5Gringos Casino - Player experiences repeated withdrawal cancellations.

The first time I requested a withdrawal of €500.00, it kept getting cancelled. They told me I had to play it again in order to cash out. Now, I have made a request for €400.00 and they still keep cancelling it, saying there are problems with making international transfer or bank transfers, but it gets cancelled immediately. I don't understand how it works, if we deposit with Visa we should be able to cash out or it's like scamming people.

Dear valeg1,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

• Could you please advise if you have been informed about any alternative method to withdraw your winnings?
• Was your account verified successfully in the past?

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,

Petronela

They told me to make an international bank transfer or bank transfer but with both it was cancelled

Canceled in another. Time

Hi valeg1,

• Has your account been successfully verified in the past?
• Are there any alternative payment methods that would be available or acceptable to you? Have you attempted to request a different payment method for withdrawing your winnings from the casino?

Thank you.

Of course first visa card then bank transfer then international bank transfer now visa

I proposed the case to you and never had anyone verify it

Thank you very much, valeg1, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, valeg1!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Thank you

Dear Customer,

Thank you for reaching out to us.

We would like to inform that your withdrawal was successfully processed and there are no pending withdrawal available in your account.

Therefore, the case has been resolved from our side. We appreciate your patience!

Best Regards,

5Gringos

Thank you, 5Gringos!

valeg1, when you will receive your withdrawals, please, let us know!

Received, thank you

Dear valeg1,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system. 

I thank you for your cooperation and patience, 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.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team