WinGaga Casino - O pagamento do jogador foi atrasado.

I made a withdrawal on October 13th, which still hasn't been cleared. I've written to the support chat numerous times and have always been told I'd see the money shortly. But that never happened.

The rules state that withdrawals take 3-5 business days to process. As of today, 10 business days have passed.

What do I have to do to get my money?

Ho fatto un prelievo in data 13 ottobre, che ad oggi non è stato ancora liquidato. Ho scritto tantissime volte nella chat di supporto e mi è sempre stato risposto che da lì a breve avrei visto i soldi. Ma questo non è mai successo.

Il regolamento parla di 3 / 5 giorni Lavorativi per l'elaborazione del prelievo. Ad oggi ne sono passati 10 di gg lavorativi.

Cosa devo fare per avere i miei soldi?

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Fede2278,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Fede2278,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Good morning, I haven't received any payment to date. The withdrawal has been pending since October 13th.

Thanks for your support

Buongiorno ad oggi non sono stata liquidata. Il prelievo è in stato di verifica dal 13 ottobre

Grazie del supporto

Dear Fede2278, please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Could you please share your communication with the casino regarding the canceled withdrawal? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Good morning Attila

- yes, and they have been accredited in current times

- the site did not ask me to verify (as per the screenshot I attach)

- the withdrawal has not been cancelled, it has been under verification since 10/13

I sent them, in addition to the thousand reminders in chat, 2 official emails

The first one on 21.10

The second one today 28.10, as suggested by the chat support on their site

I HAVE NOT HAD ANY FEEDBACK!

For any information, clarification, or other questions, I am at your complete disposal.

A thousand thanks

F*******

Buongiorno Attila

- si, e sono stati accreditati nei tempi correnti

- il sito non mi ha chiesto verifica (come da screen che allego)

- il prelievo non è stato annullato , è in fase di verifica dal 13.10

Ho inviato loro, oltre i mille solleciti in chat, 2 mail ufficiali

La prima il 21.10

La seconda oggi 28.10 , come suggerito dal supporto chat del loro sito

NON HO AVUTO ALCUN RISCONTRO!

Per qualsiasi informazione,chiarimento o altro, sono a tua completa disposizione.

Grazie mille

F*******

Dear Fede2278, do you have any updates for us in relation to the delayed withdrawal? Have you received any explanation from the customer support as to why is your withdrawal under review?

Thank you in advance for your reply.

Good morning

Nothing new.

In the chat they keep giving the same answers: to be patient, that everything is fine, that they have many requests, that they have contacted the financial department.

But NOT EVEN THE SHADOW of money.

However, I didn't get any response to either email.

A thousand thanks

Wedding ring

Buongiorno

Nessuna novità.

In chat continuano a dare sempre le stesse risposte: di avere pazienza ,che è tutto ok, che hanno molte richieste, che hanno sollecitato il reparto finanziario.

Ma di soldi NEMMENO L'OMBRA.

Alle due email invece nn ho avuto proprio nessuna risposta.

Grazie mille

Fede

These are screenshots of the last chat conversation I had with the site yesterday.

Obviously no payment yet

Questi sono gli screenshot dell'ultima conversazione avuta ieri, in chat, con il sito.

Ovviamente nessun pagamento ancora

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Barbora (barbora.p@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite WinGaga Casino representative to join this conversation.

Dear WinGaga Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Fede2278,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Barbora