5Gringos Casino - Player’s account got closed.

I won 1790 euros and they closed my account because I made a deposit from a third party's card. However, this account is mine and I am a joint beneficiary of my sister's second name, that is. I send them the document and they say the account is fine. we made the withdrawal for you in 3 to 5 working days depending on the bank where the money will go. 11 working days have passed and the money has not yet arrived. I send them an e-mail and now they tell me that there is no money to withdraw because the account has been closed. while they sent me 2 times that they have made the deposit to the bank account. they are fooling me

Dear georgekotlitsas,

Thank you very much for submitting your complaint. I’m sorry about your problem. Please allow me to ask you a few questions to make sure I understand the situation properly.

Has your account been closed during the verification procedure?

Have you accumulated your winnings with or without a bonus?

Does your sister have an account in the casino as well?

Do I understand correctly that you are a legal co-owner of your sister’s payment card?

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,

Veronika

The account was closed because it showed my sister on the card as a first name and they thought it was not me on the card. and they closed my account as soon as I sent them the details they said ok everything we did the withdrawal. without bonus it was the winnings. no he doesn't have an account. yes, he has my second name on the card. we have this card together

Please forward any relevant communication between you and the casino to veronika.l@casino.guru. Alternatively, you may post the screenshots here.

Thank you for your emails. From the last screenshot you sent to me, it seems that the casino processed your withdrawal. Please let me know when you receive your winnings.

I replied to her in the email that you told me this 3 times but the money hasn't come yet. and I asked her how much you deposited? and she still didn't answer

Thank you very much, georgekotlitsas, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.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.

Thank you very much. without your help I don't know what I would do

Hello georgekotlitsas,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite 5Gringos Casino to join the conversation.

Dear 5Gringos Casino,

Can you please provide more information on why has the withdrawal not been received by the player yet?

Dear Customer,

Thank you for reaching out to us.

We have reviewed your request, and as per our assessment, we kindly request you to provide us with a document that clearly demonstrates the connection between your card and your bank account.

We have sent you an email requesting the aforementioned document. Please send it to support@5gringos.com.

We appreciate your cooperation in this matter.

Should you have any further inquiries, please feel free to contact us.

Best regards,

5gringos

here you go

Dear georgekotlitsas,

Can you please send again the "paper" where the IBAN of the account and your name are shown and the debit card corresponding to that account to the casino support team to support@5gringos.com so they can check that? Do you have any other evidence (account contract, debit card statement with your name, or similar) that can help you clearly determine that you are a joint holder of the account?

I sent it to them

Dear Customer,

Kindly provide us a "document" where we can clearly check that your card ending with *****8833 is connected to your bank account ending with *****3878.

Thank you for your understanding!

Sincerely,

5gringos

Let me see what else you will ask for? one doesn't do you the other doesn't. here

Thank you for the evidence, georgekotlitsas.

Dear 5Gringos Casino,

Is the provided evidence sufficient?

Now why don't you answer that the document is correct?give me the money to end this whole thing.since I'm totally legit what else do you want?

Dear Customer,

Thank you for providing the required document. We are glad to inform that your account has been verified successfully and the winnings have been re-credited to your gaming account.

Kindly be informed that the winnings can be withdrawn manually from our side as per your choice in accordance to the withdrawal limit.

Thank you for your understanding!

Sincerely,

5gringos

Send them yourself. It doesn't let me in, it says this

Thank you very much. incident resolved. thank you casino guru and you 5gringos

Dear Customer,

Thank you for your acknowledgement!

=================

Dear Michal,

Thank you too for your cooperation in resolving the matter.

Best Regards,

5gringos

Great news, georgekotlitsas. I'm glad to hear your verification was successful.

As the complainant confirmed that the issue was solved, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru