5Gringos Casino - Player complains that he didn’t receive bonus.

Dear Jan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you redeemed any, or the same bonus, from this casino in the past? What was the exact reason why a promotional offer couldn’t have been applied to your account?

Meanwhile, please understand, that we can’t penalize the casino for not giving you a bonus automatically.

Thank you in advance for your reply and I hope we will be able to help you as soon as possible.

Best regards,

Petronela

Not that the player is dissatisfied with the promotional offer with the casino just doesn't have anything resolved at all. They'll give you for example today. everything didn't work for me again but when I came back it was loaded there was another colleague and I had to write it all again and after the fifth and sixth it will stop entertaining you so write an email to their VIP department four days no one will contact you at all and then I will write you the same thing they wrote to you in the chat and you can write to them how long you want it to be done a hundred times that you bought free spins in the game in their shop that don't work at all that you bought a scarf for their shooting range that it also doesn't work at all and she doesn't care at all that you have a lot of money in it and they still make you the biggest jerk twice I've threatened complaints every time and then they finally paid me what they had and wanted me to catch up well he downloaded but now for the third time they don't want to talk to me at all and at the same time it's getting worse I spent four days today at their chat with them four days ago for some of their bonuses he didn't get 90% of them at all And the ones I got so they never work for me to write it to them so they don't care at all it's just a left casino you can't win there and it would be one of them there are more but they won't even give you what you promise before you deposit money so such a casino should close immediately

I already sent it by mistake, I just wanted to add that I was both on the phone and on the computer with both 20 free spins, and it didn't work for me on either device !!!

Especially when they just don't smell it anymore and don't want to talk to you about the problems on their part, they just cut you off from the chat completely normally ... And you just don't get to the chat at all until you calm down a bit and maybe in two or three watch it works for you again And I have everything filmed and I have proof of everything I will be happy to send it to you !!!

Please forward any supporting evidence to petronela.k@casino.guru.

Thank you very much, Jan, for providing all the necessary information via email. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Jan. 

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

I would be very happy and give them a good lesson so that they do not do it to other people ... yes ...

The first time I filed a complaint here about unpaid coins from the tournament (coins such as their currency in the shop), I asked me if I would withdraw my complaint, that they would pay me what they had and pay me CZK 5,000 with the condition of a single spin ...

So I withdrew the complaint, but in a week the same thing happened to me so I renewed it, but again they paid me exactly what they had 3000 CZK ...

But what happens to me there and the balls I give me the complaints happen to me every time I make any deposit for which I am entitled to their promotion it never works for me I always spend two days in a chat before I guess and if it wasn't for you and I couldn't threaten you so I wouldn't get to say anything and now nobody just communicates with me anymore, nobody talks to me and at the same time they have been holding back my money that I have in their different currencies (coins, Bullet to their shooting gallery, etc.) for 10 days and in their free spins but I can't use any of it, I've been writing it to them every day for 10 days if it wouldn't be good to exchange it for bonus money or another free spin or I don't know what to return to me what they owe me And the fact that I lost 15000 CZK to collect all those things, and now that I don't have them, I still have them unnecessarily, when I write to them, they don't care at all and they're not embarrassed at all and stupid, just turn off and chat and and again o d at the beginning and this way you will get 4 times so you will get rid of it and you would rather write a complaint here ...

I just wanted to say that they have already acknowledged their mistake twice and given what they had twice, thus clearly proving and confirming that they are just trying it and that it does not work for them in the casino as it should ...

And all the support of their vip manager knows 100%, and if I didn't have so much energy and I wasn't so annoyed by injustice, they would have long ago discouraged me from complaining or doing anything about it, so I hope that this unnecessary energy of mine will not be wasted for so many days in a row! !!

So I would demand compensation so that everything is fine as well as 7000 CZK (18 coins x 300 = 5400 and 1600 CZK for 10 days of constant writing on all sides and claiming my rights is, I think, perfectly fine ...)

10 coins for a bullet to a shooting gallery which doesn't work and 8 coins for 10 free spins to the game jammin jars which also doesn't work for me ...

CZK 300 as much as you have to endure so that one coin is loaded at your box office and in previous complaints the value of one coin to CZK 300 has been recognized several times by the casino without any problems because it is rather less ...

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’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Jan.

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

jozef.k@casino.guru