5Gringos Casino - Player’s account was blocked.

Ciao mi chiamo pietro una settimana fa trovo online questo casino (5gringos) con una grafica mozzafiato mi ci appassiono subito e deposito 400 euro con la mia revolut, gioco alle slot (esattamente alla book of fallen) e vinco quasi 500 euro piu perdo 300 euro alla roulette vinco dinuovo un po alle slot e successivamente decido di prelevare, prelevo quindi 500 euro e dopo qualche giorno mi arrivano successivamente mi ritrovo dopo aver provato altri giochi con 475 euro sul mio conto 5 gringos e decido di prelevarli, effettuo il prelievo e dopo un giorno mi arriva un email con una lista infinita di motivazioni apparenti con le quali il casino non ha intenzione di pagarmi, chiedo spiegazioni e non mi viene piu detto nulla i soldi sono spariti e il mio conto è ormai inaccessibile, uno scam bello e buono, io non ho fatto nulla mi sono limitato a giocare alle slot provare la roulette e apprezzare la meravigliosa grafica del sito senza neanche utilizzare bonus!

Dear DonPietro,

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 your account was successfully verified in the past and you received already one payout? According to the screenshot that you forwarded, these rules were used to justify the closure of your account. Is that correct?

Casino's T&Cs:

Player's screenshot:

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,

Petronela

ciao si il mio account risulta verificato difatti avevo fatto un prelievo precedentemente che mi è stato approvato e successivamente accreditato.

Nello screenshot ci sono motivazioni futili o meglio scuse per le quali hanno deciso di chiudermi il conto e non pagarmi

Thank you very much, DonPietro, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi DonPietro,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite 5Gringos Casino to the conversation to participate in the resolution of this complaint.

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.

Dear all,

Thank you for reaching out.

First and foremost, we would like to sincerely apologise for the delay. We are currently in contact with the game provider in order to obtain evidence that would be sufficient for this complaint. You can rest assured that we will contact you with the evidence as soon as possible. Thank you for patience!

Best regards,

5Gringos.com

Dear all,

Thank you for your patience.

Unfortunately, we are yet to receive a reply from the game provider. You can rest assured that you will be provided with a response as soon as there is one ready. We appreciate your understanding.

Best regards,

5Gringos.com

Thank you 5Gringos Casino team for the update. Even though it's not the best news, we understand that it usually takes longer when it comes to reports from game providers. I will set the timer for another seven days.

Dear 5Gringos Casino team,

Has there been any news?

Hello!

Unfortunately, we are yet to receive a reply from the game provider. As soon as we get it, we will reply here.

The evidence of us still waiting for the reply was sent to peter.m@casino.guru. Thank you for understanding.

Best regards,

5Gringos.com

Dear Peter,

We would like to inform you that we have forwarded the evidence in the same email thread from yesterday.

Should you have any questions, feel free to contact us.

Best regards,

5Gringos.com

Thank you 5Gringos Casino team for the screenshots. I sent you an email with additional questions.

ma le prove di cosa esattamente? posso ricevere anche io questi screenshot?

Dear Peter,

Thank you for your message.

We would like to inform you that we have provided a response.

Best regards,

5Gringos.com

Thank you 5Gringos Casino team for your reply.

Dear DonPietro,

Unfortunately, we will have to wait for more evidence. So far the whole case is based on suspicion.

sospetto di cosa poi esattamente?

Dear all,

Thank you for your patience.

We will provide you with an update shortly.

Best regards,

5Gringos.com

Hi all,

Sorry for the delayed reply. We will discuss the issue internally and I will get back to you.

Dear DonPietro,

We discussed the issue internally. It is really hard to make a decision here. We perfectly understand the casino's suspicion, however, we don't have enough information to make a conclusion yet.

Dear 5Gringos Casino team,

I'd like to ask you to send me the player's full game history (peter.m@casino.guru).

Dear Peter,

We would like to inform you that we forwarded the file to your email.

Best regards,

5Gringos.com

Thank you 5Gringos Casino team,

We found some inconsistencies regarding the game history. Could you please explain? I sent you an email.

Dear Customer,

Thank you for your patience.

After an internal investigation took place, we have come to a conclusion that the reported bet was more likely a coincidence than a premeditated opposite betting action. In order to have your withdrawal paid out manually, we would like to kindly ask you to email us at support@5gringos.com with the following information:

• Full Name (please include all names including middle names)

• E-mail

• Bank Account’s Owner name

• IBAN

• BIC

• Bank Name

• Bank location (Country)

We will make sure to action the payment with priority when you send us the information. Thank you in advance!

Best regards,

5Gringos.com

Thank you 5Gringos Casino team for the update.

Dear DonPietro,

Please let me know when you receive your funds.

fatto inviato i dati a 5gringos

Dear all,

We would like to inform you that the payment has been processed from our side on 07.02.2023. The funds should reach the account of the customer shortly.

Best regards,

5Gringos.com

Hi all,

Thank you for your replies.

Dear DonPietro,

I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter