5Bonuses Casino - Player's account is blocked after attempting to withdraw winnings.

Hi,

Several weeks ago i ask this casino via chat and mail to close my account.

I never have a respons on that. So in my logic it was never closed. So i came on the site today and i can login so it was clearly not closed. So i deposit and win.

I want to withdrawl my winning but i cannot because my profile button does not open. So i open the chat how to update my profile. She says that i have to upload documents. I explain i cannot open that menu.

Then suddently she says; are you suprised?? Because several weeks ago you ask account clossure.

So i told it was not closed, i never get respons, and if it was closed i should never can make a deposit. Then they block me.

So, i want my winnings. My request is used against me. It was not closed, because i can play and suddently they closed it when i ask how to withdrawl!?

Dear Vasthi44,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 5Bonuses Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
• Did you specify any reason for account closure? When exactly did you request it?
• Have you accumulated your winnings with the help of a bonus?
• Was your deposit returned to you?

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,

Tomas

Hi

I send you 2 pictures , see mail.

I ask for clossure about last month orso, reason because i am little sensitive for addiction.

I never get my deposits back.

Also i read on there site that if the account is closed you cannot play and deposit. So they never closed it.

I never played with any kind of bonus.

Regards,

V.Lok

Thanks for your email.

I apologize but in your email, you haven't included any interaction you had with the casino regarding the issue.

Please send forward the requests you sent to the casino informing them about your gambling problems to my email at tomas@casino.guru

I apologize for the inconvenience.

Dear Vasthi44,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.