The player from Germany had her account closed by an online casino due to an alleged violation of the Terms and Conditions. The casino had claimed that she had used a third-party payment method to deposit funds, which she had denied. However, the casino had provided proof supporting their claim, which led to the initial rejection of her complaint. The case had been later reopened for further investigation. The player had been advised to lodge a complaint with the Curacao Antillephone Gaming Authority. After failing to respond to further queries, her complaint had been temporarily rejected again. However, the complaint had been reopened once more after she submitted a complaint to the Gaming Authority. The player had received a partial payment of €500 from the casino, but the remaining €3500 of her winnings were still in dispute. The case had been unresolved and was awaiting a decision from the regulator.
5Gringos Casino - Player’s account has been blocked.
Amount: €4,000
5Gringos Casino
Safety Index:HighUnjustified complaint
REJECTED
Case summary
Ladies and Gentlemen
on June 6th, 2023 my account was closed after verification due to point 9.1 of the General Terms and Conditions.
I have not breached any of these points, and am very upset about it!
To date, the casino has not given me any response and I am no longer getting any responses from customer service.
Can you please help me to get my payout from the remaining 4000 ?
Dear Jeanny13,
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.
Could you please advise how long ago you registered your account? Do I understand correctly that your account was blocked during the verification procedure?
Which games have you been playing (live casino games, slots, or sports betting)?
Were your winnings accumulated with or without an active bonus?
Please forward any relevant communication between you and the casino to veronika.l@casino.guru. Alternatively, you may post the screenshots here.
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
Hello,
thank you for taking my case. That really relieves me a lot!
The account was opened on March 9, 2023.
the verification was very tedious because numerous documents were required.
When I uploaded the last document (Jeton transaction history from 1.5-11.5) this was confirmed a short time later.
About 30 minutes later my account was closed. The live chat informed me that I should have violated the AGB 9.1.
However, only I used the account and did not violate any of these terms and conditions.
I was not given any evidence that I actually violated it. I don't even get any meaningful answers from the casino.
I was also not told what will happen to my credit balance. The casino told me I would get a statement via email. To date I have not received any response or comment from the site.
Mainly I only played the classic slot games and without using a bonus!
I have sent you all the information via email. It may take a few minutes to get everything!
Thanks and best regards!
Good Morning all!
The casino just paid me €500 to my Jeton E wallet. I didn't get a message.. only the confirmation of the payment!
With this in mind, I ask the casino to pay out the remaining balance of €3500!
My account is currently still closed.
Best regards!
Do you have any idea why the casino sent you €500? Was that your initial deposit or do you believe it is a part of your winnings?
Hello,
i don't know why i got this 500€… anyway my last deposit wasn't 500€
I asked in live chat, but as always I was told that my account was closed due to T&C violation 9.1.
I hope that it is my prize... but there are still 3500€ missing and I have not received another payment of 500€...
I urgently need your help.
Thank you very much, Jeanny13, 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, Jeanny13!
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!
Dear all,
Thank you for reaching out.
Please be informed that we sent an email to pavel.k@casino.guru. Looking forward for your reply!
Best regards,
Customer Support
Ladies and Gentlemen
Thank you for your reply.
Can you please send me all the evidence by email that I have been asking you for weeks?
Best regards!
Hello, Jeanny13!
Casino has provided us with the proof that you have used 3rd party payment method to deposit to the casino. They have paid you out 500€ and I was informed that this was the final payment. As frustrating as they can be, such rules are implemented in all casinos for a number of valid reasons, and they have all grounds not to pay out when these rules are breached. It is done mostly to prevent spreading fraud. Here, I must reject this complaint. I hope for your understanding.
Respectfully,
Pavel K
Casino Guru Team
We have reopened this complaint after internal discussion. We are going to investigate the issue further, so the request has been sent to the casino.
Ladies and Gentlemen
Thank you for reopening this request and wanting to help me.
please email me the proof provided by the casino.
Best regards
Dear Pavel,
We would like to inform you that we replied to your latest email.
Best regards,
Customer Support
Jeanny13, could you, please, send me the same bank statement that you have provided to the casino? My e-mail is pavel.k@casino.guru.
Hello,
which account statement?
from the bank, token or credit card?
Best regards
It would be the most useful, if you could send all financial statements that you have sent to the casino. Thank you!
Hello Pavel,
I sent you all the documents I sent to the casino.
The documents confirm the following:
- bank account
- Credit/Debit Card
- Chip Wallet
- Deposits
- payouts
- Proof of residence
Please take a look at this evidence and then give me feedback.
If you need more information please contact me and I will provide you with everything you visit.
Best regards
Thank you very much! I will let you know as soon as we will come to the reasonable solution!
Can you tell me what exactly I should have done wrong? Which payment method should I have used which should not belong to me ??
Good evening,
is there any news?
Best regards!
Hello,
I have replied to this email!
Best regards
Jeanny13, I have sent you the detailed response through the e-mail. Also, I would like to repeat the last part from it here: "The only last thing you can do and I recommend you to do it is to open a complaint with the Curacao Antillephone Gaming Authority. You can do so here: info@gaminglicences.com, certria@gaminglicences.com or complaints@gaminglicences.com." Please, let me know if you will be trying to lodge a complaint with them!
If you will have any questions - do not hesitate to ask me here, on my e-mail. I wish you the best of luck with this issue. Also, if you will have any problems with this or other casinos in the future - you can always use our Complaint Resolution Center. We will try our best!
Respectfully,
Pavel K
Casino Guru Team
Hello, I have replied to your email again.
Best regards
Hello, I have replied to you again.
Best regards
Jeanny13, have you decided if you want to lodge a complaint with the regulator?
Dear Jeanny13,
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.
We have reopened this complaint to let all relevant parties know that the player has submitted the complaint to the Gaming Authority. Therefore, I change the classification of this complaint. Thank you!
Dear Jeanny13,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.
Thank you!
5Gringos, can you confirm that you have not received any communication regarding this case from the regulator as well?
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
I never got an answer, I just want the money I won! How can it be that not even the supervisory authority has contacted me?!
Dear Pavel,
Thank you for reaching out.
We would like to inform you that the regulator reached out to us on 28.01.2024 and we provided them with our final reply on 19.02.2024. We haven't heard about this case from the regulator since.
Best regards,
Customer Support
Dear Casino, what is the answer? I would like to have proof that you were actually contacted by the supervisory authority.
I don't understand what the problem is, I have sent all the evidence and explained several times that it is a misunderstanding.
I would be happy to give you an affidavit regarding this case. I would like this problem to be resolved and my winnings to be paid out to me!
Please send me information on how we can solve this problem!
Best regards
Thank you 5Gringos! Could you, please, provide me with the regulator's decision? You can do so here or to my e-mail: pavel.k@casino.guru.
Dear Pavel,
Please be informed that we sent you an email to pavel.k@casino.guru.
Best regards,
Customer Support
Dear Casino,
Would you be willing to find a settlement where both sides could be satisfied?
A payout of €3,500 is available.
I would be willing to forgo the rest if they only pay me €2,000.
So I would think that both sides would be satisfied.
I look forward to your reply.
Best regards
Jeanny13, for now, I will close this complaint as unresolved and waiting for the regulator's decision. It will reopen automatically in three moths so we can learn if you have received a response. Please, abstain from filing reopen requests and further e-mails, there is nothing we can do to help you at the moment.
Dear Jeanny13,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.
I haven't received any response from the authorities!
How can it be that not even the supervisory authority does anything in this case and you are even ignored by them?!
Jeanny13, your complaint must have initially stayed rejected. We still have our position the same as when the complaint was rejected for the first time. Therefore, I will reject it now. Please, if you will receive regulator's decision, contact me or send the reopen request and I will then update the case. Until you receive the response, the complaint will stay rejected. Thank you!
