5Gringos Casino Review

9.0/10Safety Index Very high by Casino Guru

Doesn't accept players from Ohio

No Deposit Bonus:

Not available

Deposit Bonus:

Not available

Visit Casino

Show company details

Payment methods

Withdrawal limits

per month

€10,000

per day

€500

Owner Liernin Enterprises LTD

Established 2021

Estimated annual revenues

> $5,000,000

Licensing Authorities

Estonia

OverviewBonusesUser reviews33Safety Index explainedDiscussion1Payment methods6

5Gringos Casino Review

This review examines 5Gringos Casino, using our casino review methodology to determine its advantages and disadvantages by our independent team of expert casino reviewers. By evaluating the casino's licenses, Terms and Conditions, up-to-date player complaints, limits, customer support, and other key elements, our review team has classified the level of safety and fairness of the casino, categorizing it as either legit and safe, a possible scam, or falling in between.

The casino's Safety Index, a score indicating the safety and fairness of online casinos, has been determined through our analysis of these findings. A higher Safety Index decreases the probability of experiencing issues when playing or making a withdrawal. 5Gringos Casino has a Very high Safety Index of 9.0, making it one of the most secure and fair online casinos on the web, based on our evaluation criteria. Read our 5Gringos Casino review to discover more about this casino and decide whether it is a suitable option for you.

Fairness and safety of 5Gringos Casino

We calculate a casino's Safety Index based on an elaborate formula that takes into consideration a wide range of information that we have collected and assessed in our review. These involve the casino's estimated revenues, complaints from the players, T&Cs, blacklists, and so on.

In our review of 5Gringos Casino, we meticulously evaluated and analyzed the Terms and Conditions of 5Gringos Casino. We discovered some rules or clauses that were not to our liking, but on the whole, we find the T&Cs to be mostly fair. A rule that is unfair or predatory can possibly be used against players to excuse not paying out winnings to them. However, we found only minor issues in this casino when searching for unfair or predatory rules.

Considering our estimates and the factual data we have collected, 5Gringos Casino appears to be an average-sized online casino. It has a very low amount of restrained payouts in complaints from players, when we take its size into account (or has no player complaints listed). We consider both the casino's size and the number of player complaints and how they correlate, seeing as bigger casinos tend to receive more complaints due to the larger number of players.

As far as we are aware, no relevant casino blacklists mention 5Gringos Casino. If a casino is included on a blacklist such as our Casino Guru blacklist, this could hint that the casino has committed some kind of misconduct towards its customers. We urge players to keep this in mind when searching for an online casino to play at.

On the whole, also considering other contributing factors in our assessment, 5Gringos Casino has achieved a Safety Index of 9.0, which is classified as Very high. This casino can be considered an amazing option for most players since it fosters fairness and honesty in their treatment of customers.

Note: According to our records, 5Gringos Casino is related to 2 other online casinos. Due to the link between these casinos, we included the characteristics of related casinos in the calculation of Safety Index of 5Gringos Casino.

Terms and Conditions of 5Gringos Casino evaluated

When evaluating online casinos, we meticulously analyze each casino's Terms and Conditions with the aim to assess their fairness level. In T&Cs of many casinos, we come across certain clauses, which we perceive as unjust or overtly predatory. In some cases, these give the casino the possibility to justify withholding player winnings.

We found some questionable rules or clauses during our review, however, we consider the Terms and Conditions of 5Gringos Casino to be mostly fair.

Note: For more specifics regarding our findings from the T&Cs evaluation click here.

Player complaints submitted about 5Gringos Casino

Player complaints play an important part in our casino review methodology, as they give us a clear insight into issues experienced by players and casinos’ way of handling them. We take into account all complaints filed via our Complaint Resolution Center in addition to those we compile from other sources when examining each casino's safety and fairness.

We currently have 1 complaints directly about this casino in our database, as well as 2 complaints about other casinos related to it. Because of these complaints, we've given this casino 132 black points in total, out of which 102 come from related casinos. You can find more information about all of the complaints and black points in the 'Safety Index explained' part of this review.

5Gringos Casino user feedback and reviews evaluated

On Casino Guru, users can rate and review online casinos to voice their opinions, feedback, or experience. Based on these, we generate a total user feedback that varies between Terrible and Excellent.

The user satisfaction feedback of 5Gringos Casino shared by 33 users has resulted in a Bad User feedback score. You can find the reviews in the User reviews part of this page.

Note: It's important to note that user reviews may not always provide an objective reflection of the casino's quality. Instances exist where casinos write fake reviews to boost their user feedback score, while some dissatisfied players leave multiple negative reviews to tarnish the casino's reputation. Our best efforts are put into filtering these out and calculating an objectively accurate user feedback score; nonetheless, we do not include user feedback in our Safety Index calculation.

Licenses and company data

5Gringos Casino is owned by Estolio Limited and has estimated revenues exceeding $5,000,000 per year. Based on the revenues, we consider it to be a medium-sized online casino.

5Gringos Casino has been granted a gambling license in Estonia.

Payment methods, win and withdrawal limits

5Gringos Casino supports 6 payment options. This includes: Neteller, Skrill, VISA, Mastercard, Zimpler, Skrill 1-Tap.

There are often restrictions on how much money players can win or withdraw at online casinos. In many cases, these can be high enough not to affect most players, but some casinos do have win or withdrawal limits that can be quite limiting. That is the reason why we look for these while reviewing casinos. The following table provides details on the casino's win and withdrawal limits.

Withdrawal limits	Win limits
EUR 500 per day	No win limit
EUR 10,000 per month

Note: It is possible that not all payment methods listed above can be used for both deposits and withdrawals. Additionally, certain methods may only be available in some countries.

Languages and customer support options

To be able to guide players towards casinos with customer support and website in a language they understand, we examine the available options as part of our review process. You can find languages available at 5Gringos Casino in the table below.

Language	Website	Customer support	Live chat
Estonian

Contacting the casino's customer support is part of our review process, so that we know whether players have access to a good quality service. We believe customer support is very important as it provides assistance should you encounter any problems with registration at 5Gringos Casino, managing your account, withdrawals, or other matters. 5Gringos Casino has an average customer support, judging by the results of our testing.

5Gringos Casino slots and casino games

5Gringos Casino offers these types of casino games: Slots, Roulette, Blackjack, Video poker, Bingo, Baccarat, Jackpot games, Live games, Craps and dice, Keno, Scratch cards, Other card games, Virtual sports, Other games, Crash games, Live shows, Live baccarat, Live bingo, Live blackjack, Live dice games, Other live games, Live poker, Live roulette.

Casino games from 23 game providers are offered. This includes Nolimit City, Playtech, Apricot (Microgaming), Play'n GO, Evolution Gaming, Pragmatic Play, Yggdrasil Gaming, Thunderkick, Red Tiger Gaming, Big Time Gaming, Playson, ELK Studios, Push Gaming, Wazdan, PariPlay, Spinomenal, Tom Horn, Iron Dog Studio, Relax Gaming, Gameburger Studios, Oryx Gaming, Kalamba Games, Apollo Games.

5Gringos Casino bonus offers and codes

Bonuses for new and existing players are a way for online casinos to motivate the people to register and try their offer of games. Unfortunately, we currently do not have any bonus offers from 5Gringos Casino in our database.

Bonuses

No Deposit Bonus:

Not available

Deposit Bonus:

Not available

Payment methods

Withdrawal limits

per month

€10,000

per day

€500

Games

Show all

Slots

Roulette

Blackjack

No betting

Video poker

Bingo

Baccarat

Jackpot games

Live games

No poker

Craps and dice

Keno

Scratch cards

No eSports betting

Crash games

Language options

Estonian website

Only Estonian customer support

No live chat

Game providers

Show all (23)

Casino screenshots

Positives

Good selection of games
Interesting VIP program
Simple and clean website design
Live dealer games are available

Negatives

Live chat support is not available 24/7

Interesting facts

Small casino targeting Estonia
Players must be 21 or over
Maximum withdrawal limits on a deposit or deposit bonus are calculated based on the player's VIP level

Author: Natalia Jakoubek Last updated: 09 Sep 2025 Anything incorrect or missing? Let me know

5Gringos Casino bonuses

Browse all bonuses offered by 5Gringos Casino, including their no deposit bonus offers and first deposit welcome bonuses.

Casino Guru

We want players to understand gambling.

User reviews of 5Gringos Casino

This is a place to share experience with 5Gringos Casino. Read what other players wrote about it or write your own review and let everyone know about its positive and negative qualities based on your personal experience.

User feedback:

Bad

Rated by 33 users

Very positivePositiveNeutralNegativeVery negative

Do you have any experience with this casino?

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Casino Guru

We want players to understand gambling.

Septemberain

Bronze

Canada

• 3 months ago

Extremely slow payouts. Customer service reps give different excuses when you ask about your pending withdrawal.

I've been waiting 4 days now!

Plus, they push the waiting period to the weekend and then say they don't process weekends making you wait two extra days.

Slow payouts

vinidabahia

Silver

Brazil

• 3 months ago

It has a user-friendly layout, but there's no point in me writing about its advantages, as they don't seem to pay out winnings from bets.

Casino with a fun and friendly layout
Casino com um layout divetido e amigável
If you like to gamble without worrying about withdrawing your winnings, have fun.
Se vc gosta de apostar sem se preocular em sacar seus ganhos, divirta-se.

I'm still waiting for the first withdrawal, it's taking a long time and I'm starting to worry.
Ainda aguardando o primeiro saque, muita demora e já começo a me preocupar.
Never make a deposit in a casino before checking the comments of other gamblers...
Nunca façam depósitos em casinos antes de ver comentarios de outros apostadores...

RomanRayMan018

Bronze

Germany

• 4 months ago

I've been waiting for my payout since July 27th—over a week now. According to 5Gringos, it takes 3-5 business days, but so far, nothing has happened. I always get the same standard response in live chat: "The payout is being processed." Unfortunately, there's no real information or update on the status.

It feels like you're just being kept waiting. To me, that doesn't seem serious—especially when money is involved, customers shouldn't feel like they're being put off.

I hope that something will happen soon, but at the moment I cannot recommend 5Gringos from my experience

Fast deposit
Schnelle Einzahlung

No payout
Keine Auszahlung

ydecker0011

Bronze

Germany

• 4 months ago

The withdrawal process is way too long. While deposits can be processed in seconds, my withdrawal of €500 has now taken over a week. Support is just stalling. They keep saying everything is fine, but the withdrawal is delayed due to high transaction volume. However, the delays are now less than acceptable!

Bonuses
Boni
Many games
Viele Spiele

Payout takes far too long
Auszahlung dauert viel zu lange
Support not helpful.
Support nicht hilfreich.

soccer

Silver

Canada

• 9 months ago

No responsible gambling. I email them to close my account permanently a weak ago, still my account is open. Even after confirming them in the follow up email. When I chat with the costumer service, they said, sorry for the delay, they will expedite the process.

Even their partner casino. All my account is still open. They do not understand the meaning of responsible gambling. Still they have the high rating on casino guru.

Gamling

Bronze

Hungary

• 10 months ago

So after I got scammed by this casino twice (CasinoGuru helped me clear both cases and I thank you guys for that!!!), a third unpleasant experience happened.

The first two cases were about tournament winnings and roughly 2600 Euros altogether. They didn't want to credit the amount and when they finally did with the help of this forum, they added a x1 wager to both winnings, even though it was clearly stated in the tournament terms & conditions, that tournament winnings are withdrawable with no wager requirement.

As for the third experience: I initiated a withdrawal of 80 000 HUF (which is currently about 195-200 Euros) on the 21st of January because I still had some money on the site and still nothing. Useless customer support does nothing but apologize and asks me to be patient.

Never seen such a pathetic, disgusting site like this.

nothing

customer support are not actual human beings
it always takes at least a week to complete a withdrawal
not answering emails

Antonia1997

Gold

Greece

• 11 months ago

I don't know why it has so many negative comments, I had a good time and also the slots played very well with a good RTP and many games! Withdrawals are fast With a little patience!

Withdrawals ok
Αναλήψεις εντάξει
Bonus very nice
Μπόνους πολύ ωραία

A little slow service
Λίγο αργή εξυπηρέτηση
Bad Chat
Κακό Τσατ

meryliya2404

Bronze

Germany

• 1 year ago

I received an email yesterday saying that I would receive a 150% bonus with my next deposit. I then contacted customer service to check this again. The first person told me that I had already used the bonus 2 days ago, but that couldn't be true because I had only deposited there once and that was more than two days ago. He insisted until I sent him my transactions, then he said, OK, the bonus would be credited with the next deposit. No sooner said than done, I made the payment and contacted the next support employee, who then told me, yes, we can't give the bonus because you still have a withdrawal pending.
I don't understand why one person says this and another says that. And I'm sorry about what happened, but I can't buy anything from someone... never again

prank
Verarsche

drewwillow

Bronze

Australia

• 1 year ago

Very easy to deposit but don’t, ridiculous amount of time for withdrawal, I’ve been waiting 1 week and still no one can tell me when I will be paid , support can’t help they just say not our department , didn’t even take a bonus at deposit so should be straight forward payment and they won’t do it

No positive

Waited a week so far for a withdrawal and still can’t be told if and when I will be paid
Support just says not our department
Generic responses to my questions
They don’t pay up

Kallenen

Platinum

Finland

• 1 year ago

Quite stale experience, hate the chat service, basically they don't even know whats going on in their site. Bonuses are terrible and their terms very low tier.
VIP class is no different.
Basically they mislead you on some campaigns as well(15 % weekly cashback-3000, they don't really want you to have it).The site can have a common campaing that the chat is totally unaware of and claims constantly that there is no such thing even when a banner is flying just about the chat window DD Bonus terms are of c-class, would not play with bonuses at all, only hard deposit. Lack of games, and they put some companies in other companies directory (print studios is in Relax gaming). They have this shooting range and prizes for missions. The first mission is doable. The second is basically already highly unlikely you will ever get it. So its not worth playing for the prizes.

Only good thing is zimpler AKA. fast transactions, otherwise...

Low quality customer service(chat).
Lack of good bonus terms
poor prizes

Elvirek

Bronze

Greece

• 1 year ago

I can't say the casino is too bad, if you play and don't withdraw then everything is fine but as soon as you try to withdraw then the delays start. Small amounts are withdrawn quickly but once you try to withdraw more than 1k then wait for delays .

withdrawal delays
καθυστερήσεις ανάληψης

xaris-S

Silver

Curaçao

• 2 years ago

Stay away from this cazino if you are from Greece, the slots works extremely well with good rtp they let you withdraw once and then if you have a big win not 200-300euros they ask hairs and dna samples to verify you and impossible documents to have and government proofs just to make you waiting and waiting until you play your winnings ..

slots works good
good rtp

withdraw is impossible
if you are verify when you try to withdraw they come back to ask you impossible documents to have just to make you play the winnings

Anastpapand

Bronze

Greece

• 2 years ago

worst casino I've ever played withdrawals take over a week on purpose to tempt you to cancel and lose your money AWAY FROM THIS CASINO AND ITS BROTHERS

nickcrawl

Silver

Greece

• 2 years ago

Mediocre casino gives you a feeling of unreliability from the chat alone. Like all these small casinos that depending on their profits play to create problems for you. I've never made a withdrawal so far but I'm sure they take a long time.

All games without vpn
Όλα τα παιχνίδια χωρίς vpn

Every time you have bonuses you have to wait in the chat for them to give you.
Κάθε φορά που έχεις μπονους πρέπει να περιμένεις στο τσατ για να στο δώσουν.
It doesn't have a full screen on mobile and it's hard to press the buttons when playing on mobile
Δεν έχει πλήρη οθόνη στο κινητό κ δυσκολεύεσαι να πατήσεις τα κουμπιά όταν παίζεις στο κινητό
Game is stuck here 3 weeks in the bonus and won't open TThe problem is not solved
Παιχνίδι έχει κολλήσει εδώ κ 3 βδιαμδες στο μπόνους κ δεν ανοίξει ΤΤο πρόβλημα δεν λύθηκε

Madrid1398

Bronze

Germany

• 2 years ago

I like this website, they are have a lot of beautiful games, the most of favourite is gates of hades (the best one)
also here are good bonuses, and no problems for withdrawals

good support
a lot of games
i like design
fair casino

Rfx1991

Silver

Germany

• 2 years ago

The casino lures in emails with bonus offers of 150% for the next deposit. Then when I deposited money, I was told that the management decided that no bonus was available for me, no matter what emails I received. I will not be depositing any more money here and will delete my account. I would also not recommend anyone else to play here or any other casino in this family.

Large selection of games

Fraudulent bonus offers

petey987

Unregistered user

Canada

• 2 years ago

I made a $300 deposit and they didn't credit it. I sent several emails to support showing the confirmation that the funds did get sent to their banking info but they still refused to credit me my money.

Terrible customer support

MrWright

Unregistered user

Germany

• 2 years ago

Casinos that don't give out their money can only be rated as insufficient because the fast payout or payout at all is the core business!

Enough games I was looking for
Ausreichend Spiele die ich gesucht habe
High stakes, automatic
Hohe Einsätze, Automatik

I'm very angry again! As with many other casinos, nothing has happened for 5 days of withdrawal and it just says "Pending"! Verification still says "None required at the moment! Well, I'm curious what will happen in the next few days. I hate something so dubious that you always have to wait for the money. Really very mean. There shouldn't be anything like that!!
Ich bin schon wieder sehr wütend! Wie bei vielen anderen Casinos bereits seit 5 Tagen der Auszahlung passiert nichts und es zeigt nur "Ausstehend" an! Bei Verifikation steht noch "Im Moment keine erforderlich! Na ich bin mal gespannt was die nächsten Tage passiert. Ich hasse so etwas unseriöses das man immer auf das Geld warten muss. Echt sehr gemein. Sowas darf es nicht geben!!

Ulli88

Unregistered user

Germany

• 2 years ago

So as long as you don't request a payout, you could have the feeling that you're gambling away your money in a reputable casino... I've requested a payout of "only" 100 € as a test and have been waiting 4 days for processing, you get it in the chat always just the statement I should wait for an email from the finance department when it comes, whether in weeks or months, there is no answer, something like that doesn't work in my eyes. Fingers off!!!

Clawmaschine bonus with every deposit 1x daily.
Clawmaschine Bonus mit jeder Einzahlung 1x täglich.

Payout duration forever
Auszahlungsdauer ewig

alexandrostzev

Bronze

Greece

• 2 years ago

if you want a game in this company to give you a bonus, go to church and say your 5th prayer .. I've been playing for 3 days now and I haven't seen a bonus even for a joke. it's not the fault of those who are thieves, it's my fault for playing. stay away from this company. play only if you have money to throw away

Nice page

mattia

Bronze

Italy

• 2 years ago

I won they suspended my account and they don't want to pay me, TERRIFYING

unpaid winnings
vincita non pagata
meaningless excuses for not getting picked up
scuse senza senso per non farmi prelevare
fake and lying chat support
assistenza chat finta e bugiarda
they make fun of customers who loses peace who wins does not collect
prendono per i fondelli i clienti chi perde pace chi vince non preleva

GESSICA1969

Silver

Italy

• 2 years ago

I received the winnings but you closed the door in my face I would like to know why

reliable but too much bureaucracy
affidabile ma troppa burocrazia
customers are players who must have answers and in hello not everyone is competent
i clienti sono giocatori che devono avere delle risposte e in ciao non tutti sono competenti

after the win you closed my account yes you refunded everything but you don't give me an explanation
dopo la vincita mi avete chiuso il conto si mi avete rimborsato tutto ma non mi date una spiegazione

johndrav

Bronze

Greece

• 3 years ago

They dont pay out winnings ive been waiting 6 days for a withdraw with no information and i been told after 6 days that i should try again with another method and wait 3 more days.The only thing i was told was that my payment was cancelled(It took them 6 days to tell me this).Live chat agents never solve your problem and the only thing they are saying is wait a bit longer.Never playing at this casino again and i dont recommend anyone to do it.Theres plenty of better casinos that payout your winnings in less than half an hour!!

They dont pay out the winnings
Live chat agents are useless
Insanely large withdrawal time limits

psiatatidis

Silver

Greece

• 3 years ago

i reccoment not play in gringo , they sending messages in phones for about bonuses and free spins with a deposit and after your deposit they refuse everything with pathetic exuses like the management dont want to give you the bonus while this management has send you a message before an hour, is difficult to land a decent win and the withdraws are slow, at least i manage to withdraw and took back all the deposits i lost , i dont play there again , gringo casino of lies exuses they create issues for every player just to make players hard to win and withdraw.

a tricky casino sending fishy messages ands mails for bonuses just after the deposit to refuse them all
dont play there hard to win slow withdraw tricky enviroment

mescaline21

Bronze

Greece

• 3 years ago

This casino is a big scam, I made a deposit for a bonus and in the chat they told me that you can't get the bonus, it's a management decision. So for no reason. I put 0 because they are scammers.

Calogero54

Unregistered user

Italy

• 3 years ago

I have deposit and he does not let me play they kept me one afternoon taking all possible excuses and seeing that I could not play no jerk give me my deposit back because this is a scam because I have seen reporting to the Postal Police and I will also do it in social networks

Total zeroooo
Zeroooo totale

Anjali

Bronze

India

• 3 years ago

I like the casino, it has lots of promotions to choose from. My favorite is the weekly reload bonus for the 50 spins upon deposit.

Great promotions
Great support
Great design

High wagering requirements compared to other casinos

Heisenberg

Silver

Austria

• 3 years ago

Games keep crashing (no connection) Processing withdrawal also takes forever…. You can only cash out 500 per day, with some VIP level you can cash out more per day but never reached that. I played many hours but I always stayed at VIP level 1, it's very strange.

Payout 500 euros per day
Auszahlung 500 Euro pro Tag

Katmol

Unregistered user

Poland

• 4 years ago

Super casino where you can choose an avatar and get the bonus assigned to it. Nice idea for a theme, the game does not get boring, a lot of games to choose from. Everything works fine. I highly recommend this site.

Bonuses
Bonusy
Games
Gry
Graphics
Grafika

marcodoc81

Bronze

Greece

• 4 years ago

Super Cool Casino, you select your avatar during the registration ( each avatar gives you a different welcome bonus), then there is a kind of internal gamification, there are some achievements to complete the heist and get a final price, you can also exchange the coins to purchase bonuses or free spins, about games there are tons available, I didn't count it but for sure more than 50 gaming providers among the most famous, so far I like it! I recommend.

graphic
many games
gamification
lots of bonuses

Safety Index of 5Gringos Casino explained

Take a look at the explanation of factors that we consider when calculating the Safety Index rating of 5Gringos Casino. The Safety Index is the main metric we use to describe the trustworthiness, fairness, and quality of all online casinos in our database.

Safety Index:Very high9.0/10

Medium-sized casino, based on our research and estimates

We consider the casino's T&Cs to be mostly fair

Not found on any relevant casino blacklist

No player complaints or very low value of withheld winnings in complaints in relation to the casino's size

We also considered other factors, which had a neutral impact on the casino's Safety Index

The Safety Index of this casino was calculated based on our research and data collected by our casino review team. Learn more about casino review methodology

Has this casino done something unfair to you?

Submit a complaint

Unfair terms and conditions

Common bonus hunting strategies may be seen as a serious T&C violation
T&C copied from the casino's website (in Estonian):
Why we find the bolded part of the rule unfair
Read less
Read more
Low-risk play may lead to winnings being confiscated
T&C copied from the casino's website (in Estonian):
Why we find the bolded part of the rule unfair
Read less
Read more

Complaints about 5Gringos Casino and related casinos

(190)

190All1Opened3Unresolved64Resolved122Rejected

Complaints directly about 5Gringos Casino

Our verdict Case closed

Player’s withdrawals are delayed and unresolved.

The player from Germany had trouble withdrawing his winnings of €6000 from 5Gringos, as he had requested a withdrawal two weeks prior. While he had received some payouts, there had been no progress on the remaining withdrawals, and he suspected that the casino was deliberately withholding payments. The Complaints Team intervened by contacting the casino, which subsequently processed several withdrawals, ultimately resolving the issue. The player confirmed that all outstanding payments were received, and the complaint was marked as resolved.

Read moreRead less

Resolved Submitted: 10 Nov 2025

Disputed amount: €6,000

Our verdict Player stopped responding

Player’s account access is restricted.

The player from Italy faced an urgent access issue with his casino account after depositing 50€. Despite having attempted password resets and contacted support through various channels, he remained unable to log in and had not received assistance. He requested immediate access or a full refund. The Complaints Team was unable to proceed with further investigation due to the player's lack of response to inquiries and reminders, which resulted in the closure of the complaint.

Read moreRead less

Closed Submitted: 13 Oct 2025

Disputed amount: €48

Our verdict Player stopped responding

Player's withdrawals are being canceled.

The player from Italy faced issues with the casino continuously canceling his withdrawal requests of €500, citing problems with the payment processor. However, he confirmed with the processor that there were no issues on their end, and he was using the same payment method as his deposit. The Complaints Team reached out to the casino on the player's behalf, which stated that the cancellations were due to an unknown error with the payment service provider and requested that the player check with his bank. After a lack of response from the player to further inquiries, the Complaints Team closed the complaint, but the player retained the option to reopen it in the future.

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Closed Submitted: 12 Oct 2025

Disputed amount: €500

Our verdict Player stopped responding

Player's account closure request has been ignored.

The player from Australia submitted a complaint against 5Gringos Casino for ignoring his requests to permanently close his account due to gambling harm, which resulted in losses of $8,545 AUD after his closure request on July 29. He raised concerns about deliberate restrictions on accessing support and his balance, and he requested a refund for his deposits made after his initial request for account closure. The Complaints Team concluded that since the player did not explicitly mention gambling addiction in his communications with the casino, they were unable to assist with a refund of the lost deposits. The complaint was rejected due to the player's lack of response to follow-up inquiries.

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Closed Submitted: 03 Sep 2025

Disputed amount: A$8,545

Our verdict Case closed

Player believes that their withdrawal has been delayed.

The player from Brazil had requested a withdrawal less than two weeks prior to submitting their complaint. Their money had not been received yet. The complaint was resolved after the player was informed that withdrawal processing times could take several days or weeks, potentially due to KYC verification or high withdrawal volumes. After confirming that all necessary steps had been completed, the player marked the complaint as resolved.

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Resolved Submitted: 15 Aug 2025

Disputed amount: 700 R$

Our verdict Player stopped responding

Player’s winnings haven’t been received yet.

The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The complaint was closed due to the player's lack of response to inquiries and reminders from the Complaints Team. Despite the initial understanding of the situation, no further investigation could be conducted, and the case remained unresolved. The player retained the option to reopen the complaint in the future should they choose to resume communication.

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Closed Submitted: 08 Aug 2025

Disputed amount: €500

Our verdict Player stopped responding

Withdrawal of player's winnings has been delayed.

The player from Germany had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. We had communicated with the player regarding the usual processing time for withdrawals and had requested updates after the recommended period. However, due to a lack of response from the player to our inquiries, we were unable to proceed with further investigation and closed the complaint. The player retained the option to reopen the complaint in the future.

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Closed Submitted: 06 Aug 2025

Disputed amount: €200

Our verdict Case closed

Player is delayed in completing KYC.

The player from Germany faced difficulties completing the KYC process due to the casino's continuous rejection of his submitted proof of address documents. Despite providing bank statements and a rental contract, he was met with repeated generic replies asking for the same documents without any progress made. The issue was resolved when the casino verified his account after intervention from the Complaints Team. The player successfully received his winnings and confirmed the resolution of his complaint.

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Resolved Submitted: 04 Aug 2025

Disputed amount: €4,500

Our verdict Player stopped responding

Player’s withdrawal is delayed and under review.

The player from Ireland had been waiting for her €500 withdrawal for 7 weeks, initially starting the process without the need for verification. After several queries and sending all requested documentation, including ID and transaction proof, she had not received further communication and was still unable to withdraw her funds. The Complaints Team intervened, and the casino confirmed that her account was fully verified, lifting all restrictions. Following this, she was able to request her withdrawal, but further delays occurred. Ultimately, the casino processed the withdrawal, but due to a lack of response from the player, the complaint was closed.

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Closed Submitted: 18 Jul 2025

Disputed amount: €4,183

Our verdict Unjustified complaint

Player requests information on account status and ban.

The player from Germany sought clarification on whether he was banned from the casino's license, as he received no clear answers. He expressed concern about potential issues with winnings, withdrawals, and verification due to a lack of information from the casino. The Complaints Team noted that since the casino was not withholding any balance or blocking his account, they could not confront the casino regarding his concerns. Consequently, the complaint was closed as rejected, with a recommendation for him not to deposit if he had issues trusting the casino.

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Closed Submitted: 11 Jul 2025

Disputed amount: €10

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