5Gringos Casino - Player’s winnings haven’t been received yet.

Original request to withdraw $1400 on 15/03/24 was returned I have since tried multiple times for some varied amounts and have triple check bank details. Now last request of $1900 has been returned with no explanation. I have had a manual payout with them last year and that took forever but this time no correspondence. Are they ever going to o payout or advise what issue is please

Dear ROBOAT,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear ROBOAT,

Have you received your withdrawal from the casino yet?

No still haven't received the withdrawal

Thank you for your reply, ROBOAT. Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past? Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Dear ROBOAT,

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.