Casino delays my verification and ignores me

I am writing to report that Wingaga has been unresponsive for several weeks regarding my verification despite me submitting multiple documents. On the 11th of December they emailed asking me to verify my account. In their email they stated that if I have difficulty uploading my documents to the casino I could email them instead.

I encountered some issues when trying to upload my documents so I followed Wingaga's instructions emailing photos my passport and proof of address directly to them (see attachment wingaga_1). Several weeks passed and there was no reply.

I decided that I would try uploading the documents directly to the website again. This time I successfully uploaded my passport. Following this I was prompted to complete an ID check on my phone camera which I did. After finishing these 2 tasks I saw that my proof of ID showed as verified. I still had to verify my address so I submitted an up to date proof of address. That has now been "under review" for weeks and no one seems to have looked at it. Attachment "Wingaga_2" shows the current status of my verification. That screen has not changed since I uploaded my documents.

Since then I have both emailed Wingaga and contacted their live support asking for updates. Their email support has never replied to a single one of those emails. Their live chat support apologised for the delay said that they will escalate the matter as "critical priority" but that has resulted in nothing. Wingaga's KYC team continuously ignore all attempts at communication. At this point I have both emailed my documents as advised by Wingaga and uploaded my documents directly onto the website. They have my passport and two different valid proofs of address that were both recent when I sent them.

I have a history of deposits and withdrawals at Wingaga and a substantial balance at the casino. When the verification request came through the withdrawal function was disabled. So in addition to being unable to verify my account, my funds are stuck at the casino. I understand that ID verification is necessary and important at online casinos. But I think this is something that should be done transparently, with proper communication and within a reasonable timeframe. Wingaga has failed to uphold any of these standards during my verification. Since they ignore all of my attempts at communication I felt I had no choice but to post a complaint here.

Thank you