The player from Germany has requested a withdrawal one week prior to submitting this complaint. Unfortunately, winnings haven’t been received yet. Player’s complaint has been resolved successfully.
5Gringos Casino - Player’s withdrawal has been delayed.
Amount: €500
5Gringos Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Hello,
I won €500 at the online 5Gringo Casino.
The deposit was on June 30, 2022 (8:18 p.m., Germany time) in the amount of €55.
The deposit was made with Sofort Banking.
debit from my bank account.
1.that was my own money what i deposited
2. this was not bonus money from the casino
3.this was not a winning from a bonus
On 7/1/22 (3:22 p.m., Germany time), I made the payment (maximum amount) of €500.
On 07/01/2022 (15:22) I received an email from Casino 5Gringo that my withdrawal request of €500 is being processed.
In the live chat they wrote to me that the money will be on my specified bank account in a few days.
The live chat support does not give me any further information.
Further communication only took place via the emails with the 5Gringo support (support@5gringos.com), with the support staff Joan and Nina
After 7 days (7/7/22) this payout of €500 is still PENDING in my casino profile.
When I asked the 5Gringo support ( support@5gringos.com ), they could not give me a concrete answer as to when the payment / transfer to my account will take place.
It only says that the payout is "planned" , but support cannot (or does not want to) give me a date.
I don't know when the payout will actually take place and when I will actually receive the €500 prize.
In July 2022 ?
Or only in August 2022?
Or later ?
It just means
-We are very sorry that you have to wait so long
-I'm sorry you experienced a delay
-Please have a little patience
Casino 5Gringo is delaying the payout without giving a reason.
It just means that payment was delayed.
5Gringo has no explanation for this.
5Gringo cannot give me a payment date.
Casino 5Gringo has not yet requested further proof of identity.
1.my email address is verified
2. my telephone number (mobile number) is verified
3. Personal data (full name, address, country (Germany), date of birth, cell phone number, and email address, I have given truthfully
4.I gave my bank details when I requested the payment.
The payment should be made to the bank account where I made the deposit.
5. I didn't cancel any payment either!
6.this is also my only account with 5Gringo.
There is no second account.
There is no other account with 5Gringo via my IP address and registration address.
My family (same IP, same address) don't play at 5Gringo either (I know that 100% tig).
I uploaded files here
1.Email from 5Gringo on 07/01/2022 (withdrawal request)
2nd email from this support employee Nina
3. Proof of deposit of €55, on 06/30/2022 and request for withdrawal of €500 on 07/01/2022
I hope for help here!
Thanks !
Ricki
Automatic translation:
Public
Public
2 years ago
Dear Ricki,
Thank you very much for submitting your complaint. I’m 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
Assuming that you have completed KYC verification successfully and had your withdrawal approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
Public
Public
2 years ago
Translation
Hello,
I have now received the money and my complaint here can be closed.
Thanks for the help.
Greetings Ricki
Automatic translation:
Public
Public
2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Ricki, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
