5Gringos Casino - The player's account got closed.

Played at 5gringos casino with the bonus. Won 645 dollars. After a long verification procedure - my account was closed. Received an email below:

We would like to inform you that your account did not pass the verification procedure on our Project and has now been closed without the right to reopen.

As per the following Terms and Conditions :

7.18 Our bonuses are intended for entertainment purposes only. If the bonus or deposit are not used as intended (for casual betting and playing), we will deem such actions a violation of the Terms.

7.20 If you engage in any promotion abuse, fraud, or manipulation this shall be considered as a breach of the Terms. In such cases, and in addition to other remedies available to us, we reserve the right to void all promotions you participated in, void and confiscate all the winnings derived therefrom, and prevent your participation in future promotions.

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Off course, there is no chance to understand from this explanation what exactly in my gameplay or my documents or anything else made the casino to close my account. However, in my return email to them, I asked the casino that, since they voided all promotions I participated in - to refund me all my deposits at their casino group. At the moment, NOT a single of my deposits was refunded and the casino ignores my emails. The chat is useless, only referring to a higher authority which itself is not unaccessible in any way.

Hello arifmediv,

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 the casino specified which exact condition did you breach? When exactly did this issue occur? Was your account ever verified in the past or processed any payout?

Looking forward to your answer.

Regards,

Nick

The one and only email with explanations is the one I quoted above. I got this email from them just yesterday. No, my account with them was not previously verified.

Regards

Thank you arifmediv for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello arifmediv

I'm Michal and I have taken over your complaint. 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.

Dear 5Gringos Casino,

Can you please provide more specific information on how the player allegedly breached the bonus terms and conditions? Please provide any supporting evidence to my email michal.k@casino.guru

Dear Michal,

We would like to inform you that we will provide you with a follow-up shortly. Thank you for your patience.

Best regards,

5Gringos.com

Dear 5Gringos Casino

Any updates on this case please?

Dear all,

Thank you for your patience.

We would like to inform you that after a rigorous investigation, we have come to a decision to proceed with the payment of the withdrawal for 640 USD. However, the account is to remain closed pursuant to the following article from our Terms and Conditions:

3.11 We reserve the right to deny opening of an account or close an existing account without prior notice or justification.

Please expect the funds to arrive at your account in the nearest time. 

Best regards,

5Gringos.com

Thank you for the response, 5Gringos Casino.

Dear arifmediv

Please let me know when you successfully receive the funds.

I have been informed by the player via email that the funds were successfully received.

We consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.

We are here to help you.

Best regards,

Michal