The player from Greece experienced delays in withdrawing money, with a request made nearly 14 days prior. Despite inquiries about account verification, the casino stated it was not necessary for processing the withdrawal, yet no timeline was provided. The player reported that they attempted to initiate the verification process but were unsuccessful due to the casino's refusal. The issue was resolved after 16 days of waiting, although the player expressed dissatisfaction with the delay and indicated they would not use the casino again. The complaint was marked as resolved by the Complaints Team.
5Gringos Casino - Player’s withdrawal is delayed.
Amount: €170
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months ago
Translation
Good evening, I don't know where else to turn. I made a withdrawal from this company on 11/08, and it's almost 14 days now, and I still haven't received my money. They haven't verified my account, and when I asked if that was the reason the withdrawal hasn't been processed, they said verification is not needed. Every day, I speak with the live chat, and all they tell me is to be patient and that the withdrawal is secure. However, they don't give me any indication of when it will happen or anything similar.
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2 months ago
Hello Minasnik97,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 5Gringos Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if you tried to initiate the verification process? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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2 months ago
Translation
Good evening I tried to do the verification but I couldn't because they don't have it open from the casino and when I told them in the chat to do it they didn't want to do it...the winnings are not from bonuses and the deposits I made are almost three times the withdrawal amount
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2 months ago
Translation
Good evening, the issue is over but I find it unacceptable to wait 16 days for a withdrawal and without even a proper time frame I am not going to use this company again nor any similar to it thank you for your efforts
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2 months ago
Dear Minasnik97,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
