The player from Germany had discovered that her account was blocked while she had a balance of 1000 Euros and a pending payout of 500 Euros. After she regained access, her balance had been reduced to 200 Euros and her pending payout had been canceled without explanation. We had attempted to assist her by asking questions to better understand the situation. However, despite extending the response time, the player did not respond to our inquiries. Consequently, we were unable to investigate further and had to reject the complaint.
5Gringos Casino - Account blocked and funds confiscated.
Amount: €1,490
5Gringos Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
5 months ago
Public
Public
6 months ago
Translation
Hello,
I was just playing with a balance of about 1000 Euros and had a pending payout of 500 Euros. Suddenly, my account was blocked, and I no longer had access. I contacted customer support. Suddenly I had access again, but my balance had dwindled to 200 Euros and my pending payout had been cancelled! The direct support couldn't assist me and they are not responding to my email as well.
Automatic translation:
Public
Public
6 months ago
Dear Itsme85,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 5Gringos Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise whether you accepted any bonuses in the casino? If you did, could you advise which bonuses you accepted and played?
- Which games did you play in order to accumulate your balance? Have you received any emails from the casino since your initial message?
- Kindly send any communication and information i requested here or send it to my email at tomas@casino.guru
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
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