auszahlungen von je 500€ ausgezahlt, die ich noch vor der Sperrung meines Accounts durchgeführt hatte.

Das ist doch absolut merkwürdig. Vor allem steht nun beim einloggen, dass mein Konto überprüft wird. Nicht das ich gesperrt bin. Also irgendwie scheint es mir, als hätte das Casino ein Durcheinander mit meinen Unterlagen.

Hello Ninosch,

Please forward any additional communication or evidence between you and the casino related to the case to nikolas.b@casino.guru for further review.

Regards,

Nick

Dear Ninosch,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, I do not have the evidence you are requesting.

The only screenshots I took are the email in which they say that my account is blocked due to missing verification and the emails with the withdrawal confirmations that have already been sent.

Unfortunately, I have no idea if it's the casino where I couldn't upload documents and tried to find out the problem via live chat, or if it was Wingaga's sister casino. Unfortunately, I can't log in anymore, so I can't tell you exactly what the problem was. I'm having similar problems at Wingaga's sister casino, and that's why I'm a bit confused.

Either I uploaded all the required documents via the verification tab at this casino, or it wasn't possible at all, and the casino didn't bother to resolve my issue. The fact is, I didn't simply do nothing; the casino didn't give me any opportunity to verify myself. Nor did I receive an email from the casino stating that I needed to upload certain documents. Nothing came.

Simply blocking me is inappropriate.

Kind regards

Ich habe leider keine Beweise, welche Sie anfordern.

Die einzigen Screenshots die ich gemacht habe sind die Email, in denen sie sagen, dass mein Account gesperrt wird aufgrund von fehlender Verifizierung und die Emails, mit den Auszahlungsbestätigungen, die bereits erfolgt sind.

Ich habe leider keine Ahnung mehr, ob es das Casino ist wo ich keine Dokumente hochladen konnte und versucht habe über den Live-Chat das Problem herauszufinden, oder ob es das Schwestercasino von Wingaga war. Ich kann mich leider nicht mehr einloggen, deswegen kann ich Ihnen nicht mehr genau sagen, was das Problem war. Ich habe in Wingaga's Schwestercasino ähnliche Probleme und hab deswegen ein leichtes Durcheinander.

Entweder habe ich in diesem Casino alle erforderlichen Dokumente über den Verifizierungsreiter hochgeladen, oder es war gar nicht möglich und das Casino hat sich nicht gekümmert, mein Problem zu lösen. Fakt ist, dass ich nicht einfach nichts gemacht habe, sondern das Casino mir keine Möglichkeit gegeben hat, mich verifizieren zu können. Auch keine Email habe ich vom Casino erhalten, in welche steht, dass ich gewisse Dokumente hochladen müsste. Es kam nichts.

Mich dann einfach zu sperren ist unangemessen.

Freundliche Grüße

Thank you Ninosch for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Ninosch,

It's Michal again. I have taken over this complaint. I have reviewed this case, I will contact the casino to shed more light on this matter.

I would like to invite WinGaga Casino to join the conversation.

Dear WinGaga Casino,

I kindly request clarification regarding the unpaid remaining winnings of the player and the closure of their account, despite the fact that some withdrawals were processed earlier. If there are any confidential factors influencing this matter, I would appreciate it if you could send the relevant information, along with any supporting documentation, to my email at michal.k@casino.guru.

Dear Ninosch,

We are happy to inform your account has passed verification. Therefore, it was reopened with the balance remaining as it is and you can proceed using your account as per your wish.

We truly appreciate your cooperation and patience.

Best regards,

WinGaga team

Thank you for the positive news, WinGaga team.

Dear Ninosch,

As per the casino team's response, your account has passed verification. I have my fingers crossed that the withdrawals will be processed the standard way without any unnecessary issues.

Please let me know if I can consider this case resolved.

Unfortunately, I can't request withdrawals; I've been blocked. It says I have to wager my deposit again before I can make withdrawals.

Ich kann leider keine Auszahlungen beantragen, dafür wurde ich gesperrt. Es steht ich muss erneut meine Einzahlung umsetzen bevor ich Auszahlungen tätigen kann.

Dear WinGaga team,

Can you please address the player's concerns?

Dear Ninosch,

I've informed the relevant department about your situation. They told me that you should be able to withdraw now.

Can you please check if you are able to do so?

We look forward hearing back from you.

Best regards,

WinGaga team

Thank you for your efforts so far. I just checked, and unfortunately, it still doesn't work. 🥺

Danke für Ihre bisherigen Bemühungen. Ich soeben geschaut und es klappt nach wie vor leider immer noch nicht. 🥺

Dear Ninosch,

I am sorry to hear that it's still not working for you. I will inform the relevant department about this yet again.

Thank you for your patience.

Best regards,

WinGaga team

Dear Ninosch,

We would kindly ask for you to upload the transaction history for December 2024 of the payment method that was used to top up your Jeton account on the 12th of December.

Please, remember to opload this in PDF form.

Best regards,

WinGaga team

Dear Ninosch,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have uploaded the transaction history from December 2024.

Ich habe den Transaktionsverlauf vom Dezember 2024 hochgeladen.

Dear Ninosch,

Thank you for providing us with the transaction history. Now you should be able to proceed using your account as per your wish.

Please, let us know if it works for you now.

We look forward hearing from you!

Best regards,

WinGaga team

No, I just tried. I'm still blocked from making withdrawals.

Nein, ich habe es gerade versucht. Ich bin immer noch für Auszahlungen gesperrt..

Dear Ninosch,

We truly apologize for this ongoing inconvenience. We have sent you an email asking for your bank details so we can manually withdraw your balance.

Best regards,

WinGaga team

Thank you for your efforts and cooperation. I have just sent you an email with the necessary information.

Thank you in advance.

Danke für Ihre Bemühungen und Ihr Entgegenkommen. Ich habe Ihnen soeben eine Email mit den nötigen Informationen zukommen lassen.

Vielen Dank im Voraus.

Dear all,

Ninosch's bank details have been received and forwarded to the relevant department. We will come with an update as soon as we hear from them!

We truly appreciate Ninosch's cooperation and patience.

Best regards,

WinGaga team

Dear Ninosh,

The payment has been sent from our side. Please, let us know if you have received it.

Best regards,

WinGaga team

I've received the payment. Many thanks to the Casino Guru team for their assistance in this case.

You can now close the complaint.

Kind regards

Die Zahlung ist bei mir angekommen. Vielen Dank auch ans Casino Guru Team für ihre Mithilfe in dem Fall.

Sie können die Beschwerde nun schliessen.

Freundliche Grüsse

Dear Ninoch,

Thank you for your confirmation. I am glad that our involvement played a role in resolving the situation and that you have received your winnings. I'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. 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 Rate 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,

Michal

Casino Guru