5Gringos Casino - The player struggles to verify her account.

Non mi fanno inserire i documenti per il prelievo del denaro sono in attesa già da una settimana ma una volta inserito i documenti mi scompaiono contattate l'assistenza più di una volta non so più che cosa devo fare e per dirla tutta ho scoperto che ci sono davvero tante recensioni negative su questo casinò aiutatemi perché davvero mi servono questi soldi

Hello letaianne95,

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

Buonasera.

Ho notato che non ho più avuto vostre notizie sono molto preoccupata per la situazione che sto vivendo posso avere delle novità?

Thank you letaianne95 for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi letaianne95,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask 5Gringos Casino to join this conversation and share more information regarding the case. Can you please provide any reasons of why the player's proof of credit card cannot be accepted?

Looking forward to hearing from you!

Best regards,

Tomas

Dear all,

Thank you for reaching out.

We would like to inform you that the customer uploaded only the back sides of her cards, while we need the front sides as well. She is more than welcome to upload the missing documents from her casino profile. If she is unable to do it, we would like to kindly ask her to provide us with a screenshot of an error for us to try and solve it. Thank you in advance!

Best regards,

5Gringos.com

Dear letaianne95,

Could you please provide the casino with the requested documents and let us know once you have done it?

Thank you.

Kind regards,

Tomas

Buon giorno gliel'ho forniti ieri ma su un documenti mi fa rischiesta del nome cosa che non c'è io spero che non sia un problema

Dear Customer,

Thank you for your reply.

In order to proceed, we would like to kindly ask you to send us card ownership confirmation from the bank for both cards. The document should be in PDF format and should show name of the owner and card number. We will make sure to check the document with priority when you send it. Thank you in advance.

Best regards,

5Gringos.com

Buon pomeriggio, noi abbiamo mandato tramite screenshot come da richiesto dall' app

Attendiamo risposta dall' app

Casinò guru c'è un grandissimo problema mi hanno accettato i documenti ma mi hanno azzerato il mio conto da 24000 a 00.00 aiuto fate qualcosa

Mi hanno chiuso il conto questa è una truffa

Dear Customer,

Thank you for submitting the documents.

We would like to inform you that your account did not pass verification for using a 3rd party card for deposit, according to the following article from our Terms and Conditions:

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

<…>

• engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;

<…>

Your last deposit shall be refunded to your shortly.

Best regards,

5Gringos.com

Ma voi state scherzando

Buongiorno, le carte inserite sono entrambe valide la mia, e quella del mio ragazzo, vorrei maggiori informazioni gentilmente

Dear letaianne95,

Could you please advise if the credit cards you have mentioned above (yours and your boyfriend) are connected to the same bank account? Do you have a joint bank account with your boyfriend, or do each of you have a separate bank account?

Kind regards,

Tomas

Buon pomeriggio, abbiamo il conto separato

Però non credo sia giusto chiudere così dal nulla il conto perché non c'è nessun atto di frode, perché abbiamo giocato con i nostri soldi e abbiamo vinto

Lo facciamo anche su altri siti e nessun altro ha dato questi problemi, qui si sono accorti che abbiamo vinto 24000 euro e hanno fatto di tutto e di più per tenerseli

Dear letaianne95,

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions by using a 3rd party card for the deposit.

The casino acted correctly and within its terms and conditions.

"9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

...

• engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases where funds are recalled/disputed;"

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

Thank you, 5Gringos Casino, for providing the information and for your cooperation.

Best regards,

Tomas