5Gringos Casino - Player’s tournament winnings are delayed.

The casino owns me a total of 1550 Euros and whenever I contact customer support, they either say 'you will be notified via email' or that 'the prizes were already credited' but it's not true and they know it. I have all the tournaments registered along with timestamped screenshots verifying my place and winnings. We're talking about weeks of delay which is absolutely nonsense given that their tournament rule #13 clearly state (and I quote): 'All prizes will be credited to the customer accounts within 72 hours of the promotion end.'

Dear Gamling,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 5Gringos Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Has the casino acknowledged the winnings from the tournaments will be credited to your balance in their communication to you?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hi Tomas,

Thank you for taking the time to reply to my complaint.

I've intentionally waited for a whole week to see whether ANY of the above mentioned prizes would be credited, but they weren't. On top of that, the pending amount was increased with another 540 Euros which is now 2090 in total!

As per your request, I've contacted customer support. Since it was like the 30th time I did it over the last few months, I guess you can understand I wasn't either nice nor respectful toward them. The reason is simple: I don't like being treated as a stupid person.

Attaching the screenshots of the first five pages of the chat since this is the maximum.

The text of the last page from customer support is:

'I completely understand your concerns regarding this matter and I would be more than happy to assist you however further action on my part is limited.

For this reason, I have escalated your case to the relevant department to be reviewed and they will contact you by email as soon as there is an update. I truly appreciate your understanding on this and I apologize for the inconvenience. In the meantime, it is important to ensure that we respect both your time, as well as our other players' who may also need our assistance. Therefore, I kindly request that we conclude our chat for now.

Thank you for choosing our services, we really do appreciate your feedback.

Should you have any additional inquiries or require assistance in the future, please don't hesitate to reach out to us any time at support@5gringos.com.'

Regards,

Daniel

Thank you very much, Gamling, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, Gamling,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear 5Gringos Casino team,

Could you please look into the player's issue and provide us with the information on which prizes have not been credited yet, and what is the estimated time frame for the prizes to be credited? Are we talking about only a delay or is there another reason?

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,

We apologize for the delayed reply.

We are currently investigating the situation with the customer's winnings.

As soon as we have updates, we will let you know.

Best regards,

5Gringos team

Thank you for your response and for letting us know, 5Gringos team.

Feel free to inform us about news or updates.

As of today, still nothing happened. I haven't received ANY of my winnings and after waiting for almost two months, I've totally lost my patience. I've been robbed off more than 2000 Euros. Now the only thing I should do is sharing this story about 5gringos which is clearly a scam casino site.

Dear all,

Please be informed that we have found the following Tournament winnings, that have not been credited:

Live Casino Race tournament (150000 HUF)

Mighty Coins Clash tournament (180000 HUF)

Extreme Tourney tournament (150000 HUF)

We have now credited the winnings to the customer's account.

We hope this helps resolve the matter.

Best regards,

5Gringos team

Thank you for your response and the update, 5Gringos team.

Dear Gamling,

Can you please confirm the above-stated? Have all the previously non-credited winnings been credited to your balance, and I can consider the matter closed, or is there anything else that still has not been credited yet or anything else I can help you with?

Dear Gamling,

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, we are forced to reject this case because the player has not responded to our messages and questions.

The player can reopen this complaint anytime. However, an update will be necessary.

Thank you very much, 5Gringos team, for your help and cooperation.

Best regards,

Branislav, Casino.Guru