The player from Italy was highly dissatisfied with the promotional offer. After the casino provided us with the solution, to try to claim the achievement using a PC, the player was able to claim it. The complaint is resolved.
5Gringos Casino - Player complains that he didn’t receive bonus.
Amount: €350
5Gringos Casino
Safety Index:HighSafety Index
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8.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hi, I have a problem with a bonus that is not awarded due to problems I think and I hope of provaider,
It all started with the first deposit I selected the bonus but it is not processed ... It all started 2 months ago ... I unlocked various bonuses the only remaining now to get the bonus is called dynamite, second when requested by the bonus ( run the first access) as agreed, I clicked on play but the request is not processed ... So after a while I wrote in chat to understand why ... I have contacted 13 different operators through live support but I have not been helped not to mention the operators who did not know what a bonus it was ... And also who hung up the terminal before I finished solving the matter !!! zero ... Now I have read that my bonus request is valid for 96 hours and 24 hours have already passed I am afraid that the bonus will not be awarded ... I am level 3 which means that I have played large sums in the casino ... I have conversations and screenshots at your fingertips ... To validate my complaint request ... Please ask for help from you, I made a complaint with askgamblers less than 24 hours ago can I make another one? ... this is not the way of doing business ...
For doubts and questions I am at your disposal
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2 years ago
Dear Geo93,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you redeemed any bonus from this casino in the past? What was the exact reason why a promotional offer couldn’t have been applied to your account? Have you tried to communicate this issue with casino? If there’s any relevant communication, please forward it to petronela.k@casino.guru.
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
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2 years ago
Translation
Hi petronela,
She asks me:
Have you redeemed any bonuses from this casino in the past?
-I have redeemed more than one and never had a problem, weird ...
What was the exact reason why a promotional offer could not be applied to your account?
-I don't know ... I would like to know this answer too. I have contacted you about it
Have you tried to report this issue with the casino?
More than once .. I have sent you some communications by email
Thank you
Greetings,
Edited
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2 years ago
Thank you very much, Geo93, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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.
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2 years ago
Translation
Ok thanks Petronela ... I await your news, because even today on 20/06 they still manage to solve this bug
Best regards
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2 years ago
Hello, Geo93,
I am sorry to hear about your situation. 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 state the reason why the bonus has not been credited to the player's casino account yet? Are there any special Terms and Conditions that were not met? Are you able to look at the player's issue and in case of a technical issue, provide the player with the bonus despite the possible expiring of this bonus offer?
Thank you in advance for providing the information.
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2 years ago
Translation
Hello Branislav,
Did you hear any news on other channels?
I have contacted both the VIP assistance and the technical support but I have not received an answer regarding my problem only that they are working to solve it ... 10 days have passed since the first message in live chat where I explained the bug which occurred on 15/06 .
Now I would like to know if there are other ways to appeal / claim and in what way .... their behavior is not correct.
Best regards
Thank you
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2 years ago
Unfortunately, not yet.
I will extend the timer by another 7 days tomorrow and also will try to contact the casino again outside this open thread. If we do not receive any response and/or information from the casino until the second timer expires, then I would recommend that you contact the gaming authority that regulates the casino.
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2 years ago
Translation
Perfect Branislav,
I agree to wait another 7 days
Recalling that from June 15th that I forwarded the first complaint, seen and considered that .... I am waiting for your news and I will keep you updated on the implications of the matter
Thank you
Best regards
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2 years ago
We would like to ask 5Gringos Casino to reply to this complaint. 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’, which will have a negative impact on the casino's rating.
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2 years ago
Dear Customer,
Thank you for reaching out to us.
We are sorry to hear that you have faced issues when paying with us. We would like to assure you that we will do everything in our power to improve our services further.
We would like to kindly ask you to log in to your game account on our website by using a PC and then try to claim your achievement. In case it will still not work, please, let us know and provide a screenshot from a PC showing the issue.
Thank you in advance.
Best regards,
5Gringos.com
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2 years ago
Thank you for the update, 5Gringos Team.
Dear Geo93,
Can you please try to follow the instructions given above and let us know if it worked?
We are looking forward to hearing from you.
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2 years ago
Translation
Hello Branislav,
I finally solved it I'm very happy thank you very much ... To you and all the staff ...
Greetings
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2 years ago
Great news! Thank you, Geo93, for confirming and for using the Casino Guru complaint resolution centre. I am very glad your problem was successfully solved.
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.
Thank you too, 5Gringos Casino Team, for providing information and for your cooperation.
Best regards,
Branislav, Casino.guru
