The player from Italy requested a withdrawal on May 9th that had yet to be approved. The player contacted support several times and was assured that the winnings should be credited soon. We advised the player to wait the standard processing time and to keep us updated. However, due to the player's lack of response to our follow-up messages, the complaint was rejected.
5Gringos Casino - Player’s withdrawal is delayed.
Amount: €500
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
Player stopped responding
REJECTED
Case summary
3 months ago
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4 months ago
Translation
I requested a withdrawal on May 9th and it has not yet been approved
Automatic translation:
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4 months ago
Dear vincybasile003,
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,
Kristina
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4 months ago
Translation
I contacted support several times and was told that the winnings should be credited tomorrow
I hope
Automatic translation:
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3 months ago
Thank you for your reply, vincybasile003. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.
