The player from Germany, after successfully verifying their account, tried to cash out their winnings but was instead accused by the casino of fraudulent activities including allegedly using someone else's money, which resulted in an account block. The player denies these accusations as they used their own identity, device, and online bank for transactions. We ended up rejecting the complaint because the casino provided evidence supporting its claims.
5Gringos Casino - Player has been accused of fraud.
Amount: €1,000
5Gringos Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
23 hours ago
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1 year ago
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Hello dear Casino Guru Team
I have successfully verified myself with this casino and wanted to cash out
suddenly, the administration has blocked me accusing me of fraudulent actions
they claim that I have given my account to someone else or that I did not play with my own money
I have registered from my own device
I have deposited from my mobile phone through
my online bank
I have verified myself with my details and identity
THE CASINO CHEATS THEIR OWN PLAYERS WITH FALSE ACCUSATIONS
I AM FULLY CONVINCED THAT YOU WILL SOLVE THIS PROBLEM, PLEASE I NEED YOUR HELP
I CAN SHOW YOU ALL MY DOCUMENTS THAT I USED FOR THE VERIFICATION
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1 year ago
Dear Sabrina61,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that €1,000 is being held in your casino account? Have you accumulated your winnings with or without an active bonus?
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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1 year ago
Translation
Thank you very much for your reply, I really appreciate that. I would like to start off by saying that I am a sick person, I suffer from diabetes, so I appreciate that you will take my request fully first
I registered at 5GRINGOS Casino on August 4th, 2023
I deposited via my mobile phone with the online banking app, which I can prove
I played using my best friend's IP address because I don't have a good internet connection on my cell phone
I deposited €50 with 150% bonus up to €75
I played with my real money first
and i won with real money what i can prove is 200€ which i wanted to cash out first and then changed my mind to continue playing
I canceled the €75 bonus and was allowed to withdraw the money for real money, which I can prove is €200
As I said, I changed my mind and continued to play with this €200
First I wanted to withdraw 200€ yes but after this withdrawal request the casino started to treat me unfairly and to act fraudulently
it directly has problems with the payout
Given First the live chat staff said it's a technical error Happened we apologize for that
I should try to pay out the money again so said so done
exactly Where they wanted to pay me the money should I suddenly verify myself up to this point no verification was necessary
I ran out of patience, I canceled the €200 that was being paid out in my account and was lucky enough to win €1,000
I then decided to do so and decided to patiently withdraw the €1,000 and wait for verification
First I verified my identity and it was approved
second I verified my address it was also approved
Third, I was asked to upload a bank statement from 06/01/2023 to 08/08/2023 I did that
I uploaded the file as a PDF
I downloaded the file in my online banking app as a PDF FILE and uploaded the file as a PDF under my account during verification, just like I was asked to do
I reported it to the live chat they told me not to worry
i will get my payout soon
and the document will be verified and approved in no time
Please wait for confirmation from the finance department
The live chat checked my account beforehand and everything was ok. I received confirmation that I was allowed to play
I always ask in live chat beforehand if I can play with them just for my own safety I am registered on several casino sites under this license and administration my data and documents are the same I can show you several emails showing my email address where I have deposited and withdrawn and am registered
I can show you bank statements where I have won funds and lost funds under this license and administration with the same account number and bank connection of the casino
I would like to say that at the same time there was also a payout of €1000 in my account at 7Signs Casino
which I've been lucky enough to win in many different slots
I got the emails of 2 times 500€ to confirm the payout
I have also opened a 2 complaint so that the topic does not get confused
I deposited with 5 gringos in the same day and deposited with 7Signs in the same day
€50 at 5 GRINGOS CASINO
€50 at 7SIGNS CASINO
After I was blocked at 5GRINGOS on the grounds that I violated the terms and conditions, which I didn't do, I was blocked at their partner casino 7SIGNS at the same time
7 SIGNS could not tell me why I was blocked
and why i can no longer access their services i got all the conversations from live chat where even the staff were shocked why my account got banned
I would like to mention that I also have 1000€ in the payout at 7SIGNS
When I asked in live chat what would happen to my withdrawals, 7Signs Casino told me to verify myself first in order to be able to receive my withdrawal NO REASON WITHOUT REASON
when i asked how to verify because my account was blocked without any information and without a reason they said i should wait for an email from the tax authority for verification i have not received any email yet
Apart from that, no verification at 7SIGNS was necessary either. I received confirmation from several employees that I would receive the first payout on August 11th, 2023 and that no verification is currently necessary AND EXACTLY ON August 11th, 2023, both accounts were blocked
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1 year ago
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I saw that several players had the same problem
Especially with this license management to which these casinos belong
The players still got their winnings because it turned out that the players were right and didn't break any rules, just like me, I saw that several had the same problem and just as accused were not violating the terms and conditions what is inconsistent and the issue has at best been resolved here on Casino Guru
It's a technical error it must be a technical error I've only been playing in the real online casino for 1-2 months
I have to say that I have paid out winnings on this platform with this license in other casinos such as SG Casino or other casinos and my account was not blocked, I paid in exactly the same way and played exactly the way I always play, I can also prove that I played other casinos that belong to this license
How can it be that I am blocked for administration if I have previously paid money under this license to this administration and was not blocked
I've never had these problems
it must be a big misunderstanding
I therefore ask you to take the issue seriously and to act against it
THIS IS FRAUDULENT ACTION WHAT THE CASINO ACCUSES OF ME PLEASE DON'T ALLOW
OF COURSE I WILL DO EVERYTHING IN MY POWER TO GET MY WIN IT'S A TOTAL OF €2,000 from both casinos €1,000 at 5 gringos
€1,000 at 7SIGNS
That's not a little money, I didn't just accept it like that
I didn't do anything, I played normally like before
and I got lucky this time and won
Of course I've lost more than I've won, I've been playing regularly for a couple of months
And if I lost, I wasn't banned for no reason, so I was allowed to keep losing without being banned for a fraudulent reason
I can also prove lost funds under this license with the same administration the funds I lost were transferred to the same bank account
This is absolutely ridiculous
I firmly believe that this is a huge misunderstanding
I have to do this with them because the casinos don't answer me
I'm the last person to complain if they weren't right I 100% didn't do anything wrong I can prove everything
Nobody should put up with that after all, it's a total of €2,000 at stake here
Therefore, I vehemently reject any allegations of fraud and manipulation raised by 5gringos against me and my account in the online casino. The official documents presented to verify my person, as well as the deposit history in the casino (which can be taken from the bank documents from the last 3 months), show the identification and authenticity of my person, so that no allegations of fraud can be made in the room. The justification for closing my account is therefore unacceptable from my side.
I don't know why I should have violated the terms and conditions of 5gringo. I have verified myself with the data that I entered when registering at your casino and are identical to these. I'm a hobby player who finally got lucky, who works without any system or something similar.
I bought the device, the MacBook, from my best friend's husband, but they are no longer together, they live separately, he still owes me a lot of money, which I have to get from you, the 50+50€ transfer is from my best friend's husband, himself no longer lives with her he also owes my best friend a lot of money my best friend has nothing to do with it and doesn't want to have anything to do with it either
It doesn't change the fact that I'm still a single person. With your own residential & registration address, bank account and own identity, which I have shown and proven with official documents
You are also welcome to contact me via skype video call and verify my identity I have no problem with that I have nothing to hide I have done nothing wrong myself and I can prove that 100%
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1 year ago
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PLEASE READ MY CONCERN I AM AWARE THAT I HAVE WRITED A LOT
BUT THE ONLY WAY YOU CAN UNDERSTAND IT I THANK YOU FROM THE WHOLE HEART THANK YOU THANK YOU FOR HELPING ME I TRUST YOU
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1 year ago
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I would like to warn any player to play here this administration is by far the biggest casino that will cheat and lie to you
I recorded several conversations where you can clearly see how the casino lies and cheats their customers
they say the administration blocked me without saying a reason
they don't reply to emails
they are verified and blocked anyway
I have registered in many different casinos that belong to this administration
if they lose they can keep playing
if they win they will be banned for several reasons
I still get offers to play from the administration that belongs to these casinos
I get emails every day that I should deposit money but the administration blocks me
they will be verified but blocked anyway
I ask all players please do not play here you will only get problems
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1 year ago
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DEAR CASINO GURU TEAM
I would like to point this out and inform you
FOR MY OWN SAFETY ONLY
I have recorded several pieces of evidence of their complaints belonging to other players
FOR MY OWN SAFETY ONLY
I have seen that the complaints are always mainly about the same administration and license
AS IN MY CASE
In their other complaints, some of the players confirm that the complaint violated the T&Cs
because they used funds from another bank account
because they use the same IP address
because they were several people who registered
they got theirs anyway
Dear Casino Guru Team, I have read through all the evidence and complaints that led to the subject account suspension
they have always done an excellent job of handling and correcting these problems
I haven't done any of these things myself
i played on my best friend's ip address i played on devices i bought i only created accounts on my data i only played with funds that belong to me
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1 year ago
Thank you very much for your reply, Sabrina61. Could you please forward all the relevant communication between you and the casino in which they accused you or breaching the T&Cs to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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1 year ago
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Dear Kristina, I have already explained everything here
I have not received any more detailed information from the casino
if you would be so kind and read everything i wrote you would understand and see how i explained my situation
Dear Kristina, I have also written you several emails
please read all my messages here in the complaint first
why didn't you already do that dear Kristina
Thank you
Kind regards, Sarina H***
Edited by a Casino Guru admin
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1 year ago
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Please start reading my complaint from above, I know I've written a lot
I told everything that happened
please read my complaint properly
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1 year ago
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Please start reading my complaint from above, I know I've written a lot
I told everything that happened
please read my complaint properly
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1 year ago
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Dear Casino Guru Team, I expect an answer from you as soon as possible. Kind regards, Sarina Heuer
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1 year ago
Thank you very much, Sabrina61, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@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
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Thank you, I see that Thomas is taking care of my complaint
That's great
dear Thomas no matter what you need please let me know I can provide you with everything
conversations from
live chat
Evidence of won funds belonging to the same administration
Deposits
Payouts that also belong to the same administration
my identity my address my bank statement
please let me know
and she, too, dear Thomas
please read my complaint carefully so you understand thank you
Yours sincerely, Sarina Heuer
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1 year ago
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Dear Casino Guru Team, dear Thomas, can you please reply
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1 year ago
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dear Tomas dear Casino Guru Team it's been 3 days and I haven't received any feedback from you
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1 year ago
Hello Sabrina61,
I've just reviewed your case and am very sorry that you came across such an issue. In order to help you resolve the problem, I will contact the casino.
I'd like to invite 5Gringos Casino to join this conversation and participate in the investigation.
Could you kindly explain the reason for blocking the player's account and withholding their winnings?
Thank you.
Regards,
Tomas
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1 year ago
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dear Tomas dear Casino Guru team
I would like to remind you of this and draw your attention to it again
I didn't break any rules
I have deposited and withdrawn funds under this license and under this administration in casinos belonging to this same administration RAPIDI NV
I have evidence showing that the funds deposited were deposited into the casino's bank account
I have evidence showing that funds were paid out by the same company and administration
the bank connection is the same
it makes no sense at all to get banned i have played at several casinos owned by this company like 5gringos
I was successfully verified for this
I played with my own money through my own bank account
I played about my own identity
I played on devices I bought myself
I played using my best friend's ip address because I don't have fast and good internet on my cell phone myself
Apart from this
I've seen enough complaints of multiple players having the same management issue
I have all the evidence that can prove that I did not cheat or anything else
so I insist that I want my winnings paid out
I have evidence from other cases filed with you as a complaint
several situation with the same problem and the players always got their winnings please help me get my winnings too
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1 year ago
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Dear Casino Guru team
PLEASE READ MY STATEMENT HERE IN THE TEXT
SG CASINO and PLAYZILLA Casino belong to the same administration
they are registered under the same number and belong to Rapidi NV
I've been to both of these casinos
SG CASINO PLAYZILLA CASINO
monies paid out
I can prove this to you via email and bank statement I have withdrawn and my player accounts have not been suspended
the funds and my account have been verified by administration and the funds have been successfully withdrawn
As I said, I can prove that to you, I have the email confirmations and the bank statements that show that I have received funds from the administration
before a payout is made, the administration and finance department checks the account my account has been checked several times and I have never had these problems
I played the same as here I played using my own identity I played my best friend using the IP address over the network I played using my own devices that I bought
so I can't understand this situation at all
You may not keep my winnings there is no reason to do so I have all the evidence to show that I have previously received any monies paid out under this license and administration
LOVE 5GRINGOS CASINO
How is it possible that I am blocked first with you and then at the same time in all other casinos that belong to your administration, although I have never had this problem and my accounts have always been checked by the administration
if not why did they pay me money why did the administration pay me money why did the administration never ban me from other casinos that belong to their administration before
what is your problem with me what have i done that you treat me like that
they are not allowed to do that, they do me an injustice and I can prove everything
I recorded all live chat conversations saying I was verified my identity was approved my proof of address was approved
they told me to wait for my payout
I shouldn't worry
then i just got banned
their employees themselves cannot understand why I was banned
this is a huge mistake I ask you to solve this misunderstanding
Sincerely, Sarina
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1 year ago
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I got the results from 7SIGNS CASINO
my accounts have been blocked because I received money into my bank account from a person who was previously or is still playing at their casinos
The person who sent me the money still owes me money
I am currently still getting money from the person under debt
I am not aware that the person is playing or has played with you
I deposited money with my money through my bank account
I can't be punished for that
I have seen complaints of people with 14 other people in a household registering and playing and getting their winnings
I have seen people here in the Casino Guru complaint who deposited at this casino through a third party and got their winnings
I didn't do anything like that, I played with my money what belongs to me
I deposited money into my bank account with my money
and my complaint was rejected by Casino Guru
I have shown you several proofs of how I am being scammed and lied to
they ignored everything and agreed with the casino
this is amazing what is going on they work with casinos they don't want to help me even though they have seen multiple proofs
It's totally unfair how they treat me
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1 year ago
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CASINO GURU PLEASE TAKE MY CONCERN SERIOUSLY
I DEPOSTED WITH MY MONEY WHAT WAS IN MY BANK ACCOUNT
I STILL RECEIVE MONEY FROM THE PERSON
THIS PERSON STILL OWES ME MONEY CURRENTLY
I DEPOSTED MONEY THROUGH MY BANK ACCOUNT
I HAVE RECEIVED SEVERAL TRANSFERS FROM THIS PERSON
I DON'T KNOW THAT THIS PERSON IS PLAYING OR HAS PLAYED WITH YOU
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1 year ago
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THERE ARE OVER 1000 ONLINE CASINOS
HOW CAN I KNOW SOMETHING LIKE THAT?
EACH OF MY FRIENDS PLAY IN ONLINE CASINOS
I DEPOSTED AND PLAYED WITH MY MONEY THAT WAS IN MY BANK ACCOUNT
THERE ARE OVER 6 billion people in the world, how do casinos know that it is the person who transferred the money to me?
Besides, they shouldn't care that the person owes me money and the person counts the money back to me
What is your interest? Who do I get money into my bank account from? I get it into my bank account. I deposit money from my bank account
I play in several casinos and always deposit different amounts of money
I always pay with my money or with accounts that belong to me and can be seen on my official data
What is that? How can something like that be possible that I'm banned because of something like that and my winnings aren't counted?
I did not deposit via a third party I deposited money myself via my bank account I asked the person to transfer me money because the person owes me money I didn’t want to go to the bank and deposit money I was already in bed and the person did transferred money to me
as I have already told you several times
I have not always received money from the person and deposited it in a casino
you can see everything in my bank statements
PURPOSE OF USE INDICATES THAT THE PERSON OWES ME MONEY
YOU CAN SEE IT IN MY STATEMENTS I CAN SHOW YOU MY STATEMENTS
BUT PLEASE DO NOT IGNORE THIS CASE I HAVE DONE NOTHING TO BLOCK ME FOR I HAVE SHOWN YOU SEVERAL EVIDENCE IF YOU WANT ACCOUNT STATEMENTS PLEASE LET ME KNOW
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1 year ago
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Dear Tomas, you are my last hope
My complaint about 7 SIGNS CASINO was rejected by their colleagues
Because the casino proved that I allegedly received money from a friend
which is blocked in these casinos
I would like to explain it to you again
I deposited money from my bank account
The money is in my possession
The person who transferred money to me still owes me money
I can show you all the bank statements and you can see that the purpose shows DEBT
The person pays the money he received from me back into my bank account
Nobody should care what I do with my money
The money belongs to me and is in my bank account
How can I get banned for something like this
How can you let me lose my complaint because of something like that
I was not aware or aware that the person also plays in these casinos
I am aware that many of my friends play in online casinos but I don't know which casinos
I'm not interested in that either
I have about my identity
through my bank account
deposited with my money
I ask you to clear up this misunderstanding
I have shown several proofs of this in conversations from live chat
You can see everything
If you want bank statements no problem please let me know and I will send you my bank statements so you can see that I am speaking the truth
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1 year ago
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I apologize to the casinos, I did not make a mistake on purpose
I wasn't aware of anything like that
the person owes me money and nothing more
It wouldn't be too much to ask if the casino would turn a blind eye and pay me my winnings
I have not committed any crimes
Please I am very dependent on the money
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1 year ago
Dear Sabrina61,
I understand your frustration, and I have already contacted the casino regarding the matter. We should be hearing from them soon, so please refrain from repeating the same information on the thread. Everything has been explained in detail, so let's remain calm and wait for the casino to respond. Rest assured, I will do my best to ensure a successful resolution to this case.
Thank you.
Kind regards,
Tomas
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1 year ago
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Thank you very much Tomas, I thank you very much
I'm just shocked
and I am very dependent on the money. I really thank you, thank you very much
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1 year ago
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Here are the account statements as a PDF FILE
as you can see I already had over 200 euros in my bank account
Before the person transferred money to me, I already had over 200 euros in my bank account
the person didn't transfer it to me so that I could deposit in these casinos the person transferred it to me because the person owes me money
Now how can you know what money I deposited with?
I also had money in my bank account more than 200 euros
you can see it in my bank statements
you can also see that the person paid me back money with SUBJECT debt
and if I knew where that would cause problems, I wouldn't have paid in
But like I said, I gambled with my money
and you can see that I previously had money in my bank account. Over 200 euros of goods were transferred to my bank account without the person transferring them
and I did not do such a thing intentionally or fraudulently
I didn't know that the person played with them or was blocked
That doesn't interest me either
I played with my money through my bank account through my identity
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1 year ago
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Dear Tomas, I sent you the PDF file in the email. Please check the files
you will see that I gambled with my own money and that I didn't do anything wrong
Thank you very much, kind regards Sarina
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1 year ago
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5 GRINGOS CASINO
JUST BECAUSE A PERSON IS BANNED WITH YOU AND OBLUES TO ME
DOESN'T MEAN I CAN'T PLAY WITH YOU
I AM NOT THAT PERSON
THIS PERSON DOESN'T HAVE MY NAME
THIS PERSON IS NOT A PART OF MY FAMILY
THIS PERSON DOES NOT LIVE WITH ME
IS THAT MY BUSINESS
I play about my identity with my official data with my money through my bank account
there is no such rule
they can't punish me for it
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1 year ago
Dear Sabrina61,
Please avoid flooding the thread. This will make it difficult to investigate. Let us proceed gradually and wait for the casino to respond first.
Thank you once again.
Kind regards,
Tomas
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1 year ago
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Dear Tomas, dear Casino Guru Team, I would just like to point out what a misunderstanding caused me to be blocked
I am blocked because a person who does not live with me or has my legal name is blocked in one of these casinos
I get blocked for this because the person owes me money and they can see it in my bank statements
I also had money in my bank account with what I deposited
Please understand this situation, it is not normal
What am I being accused of here?
I have presented all the evidence
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1 year ago
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That's not my fault
the person owes me money
How can I know that the person is blocked from you?
I had money in my bank account myself without the person transferring it
They can't punish me for another person who is blocked by them
I play with my own money
about my own identity
through my bank account
I showed them all the evidence, all the emails, all the bank statements, all the conversations
all official documents about me and myself
what can I do for it please
Is that my business
I have nothing to do with it
I am very dependent on money
I have to buy my child school supplies
I have a family that I have to take care of right now everything is expensive and I'm not in the financial situation
To buy everything I need
I took the risk, I was lucky and I won
I'm in big trouble
the casino is putting me in a lot of trouble, I need the money very urgently
this is a serious topic
please help me finally
I cry every day I write every day
I can't do it anymore I need your help please help me I want to get my winnings I haven't done anything wrong
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1 year ago
Dear all,
Thank you for reaching out.
Please be informed that we sent an email to tomas.k@casino.guru. Looking forward for your reply!
Best regards,
Customer Support
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1 year ago
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Dear Casino Guru Team, dear Tomas, please note the documents I sent you and please note my complaint
please check my bank statements
The casino will again show proof that I received money into my bank account from a person who is blocked at these casinos
You can see in my official documents that I have nothing to do with this person
This person owes me money and they can see that on my bank statement
I shouldn't be punished for something I didn't do
I am not that person and I have confirmed this to them and the casino several times with my official documents
please check my request properly
please check the bank statements
You can see that I had money in my bank account myself
Please check this properly before coming to a decision
I didn't do anything wrong
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1 year ago
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dear Tomas, dear Casino Guru Team, the casino has replied
please examine all the attached documents that I sent you in the email
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1 year ago
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I showed them bank statements the proof that I gambled with my money I'm not the person banned in these casinos
I can't be banned because of someone who owes me money
I had money in my bank account myself you can see it in my bank statement I also showed you the bank statements for the last 3 months
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1 year ago
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and I am not aware that the person has also played in these casinos
even if the person did it
I have nothing to do with that
I played with my money with my identity with my official documents I have nothing to do with this person
i don't live with the person
the person is not my family
the person only owes me money
and the person pays the money back to me and you can see that under my bank statement
the files are original as a PDF file this is my bank my official documents
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1 year ago
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dear 7StarsPartners
I would like to draw your attention to the fact that I have received several payouts in your partner casinos
I have never had any problems with their casinos nor have I ever been banned
I ask you to solve this misunderstanding
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1 year ago
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Therefore, I vehemently reject any allegations of fraud and manipulation made by 5gringos against me and my account in the online casino. The official documents presented to check my person, as well as the deposit history in the casino (which can be taken from the last 3 months of bank documents), show the identification and authenticity of me, so that no allegations of fraud can be made. The justification for closing my account is therefore unacceptable on my part.
I HAVE
RECEIVE MULTIPLE PAYOUTS
DEPOSITS AND WITHDRAWINGS CONFIRMED BY THE SAME ADMINISTRATION
EVIDENCE SUBMITTED
ACCOUNT STATEMENTS PROVIDED
IDENTITY CONFIRMED
ADDRESS CONFIRMED
I DID EVERYTHING
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1 year ago
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Estolio Limited belongs to the administration that belongs to these casinos
I have received several payouts from Estolio Limited
I made several deposits to Estolio Limited
you can see it in my bank statements
that is the bank of these casinos
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1 year ago
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DEAR TOMAS
I can see that they are online
I can see that they are busy and have many other cases to take care of
I'm really sorry and I can only apologize
but please let us find a common solution
I showed them all the bank statements confirming that I played with my money
the bank statements confirm that the person owes me money
The bank statements confirm that I have not committed any fraud
please dear Tomas I really need your help CASINO GURU PLEASE
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1 year ago
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VERY IMPORTANT
You must understand that this situation was not an agreement with the deposit in the casino
You have to understand that at that time I had over €200 in my bank account
They need to understand that the person owes me money
They have to understand that I can do whatever I want with funds that are in my bank account
You must understand that on this day of deposit I had more than 300€ in my bank account 100€ I received from the person 50 plus 50
I had more than €200 in my account on that day of deposits
Now how do you know what money I used, that doesn't make any sense
All funds in my bank account belong to me
It is my responsibility to decide what I can do with the money that is in my bank account
They are not allowed to decide about the funds that are in my bank account, they are not interested in who transfers money to me, that is privacy. They are allowed to see my bank statement, but they are not allowed to ask me about my bank account. Even my bank is not allowed to do that because it is my personal official bank account
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1 year ago
Translation
You would be right in your suspicions
if there was no money in my bank account and the person would transfer money to me
but at that time before i received the money from the person
I had more than €200 in my bank account
so they can't punish me for something like that
it wasn't intentional
there was no agreement with the person
I understand your terms and conditions but you must not interfere in my private life
they don't care who sends me money and who doesn't
All funds in my bank account are my property and I can do whatever I want with them
you don't have the right to ask me why i received these funds in my bank account this is privacy
I don't ask them how much money they have or who gave them all the money
I deposited money from my bank account and you received the money in your bank account. You saw my official documents
They saw that the bank is in my legal name. They saw the confirmation. They shouldn't be interested in anything more than that
it's privacy
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1 year ago
Translation
You can't blame me for the money I used, I had more than €300 in my bank account just because I received €100 at that time from a person who was supposedly blocked by you, which I have no information about, it's not my fault
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1 year ago
Dear Sabrina61,
I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - using and depositing funds from a person who had their account self-excluded a year ago. This is strictly prohibited and the casino has acted in accordance with its terms and conditions in this case so I am afraid there is nothing more that can be achieved.
Sorry, we were not able to help you with this one, but 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.
If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.
Thank you very much, 5Gringos Casino, for providing information and for your cooperation.
Best regards,
Tomas
