The player from North Rhine-Westphalia had made a deposit via Sofort, met the wagering requirements, and won. However, the casino had not responded to messages or live chat for 10 days. The complaint was addressed by the Complaints Team, but despite repeated attempts to engage the casino, no cooperation was received. Consequently, the complaint was closed as 'unresolved', which may have negatively affected the casino's rating, and the player was informed that should the casino respond, the complaint could be reopened.
5Bonuses Casino - Player's withdrawal request is being deliberately delayed.
Black points: 130
Amount: €500
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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3 months ago
Translation
I made a deposit via Sofort. I won and met the wagering requirements. For 10 days now, no one has responded to my messages, and the live chat isn't working either. I believe there's intentional manipulation happening here.
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3 months ago
Dear Mika4040,
Thank you very much for submitting your complaint. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need more information. Could you please elaborate? Is this a complaint about delayed payment?
I will be patiently waiting for your reply.
Best regards,
Kristina
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3 months ago
Translation
It's about everything, in other words late payment, because since the Friday before last I haven't received any response from the casino to my withdrawal request or any emails. They don't respond. Live chat doesn't work, emails aren't answered and for over 10 days it says my withdrawal is supposedly being processed.
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3 months ago
Thank you for your reply, Mika4040. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.
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3 months ago
Translation
As already stated, I submitted the withdrawal request on July 12, 2024. The live chat does not work, or rather, after a few minutes you get a message asking you to leave your details and you will be contacted.
There is no response to email enquiries - and the payment has been marked "in progress" for two weeks now.
I have to admit regardless of how the case turns out- this casino is wrong
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3 months ago
Thank you for your reply, Mika4040. 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?
Thank you.
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3 months ago
Translation
Hello,
No, I have never made a withdrawal because I am a new customer here.
The live chat doesn't work on the website and I haven't received a response to my emails in three weeks.
Regarding KYC, I submitted the documents under my profile, but never received any feedback, because as previously mentioned, no one at this casino responds, neither via chat nor email.
I used the deposit bonus - read the terms and conditions beforehand to make sure I didn't play any prohibited games and met the sales requirements, which is why the balance is treated as real money!
On the website they advertise that they belong to the betsolino casino - which has the exact same design - here I wrote to the live chat - they just wrote a message saying that it is their turn to process the payouts. After that the chat is closed without comment.
The fact that you see it as normal that a casino deliberately doesn't respond to messages and cheats shows me that your reviews are not OK - there are definitely scammers here who deliberately don't respond until the player continues to gamble. I advise every player to definitely avoid the casinos 5bonuses and betsolino!
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2 months ago
Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
If the casino replied to you since your last message, please forward all the relevant communication to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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2 months ago
Translation
The casino doesn't respond to any inquiries! I haven't received a response yet. The live chat doesn't work!
Screenshot has been sent to the email address.
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2 months ago
Thank you very much, Mika4040, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@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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2 months ago
Hello, Mika4040!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
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2 months ago
Translation
Hello,
OK, I suspect they won't reach anyone, but let's just wait and see.
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2 months 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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2 months ago
Translation
The casino will not respond - because neither the live chat nor anything else about this casino is serious - they don't respond to anything!!!
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2 months ago
Hello, we are investigating and will inform the player once the investigation is complete
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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. I will close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change in the rating caused by unresolved complaints might 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. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.
Best regards,
Pavel K
Casino Guru Team
