5Gringos Casino - Player’s withdrawal has been delayed.

γεια σας...ενα καταθεση 150 ευρω και πηρα το μπονουσ και τα χρηματα μου εγιναν 300...επαιξα κανονικα και εκανα νικη και εφτασα στα 2500 ευρω...εκανα αιτημα αναληψης τα 500 και περιμενα 7 ολοκληρες μερες στις οποιεσ ο λογαριασμος μου ηταν μπλοκαρισμενος και δεν μπορουσα να παιξω...και σημερα μου ηρθε email απο το support και μου εγραψαν αυτο(Dear PANAGIOTIS,

Thank you for contacting our Customer Support Team.

We are kindly informing you that the account did not pass the verification procedure according to paragraph 9.1from the Terms and Conditions. A refund of 140 EUR has been processed.

Please be informed as per the below:

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

- engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;

- using any form of cheating or other means of gaining an unfair advantage or influence, including, without limitation, making use of a software error, loophole or bug, using software or hardware to automate, distort or influence the outcome of bets;

- colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;

- using unfair betting patterns or strategies, such as equal, zero or low margin bets, bets with minimal risks, hedge betting, or otherwise placing bets in such a way that in our opinion the system is being abused, guaranteed win is achieved, or the risk is minimized;

- engaging in money laundering, terrorism financing or any other criminal activity;

- threatening, harassing or abusing other customers or members of our staff;

- attempting to attack, gain unauthorized access to, or hinder operation of, the Website, the servers on which the Website is stored, or any server, computer or database connected to the Website, attempting to circumvent our security systems;

- attempting to copy, reverse engineer, decompile, modify, derive source code or other information from the software connected to, or used by, the Website, as well as attempting to remove or obscure any proprietary notices placed on such software, or use it for any other purpose than personal entertainment)

και μου τραβηξαν ολα τα χρηματα μου

Dear SLOTK1LLERS,

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

γεια σας...το καζινο δεν ενεκρινε την ταυτοποιηση μου χωρις να μου πουν τον λογο και μου πηραν ολα τα χρηματα μου...αυτο σας ειπα πιο πανω και για δικαιολογια μου εστειλαν το παραπανω μηνυμα

εχουν περασει 10 μερες σχεδον και τωρα δεν μπορω να μπω καν στον λογαριασμο μου

Thank you for your reply, SLOTK1LLERS. Do I understand correctly that you are not aware of breaching any of the points listed in the email from the casino?

If there is any other communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thanks.

οχι δεν εχω παραβιασει κατι από αυτά που μου λενε

Thank you very much, SLOTK1LLERS, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@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 SLOTK1LLERS,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite 5Gringos Casino to join the conversation and participate in the resolution of this complaint.

Dear 5Gringos Casino,

Can you please clarify the reason for the player failing the verification?

Kind regards,

Adam

μου έστειλαν το email που σας έχω παραθεσει πιο πάνω...δεν μου έχουν διευκρινισει ακριβως τον λογο...

Dear Adam,

We have sent the details of the case to you via email.

Please feel free to contact us if you have any questions.

Sincerely,

5Gringos

Hello SLOTK1LLERS,

The casino has provided evidence suggesting that you have failed verification at a partner casino (Rabona) for using a payment method that does not belong to you, and consequently your accounts at all of their brands have been closed.

Were you aware of the failed verification at the other casino?

Kind regards,

Adam

καλημερα σας...θυμάμαι αυτή την συναλλαγή και ο λόγος π εγινε ηταν επειδη η δικη μου mastercard εκείνη την μέρα για κάποιο λόγο δεν λειτουργούσε και ετσι χρησιμοποίησα την καρτα του φίλου μου με τον οποίο ήμασταν στο ίδιο σημείο...μπορείτε να το τσεκάρετε και από την ip που είχε η συναλλαγή...δεν μπήκε κάποιος άλλος στον λογαριασμό είτε παραβίασε κατι ουτε προσπάθησα να κάνω κάτι το οποίο δεν είναι νόμιμο...και εκτός αυτού ο αποκλεισμός εγινε πριν καν προσπαθήσω να κανω επαλήθευση σε κάποια από τις 2 εταιρίες...

Dear 5Gringos Casino,

Can you clarify please?

• Has the player used the same card to deposit at 5Gringos Casino?
• How many times was the card in question used?

Kind regards,

Adam

η κάρτα χρησιμοποιήθηκε μια φορα στην rabona γιατι δεν λειτουργούσε η δική μου...

στην 5 gringos χρησιμοποιήσα μονο δικές μ κάρτες στις οποίες έστειλα και ολα τα απαραίτητα έγγραφα για να γίνει πιστοποίηση!!!

Good day,

The card was not used at 5Gringos. Per our records, the 3-rd party payment method was used once.

Please feel free to contact us if you have any questions.

Sincerely,

5Gringos

αυτό ακριβώς...η κάρτα δεν χρησιμοποιήθηκε στην 5 gringos...μόνο μια φορά στην rabona επειδή η δικη μ δεν λειτουργουσε

Dear 5Gringos Casino,

Thank you for clarifying the details.

Dear SLOTK1LLERS,

Can you please confirm when you initiated the verification process at Rabona Casino and when you did the same at 5Gringos Casino?

Kind regards,

Adam

τι θα θέλατε να σας αποστείλω για να το επιβαιβεωσω αυτο?

γιατι δεν εχω πρόσβαση στους λογαριασμούς που απο εκει σίγουρα θα φαίνεται...πείτε μου τι πρέπει να σας στείλω και θα το κανω

Hello SLOTK1LLERS,

Essentially I just need to understand if the accounts at both casinos were active at the same time.

For example, am I correct in stating that you requested a withdrawal at Rabona Casino, provided documents for verification, and then did the same at 5Gringos a short time after?

Kind regards,

Adam

στην rabona δεν ζήτησα να κανω ανάληψη γιατί δεν προλαβα να παίξω...μόνο στην 5 gringos ζητησα να κανω ανάληψη και μετα να κανω ταυτοποιηση...οτι εκανα το εκανα πρώτα στην 5 gringos και μετα στην rabona

Dear 5Gringos Casino,

I appreciate that the terms and conditions of the casino have been breached by the player's use of the third-party payment method. However, as it has only been used once, it could be that the player's explanation of the situation is correct.

As the card in question was not used at this particular casino, I wonder if 5Gringos might consider paying the player's winnings in this case, while of course keeping the accounts closed at the discretion of the casino.

Kind regards,

Adam

Good day,

Using deposit methods that belong to a third party is a serious violation of our Terms and Conditions. We do not have any evidence to confirm that the customer was authorized to use that payment method, nor it is allowed under the regulations. 

We are willing to refund the last deposit the customer made on his 5Gringos account as soon as the customer provides the bank details. 

Please let us know if you have any questions.

Sincerely,

5Gringos

μπορώ να σας δώσω οτι στοιχεία χρειάζονται για να δείτε ότι αυτό που λέω είναι αληθεια και να σας δείξω ότι το γεγονός πως μου πήρατε τα χρήματα και κλείσαμε τον λογαριασμό μου είναι λάθος και άδικο γιατι η δικη σας εταιρεία δεν δεχόταν την πρώτη φορα την δικη μου καρτα τραπεζης

Dear SLOTK1LLERS,

Unfortunately, after reviewing all of the information gathered once more, it has been decided that we can assist you no further with this case.

According to the casino's terms and conditions:

"4.1 By opening an account on our Website and by using our Website you warrant that:

...

the credit/debit card or any other payment method that you use to top up your account balance belongs to you, is not stolen, and has not been lost by another person. Company reserves the right to close your account and void any winnings in case of a reasonable suspicion that you have violated this warranty."

This is a rule that is common to most, if not all, online casinos.

Furthermore, please check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players:

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Please understand that even if it has only happened once, this rule has still been breached and the casino states in its terms that any accounts at all partner sites will be closed at the same time. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or when this possibility is communicated beforehand, but that is not the case here.

Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only. As such, upon your request for a withdrawal at 5Gringos Casino, the use of this payment method has been detected at the partner casino.

As you have stated that you are not a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you in this case.

Consequently, this complaint will now be rejected. I am sorry we could not be of more help on this occasion.

Best regards,

Adam