The player from Greece had requested a withdrawal less than two weeks prior to submitting his complaint. The payment hadn't been processed at that time. We had advised the player to be patient as withdrawals could often take a couple of days or even weeks to get fully processed. We also informed him that this delay could have been due to unfinished KYC verification or a high volume of withdrawal requests. The player later confirmed that his issue had been resolved. We then marked the complaint as resolved in our system.
5Gringos Casino - Player claims that payment has been delayed.
Amount: €761
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
Public
Public
1 year ago
Translation
I've been waiting for 2 withdrawals; one was canceled and I was told to redo it. After many attempts and assurances that I would be paid, I received this today. I take screenshots, show them, and they've kicked me out as if they've banned me. Please do something.
Automatic translation:
Public
Public
1 year ago
Dear Dimizafei1,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Public
Public
1 year ago
Dear Dimizafei1,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
