The player from Greece faced a delay in the withdrawal of 320 euros made on 18/08/2024, which should have been completed within three days. Despite repeated assurances from chat support that the request had been escalated, there had been no progress. The player ultimately canceled the withdrawal and closed his account, expressing dissatisfaction with the casino's withdrawal process. As a result, the complaint was closed, and no further action could be taken by us.
5Gringos Casino - Player's withdrawal is delayed.
Amount: €320
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
Other
REJECTED
Case summary
2 months ago
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2 months ago
Translation
Good morning, I made a withdrawal of 320 euros on 18/08/2024. While it is clearly stated that it takes a maximum of 3 days for the withdrawal to be completed, nothing has happened so far. The chat support keeps telling me to be patient, that they have escalated my request and the processes are being expedited. However, nothing is progressing. They need to understand that someone relies on the money they withdraw and expects to have the funds within 3 days at most. Otherwise, they should state a one-week limit. The issue is that I no longer have any trust in them. Can you help me?
Automatic translation:
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2 months ago
Dear Mpotilias,
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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2 months ago
Translation
Sorry again where does it appear that it can take weeks for the withdrawal? They clearly say 1-3 days. Then it's cheating. ¨When a player withdraws, you rely on that money for whatever reason. The account says no identification required.
Automatic translation:
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2 months ago
Thank you for your reply, Mpotilias. 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.
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2 months ago
Translation
I don't care anymore, I canceled the withdrawal and played and closed the account. Far from such a casino, there is absolutely no reason since they exist but that in 20 minutes from the withdrawal the money is in your account. I mean, I read so many comments that they are completed in 2 or 3 weeks. And the world continues and plays on them. If I had known that this possibility existed, I would not have put in even 5 euros.
good luck
Automatic translation:
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2 months ago
I am sorry to hear that. Since you've lost your winnings and closed your account, there is not much we can do and I have no other option but to close this complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
