The player from Germany would like to pass the verification and withdraw their winnings. We rejected the complaint because the player didn't respond to our messages and questions.
5Gringos Casino - Player is trying to pass the verification.
Amount: €500
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
Player stopped responding
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Ladies and gentlemen,
I won 500 euros at the casino and I've been waiting for 2 days to get an email to submit my documents.
However, I still do not get a notification for submitting my documents.
Customer service is also clueless and doesn't answer questions properly.
Automatic translation:
Public
Public
2 years ago
Dear Klaus91,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please note, that some casinos process the first withdrawal or withdrawals of smaller amounts without verification.
Have you made any successful withdrawals before? Could you please clarify if you have already requested the withdrawal of €500? If yes, when exactly?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru, or alternatively, post it here.
I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
Public
Public
2 years ago
Translation
Hi Kristina,
I ordered it 3 days ago.
Since this is my first payout, I asked for the documents in the live chat. I was told there that I would be asked to upload the documents within a day. I didn't get that at all.
Questions regarding the payout could also give me no further information.
Automatic translation:
Public
Public
2 years ago
Thank you for your reply, Klaus91. As I said, the casino possibly doesn't need your documents yet. Let's give it the benefit of doubt and wait for a few more days. We usually give casinos 14 days to process a withdrawal.
I will set the timer for an additional one week, and if there is no development within this time frame, we will intervene. Please, keep us updated in the meantime.
