5Bonuses Casino - Player’s withdrawal is delayed with no updates.

Dear Tooooony,

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. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

Dear Tooooony,

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.

Das Casino hat mittlerweile eine Woche nicht mehr erreichbar. noch die Partnerseite Betsolino. ich hatte als erste Einzahlung ein sehr hohen Bonus bekommen aber hab die Umsatzbedingungen erfüllt. Hab da in den Support geschrieben wegen der Verifizierung das hat auch geklappt, nachdem ich per E-Mail meine Dokumente weitergeleitet habe. Aber seitdem hab ich keine Antwort mehr bekommen außer vom Live Chat der mich immer wieder vertröstet hat.

Thank you very much, Tooooony, for your cooperation. 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.  

Hello there,

Thank you Tooooony 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 what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

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.

Ok ich nehme an das das Casino zu hohe Verluste gemacht hat, beziehungsweise den Auszahlung nicht mehr nachgekommen ist. Ich danke Ihnen auf jeden Fall für ihre Hilfe.

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