The player from Germany had completed a deposit and met the bonus requirements, but after requesting a withdrawal of €280, he discovered that his account had been suspended without clear reasons. Despite submitting his verification documents, the casino had not responded to his inquiries regarding the suspension or payout. The Complaints Team had attempted to engage the casino for clarification but received no response and ultimately marked the complaint as 'unresolved' due to the lack of cooperation.
5Bonuses Casino - Player’s account has been closed unexpectedly.
Black points: 44
Amount: €280
5Bonuses Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
1 month ago
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1 month ago
Translation
Hello,
On August 27, 2024, I made a deposit of €25. A 200% bonus was used, which had a maximum payout of 10 times the granted bonus (50€ x 10 = 500€).
After successfully meeting the bonus requirements, I made a withdrawal of €280 on August 28, 2024.
When I inquired about the verification process, Live Support provided me with an email address to which I should send my verification documents.
I complied with this request on the same day.
After that, nothing happened until the day before yesterday.
When I asked in the chat why I hadn't received either a verification confirmation or my payout, I was informed that my account had been suspended.
When I asked for the reason, I was sent a screenshot showing some insults.
I could not see any connection here.
My account is suspended and the casino is not responding to my emails.
Automatic translation:
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1 month ago
Dear todoppellic,
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 understand the whole situation completely.
- What reason did the casino give for suspending your account?
- Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@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.
Best regards,
Dominika
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1 month ago
Translation
The casino did not give me a reason for the closure. I was only sent a screenshot in the live chat, which was an excerpt from a chat history in which insults could be seen. But this excerpt definitely did not come from me. To be honest, I do not see any connection to my payout.
There is only this email in which I send my documents to the casino for verification. I personally have not received a single email from the casino.
Edited
Automatic translation:
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1 month ago
Dear todoppellic, thank you for the information provided.
- Do you have the screenshot or chat history, please?
- Is it correct that your account was suspended because of behavior in chat?
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1 month ago
Translation
Hello, as already mentioned, unfortunately I don't have any screenshots.
After the chat told me that my account was blocked, the chat was closed and I was logged out.
I can clearly answer the second question with yes. My account was definitely blocked because of my alleged "wrong" behavior. To this day I am not aware of what I am supposed to have done.
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1 month ago
Thank you very much, todoppellic, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.
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1 month ago
Hello there,
Thank you todoppellic for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask 5Bonuses Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.
Thank you!
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1 month ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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1 month ago
I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates under the Costa Rica license there isn't an official way to escalate the complaint further to the regulator.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Peter
