5Gringos Casino - Player is experiencing issues with denied bonuses and delayed verification.

it's a lie, the whole group is from the casinos they have. I've made an account in 3-4 casinos they have and they told me that by decision of the management I won't get bonuses any time. I have all the details. I also wanted to do identification and they delayed me 1 month with excuses

Dear Paxidis,

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

Please understand, that we can’t penalize the casino for taking away your privilege of receiving further bonuses. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all. 

Casinos are not obligated to reward their players with bonuses and bonus privileges can be limited or revoked at any time without further notice.

Moreover, please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

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,

Kristina

Εχω στείλει έγγραφα που δνε έχει ούτε ο λογιστής μου και πάλι δεν τα δεχόντουσαν οι απαντήσεις που έπαιρνα ηταν ότι να ναι και αργούσαν παρα πολύ.επίσης είπα ότι θελω αυτοαποκλεισμο σε ολα τα καζίνο της soft2bet και αρνήθηκαν να μου το κάνουν κατι που ειναι παράνομο…

Thank you very much for your reply, Paxidis. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Δεν έχω το στιγμιότυπο οθόνης ηταν στην ζωντανή συνομιλία και πλέον δνε μπορω να μπω σε εκείνη το καζίνο αλλα μονο σε εκείνο στα αλλα της soft2bet μου επιτρέπεται κανονικά ενώ δεν θα έπρεπε γιατι ζήτησα αποκλεισμό απο ολα αυτής της εταιρίας συγκεκριμένα…

Could you please clarify how soft2bet relates to this casino? Did you request self-exclusion directly from 5Gringos Casino? Do I understand correctly that you no longer have access to your 5Gringos Casino account?

Έχω κανει λογαριασμό σε νέον54 5gringos sporttuna και σε ενα δυο ακόμα και ολα αυτα τα καζίνο μου απάντησαν ότι με απόφαση της διοίκησης δεν δικαιούστε κανενα μπόνους και πηρα την ιδια απάντηση απο αυτα τα καζίνο άρα η διοίκηση ειναι η ιδια

Unfortunately, casinos can exclude players from receiving bonuses and there is nothing we can do. We are not in a position to force casinos to give bonuses, nor can we penalize them for it.

Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint. Thank you for your understanding.

Dear Paxidis,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.