The player from Germany could not request a withdrawal in his account for an unknown technical reason. Later, the player let us know that the issue has been resolved.
5Gringos Casino - Player can’t access his casino account.
Amount: €800
5Gringos Casino
Safety Index:HighSafety Index
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8.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
After winning €800 at 5gringo Casino (no bonus money but real money) I submitted a request for a payout
Then I got the information that my account needs to be verified. For this I uploaded all the necessary documents and the account was successfully verified after verification. That's when the problem started that my account stayed blocked. Paying out/depositing and also playing are no longer possible, error messages like account locked come up all the time!
I am asked to contact support or to explain the problem in live chat.
I've now felt like I've done it 100x:
The account is active, there is no problem.
They can't find a solution to my problem and the account is still blocked, so I can't even pay out the money.
I have written many emails to support with no success.
I should delete the browser history and also try cookies and on the PC again, then it should work, it says every time, but nothing works.
Now they block completely and I'm kicked out of the chat and the support doesn't even answer anymore!
Automatic translation:
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1 year ago
Dear tugbag,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few more questions before we proceed.
Do I understand correctly that the block you are experiencing is not intended to be enforced by the casino? Did you try to log in with different devices since the problem started? Could you advise if your casino balance is untouched? Did you ask casino support if it is possible to initiate your withdrawal manually?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Tomas
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1 year ago
Translation
Hello again,
I can log in normally.
When I'm logged in, no matter what I choose or request, the error message Account locked!
Yes, I tried it on another smartphone and also on the PC, also with incognito!
The balance is untouched!
Yes, I have already requested this twice manually because I was told I could do it, but the support does not respond to these emails at all!
Automatic translation:
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1 year ago
Could you clarify which deposit method you used and if it can be used for withdrawals? Please also forward any relevant communication between you and the casino to tomas@casino.guru. Alternatively, you can post it here.
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1 year ago
Translation
For the deposit I only used Giropay and for the payout I can use bank transfer and Mastercard, tried both.
I forward messages from support to your mail
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1 year ago
Thank you very much, tugbag, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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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1 year ago
Hello, tugbag,
I am sorry to hear about your situation, and I apologize for the delayed reply. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite 5Gringos Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear 5Gringos Casino Team,
Could you please provide us with an explanation of the player's issue? What should be done on the player's side to completely solve the problem?
Thank you in advance for providing the information.
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1 year ago
Translation
matter is settled!
complaint can be closed
Automatic translation:
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1 year ago
Great news, tugbag!
Thank you for your confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Best regards,
Branislav, Casino.guru
