The player from Germany had deposited €500 at Wingaga and generated winnings of €3,152. Despite having provided all necessary documents for verification, her account was blocked on April 4, stating she did not pass the verification process. She was confused and sought assistance. The issue was resolved when the casino confirmed that her account had passed verification and was reopened. After some communication, the player was able to provide her bank details, and the casino successfully processed her payment. The player confirmed receipt of her winnings, and the complaint was marked as resolved.
WinGaga Casino - Player’s account has been closed unexpectedly.
Amount: €2,652
WinGaga Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 weeks ago
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2 months ago
Translation
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.
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PR Assistant
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2 months ago
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 [email protected] for further review?
Looking forward to your answer.
Regards,
Nick
Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com 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.
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2 months ago
Translation
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
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PR Assistant
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2 months ago
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 [email protected] for further review.
Awaiting your response.
Regards,
Nick
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2 months ago
Translation
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.
Edited
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PR Assistant
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2 months ago
Hello Ninosch,
Please forward any additional communication or evidence between you and the casino related to the case to [email protected] for further review.
Regards,
Nick
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PR Assistant
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2 months ago
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.
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2 months ago
Translation
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
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PR Assistant
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1 month ago
Thank you Ninosch for all the information provided so far. I will now forward your complaint to my colleague Michal ([email protected]) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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Complaint Specialist
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1 month ago
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 [email protected].
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Casino representative
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1 month ago
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
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Complaint Specialist
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1 month ago
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.
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1 month ago
Translation
Unfortunately, I can't request withdrawals; I've been blocked. It says I have to wager my deposit again before I can make withdrawals.
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Complaint Specialist
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1 month ago
Dear WinGaga team,
Can you please address the player's concerns?
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Casino representative
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1 month ago
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
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1 month ago
Translation
Thank you for your efforts so far. I just checked, and unfortunately, it still doesn't work. ??
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Casino representative
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1 month ago
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
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Casino representative
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1 month ago
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
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Complaint Specialist
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1 month ago
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.
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1 month ago
Translation
I have uploaded the transaction history from December 2024.
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Casino representative
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1 month ago
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
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1 month ago
Translation
No, I just tried. I'm still blocked from making withdrawals.
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Casino representative
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1 month ago
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
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1 month ago
Translation
Thank you for your efforts and cooperation. I have just sent you an email with the necessary information.
Thank you in advance.
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Casino representative
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1 month ago
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
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Casino representative
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1 month ago
Dear Ninosh,
The payment has been sent from our side. Please, let us know if you have received it.
Best regards,
WinGaga team
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1 month ago
Translation
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
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Complaint Specialist
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3 weeks ago
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
