5Gringos Casino - Player’s deposit has never been credited to her casino account.

Amount: €10

5Gringos Casino

Safety Index:High Submitted: 19 Apr 2021 | Case closed : 04 May 2021

Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 years ago

The player from Germany has deposited money into her account but the funds seem to be lost. We rejected the complaint because the player didn't respond to our messages and questions.

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Moni29

Novice

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3 years ago

OriginalTranslation

Beautiful good day,

On April 5th, I made a deposit of € 10 by bank transfer to the above-mentioned casino. According to my bank statement, the recipient is TILAROS. However, I was not shown any credit.

Then I emailed the casino and they said at first that I had already gambled away the credit. Definitely not true. After further email, I should contact my bank for the

gave me no hope of getting that money back.

After another email it was said that the provider had not accepted my money. Then I ask myself, where is my money? I didn't get it back.

It would be very kind of you to help me with this matter.

Thank you in advance and best regards

Monika k ***

Edited by a Casino Guru admin

Automatic translation:

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Petronela

Complaints Team Lead

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3 years ago

Dear Moni29,

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

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

Could you please advise if you contacted your payment bank already? If there’s any relevant communication, please forward it along with a payment receipt to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela

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Petronela

Complaints Team Lead

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3 years ago

Dear Moni29,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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Petronela

Complaints Team Lead

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2 years ago

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.