5Gringos Casino - Player struggles with casino's verification process and refund request.

Hello, my account was suddenly blocked after making a second deposit. They told me I needed to verify my identity. That was fine, no problem. However, I couldn't do this directly on the casino's website. I contacted support and they told me to email a copy of my ID (both sides) to a specific email address. The email address they gave me was wrong, which I only found out a few days later when I got a reply (on 03.07). I contacted support again, and this time I got the correct email (12.07). Three days later, they reply, insisting that I verify my identity on the casino's website - which, from the beginning, has been impossible. I sent a screenshot. No response.

I then wrote to support again, and they told me they needed a selfie, which I should send to the address they had allegedly written to me. But I didn't receive any such email. So, I sent the requested selfie (on 23.07). To date, no response and my account is still blocked. I've written to support several times but I keep getting the same reply: wait for support to contact me.

In the only email I've received from support, it says processing and replying should take 3-5 working days. Well, I've been waiting almost 20 days now. When I asked them to just refund my last deposit because I no longer wish to play, I don't get a response - just the same message, that I should wait.

Hello dlmcelle0,

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 since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Seit dem 3.07 da sollte ich nur mein Ausweis Vorne Hinten per Email schicken da es auf der Casino Seite nicht möglich ist. Am 15.07 bekam ich Antwort:

Good day ?€+#+_-,

Thank you for contacting our 5Gringos customer service.

Thank you for submitting your documents!

Please note that we have introduced a new online "Document Verification System" that will allow you to upload your documents for verification faster.

You can find it by going to your profile and searching for "Verification".

If documents are needed, they will be indicated there.

Please try to upload your documents from there. If you encounter any difficulties, please contact us so we can help you.

We have forwarded the request to the Finance Department.They will review the case.We will let you know if everything is successful.

You will receive an email response from the finance department once they have reviewed your request, you will be notified. Please note that this may take 3-5 business days.

Please note that our finance department is only available Monday-Friday from 9am-6pm.

If you have any further questions, please contact us by email support@5gringos789799.com or by live chat.

Sincerely yours,

Customer Service

Hello dlmcelle0,

Would it be possible to forward all the e-mail communication between you and the casino to nikolas.b@casino.guru?

Was free again yesterday. I'll never play there again

Hello dlmcelle0,

I do not really understand your last post here and neither received any communication in e-mail. Please note that in case of not providing the requested information within the next 7 days, we will be forced to close the complaint.

Dear dlmcelle0,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.