The player from Brazil is experiencing difficulties withdrawing their winnings due to ongoing verification. We rejected this complaint as the funds have been played before we could intervene.
5Gringos Casino - Player’s struggling to complete account verification.
Amount: 4,700 R$
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
Unjustified complaint
REJECTED
Case summary
3 years ago
Public
Public
3 years ago
Translation
I state that I am Italian living in Brazil I had seen his review on 5gringoscasino and I wanted to try to play for the first time here in Brazil I made the deposits in two minutes through my bank Banca del brasil instant pix method and used once the card my credit after several deposits I managed to win and from that moment my nightmare started before they told me they were cache cookies and days went by then a verification email arrived every day something more and they wanted each separate document each email and days went by I sent about 20 passport documents where there is also written the residence Aquiraz Brazil bank account on extract from deposit with name of agency account and holder or me
permanent visa in brazil brazilian tax code water invoice here in brazil with resideza selfie photo with passport in hand photo with brazilian cedula front and back practically 18 times then yesterday an email to send a photo with passport in hand half bust their site in the background i even broke a phone to take selfies imagine you better not to talk about it was missing only the broom between the legs or sent the photos contacted the support and I hanoo told me that they would answer as soon as possible to date nothing .. I would not be forced to report financial police as Italian citizen and here in brazil as a resident in serious casinos the verification must be done first AAMS this is a trick to delay and not pay they always win
Automatic translation:
Public
Public
3 years ago
Dear SUPERMARIOTTO,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Have you been informed what specifically seems to be a problem in verifying your account? Do I understand correctly that your permanent residency is in Brazil, but your nationality is Italian?
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
Public
Public
3 years ago
Translation
Additional comments from the player:
"Hello
my account has been verified now eok
but the withdrawal still did not work and thinking I would not get my money back I played and I lost everything as I said they play on time they are well threein
Anyway
Thank you and greetings
Good work Luigi "
Automatic translation:
Public
Public
3 years ago
Since you have played your winnings, I’m afraid, there is not much we can do for you. Please understand, the player is the only one responsible for their account, active balance, and all the bets taking place. For future references, please contact us as soon as the issue evolves so we can intervene before it's too late.
Sadly, there’s no other option for me just to reject this case as unjustified now. Thank you for your understanding.
