5Gringos Casino - The player's experiencing an unspecified issue with 5Gringos Casino.

they tell me that osurneim and password are duplicates I signed up paying 10 euros I lost after a week they send me a message saying that if I paid 20 euros they gave me a bonus of 60 euros SO I paid 20 euros but I had lost my data I have them requested and they emailed them back to me and now they tell me they are duplicates

Dear GESSICA1969,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with 5Gromgps Casino. I’m afraid, I will need more information regarding your problem. Please could you elaborate? I will be waiting for your reply patiently.

Best regards,

Nick

but sorry that means do not specify if you request your data usur ... nich .. they change them to you and tell you duplicates they are thieves scoundrels you are accomplices warn these scoundrels who are in contact with postal police and finance thieves I want back 1400 EUR

I want the 1400 euro money back

they refunded me 20 euros for my top-up I want my winnings 1400 euros

Dear GESSICA1969,

I'm sorry but I still do not understand what exactly the issue is? Why did the casino void your winnings? Can you please forward the communication between you and the casino to nikolas.b@casino.guru?

I wrote everything and I sent you the reasons consulted 5 gringo these thieves then let the time run out I want to know if you have solved any problems with these sites thieves thieves you have to publish these scams

Can you please clarify where did you send the communication? I could not find any e-mail from you in my folder.

Nich I am replying on this page here I have left all my statements thank you if you answer me

Dear GESSICA1969,

Please forward the communication between you and the casino to nikolas.b@casino.guru as from you posts it's still not quite understandable what is the problem. Did the casino accuse you of having multiple accounts?

they have to certify me to document my unspoken double account justifying in words I want the date on which I signed up and the date on which I have duplicated the account according to them and then in what advantage for what purposes they should find other excuses I will contact the authorities del carucao where they signed up to recall their license 1400 euros they owe me my lawyer is contacting this country

Thank you GESSICA1969 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 GESSICA1969

I'm Michal and I have taken over your complaint. I have reviewed your case and want to double-check if I understand it correctly that the casino has accused you of creating multiple accounts? How did the casino notify you about this?

Dear GESSICA1969,

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.

hello Michal thanks for supporting me .... after my winning of 1400 euros the day after what a coincidence they closed my account ... shocked I started the clarification procedure via hello they wrote to me given a certain article of theirs I don't remember the number I I would have created a double account and therefore they cancel my winnings and close my account without giving me proof then as I already wrote with what advantage ok I greet you and I await your news

Dear GESSICA1969

The creation of multiple accounts is not allowed in any casino and is mentioned in the 5Gringos Casino terms and conditions here:

"3.2 Your account with the Website must be registered in your own, correct, name. Only one account per person, per household/address, per phone number/email, and per IP address is allowed. Any other accounts that are opened on the Website will be considered as "Duplicate Accounts". You must not attempt to open a Duplicate Account, including by providing false or alternative credentials. If you open or attempt to open any number of Duplicate Accounts, we reserve the right to close some or all of your accounts without any compensation and apply the following sanctions:

• any promotions that the Duplicate Account has participated in will be cancelled;
• any winnings obtained on the Duplicate Account will be void. Any processed withdrawals will be reversed and will be owed back to the Company"

so if there would be evidence to prove that, unfortunately, we have to agree with the casino's decision to close your account. However, we have to first see the supporting evidence of such a claim.

I 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 information regarding the player's issue? If there is evidence about creating multiple accounts please forward it to my email michal.k@casino.guru

GESSICA1969

Visitor

1 MONTH AGO

they tell me that my surname and password are duplicates I signed up by paying 10 euros I lost after a week they send me a message saying that if I paid 20 euros they would give me a bonus of 60 euros SO I paid 20 euros but I had lost my data requested and they sent them back to me via email and now they tell me they are duplicates this is proof of the duplicate

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

We would like to give this case more time to get resolved. We are extending the timer for additional 7 days.

If the casino fails to respond or provide the evidence in the set time frame, we will be forced close the complaint as ‘unresolved’ which will have a negative impact on the casino rating.

thanks Michel for the support we don't give up

excuse the pronunciation Michal

Dear GESSICA1969

We have received evidence from the casino that shows signs of multiple accounts have been created with similar information (address, password, etc.), can you please tell us more about this?

hi Michal, regarding the password, it seems impossible to copy or duplicate it with respect to the address via number my daughter lives in the same house but has the family status for her and plays on this thief site [indeed she used to play) so she has the same via and number Rocco Vanessa my daughter Rocco Masimo me different imail usurneim and different password sorry for the pronunciation of words in English I am a 62 by birth (for example if several families live in a building and play on this site they do not have the same address street number country city postal code greetings thank you for your support I wish you much health and happiness I know a proverb that says those who live on hope die but you don't give up

Dear GESSICA1969

I have kindly asked the casino to undergo additional verification procedures to try to help verify your casino account, like a video verification call, as from our point of view this would be a fair approach and I'm waiting for their response.

Dear GESSICA1969

The casino informed me, they have reopened your casino account and they should start a further verification process. You will be informed soon by the casino via email on the process, please provide all the required documents and information to the casino, let's hope your verification will be successful. 

Please let me know once this is done, or if you will require any assistance.

dearest Michal they asked me for documents to verify my account driving license refused health card refused passport let's hope a utility goes well I sent the bill not to be paid but paid .... (I pay) Michal (joking) I will inform you as soon as I have news I renew my gratitude come what may (negative or positive like the covid)

Thank you for the info, GESSICA1969.

Let's hope you can finish the verification process successfully. Keep me updated on the progress, please

hello Michal after several attempts to send the documents have been successful now I'm waiting for them to give me back the winnings I received emails saying they will be processed shortly by the financial department I renew my gratitude for the support you are great I will let you know

Good news, GESSICA1969.

Please let me know, once you successfully receive your winnings.

Michal the winnings have been paid to my account you are the champions of justice I don't have the words to thank you there would be a need for it all over the world not for the money but for the values and the seriousness of the weakest against lobbies Michal I love you and I embrace you, I wish you much happiness and a merry Christmas for all your loved ones and colleagues

Great news, GESSICA1969. I'm glad to hear that you successfully received your winnings.

As the complainant confirmed 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 and I would like to wish you all a Merry Christmas.

Best regards,

Michal