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I made a deposit via Sofort. I won and met the wagering requirements. For 10 days now, no one has responded to my messages, and the live chat isn't working either. I believe there's intentional manipulation happening here.

Eingezahlt via sofort Uberweisung- was gewonnen und umsatzanforderungen erfullt. Seit 10 Tagen reagiert niemand auf Nachrichten und auch der live chat funktioniert nicht. ich glaube hier wird bewusst manipuliert.

Dear Mika4040,

Thank you very much for submitting your complaint. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need more information. Could you please elaborate? Is this a complaint about delayed payment?

I will be patiently waiting for your reply.

Best regards,

Kristina

It's about everything, in other words late payment, because since the Friday before last I haven't received any response from the casino to my withdrawal request or any emails. They don't respond. Live chat doesn't work, emails aren't answered and for over 10 days it says my withdrawal is supposedly being processed.

Es handelt sich um alles, sprich Zahlungsverzug da ich seit vorletzten Freitag keinerlei Reaktion von Casino auf meine Auszahlungsanfrage aber auch jegliche Mails bekommen habe. Sie reagieren nicht. Livechat geht nicht- emaila werden nicht beantwortet und seit uber 10 tagen steht wird angeblich meine Auszahlung bearbeitet.

Thank you for your reply, Mika4040. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

As already stated, I submitted the withdrawal request on July 12, 2024. The live chat does not work, or rather, after a few minutes you get a message asking you to leave your details and you will be contacted.

There is no response to email enquiries - and the payment has been marked "in progress" for two weeks now.

I have to admit regardless of how the case turns out- this casino is wrong

Wie bereits mitgeteilt habe ich die auszahlungsanfrage am 12.07.2024 gestellt. Der Live chat funktioniert nicht, bzw. kommt nach paar Minuten die Nachricht man solle seine Daten hinterlassen und man wird kontaktiert.

auf Mailanfragen wird gar nicht reagiert- auch steht die Auszahlung mittlerweile seit 2 Wochen auf "in progress".

Ich muss zugeben unabhängig davon wie der fall ausgeht- dieses Casino ist falsch

Thank you for your reply, Mika4040. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

Thank you.

Hello,

No, I have never made a withdrawal because I am a new customer here.

The live chat doesn't work on the website and I haven't received a response to my emails in three weeks.

Regarding KYC, I submitted the documents under my profile, but never received any feedback, because as previously mentioned, no one at this casino responds, neither via chat nor email.

I used the deposit bonus - read the terms and conditions beforehand to make sure I didn't play any prohibited games and met the sales requirements, which is why the balance is treated as real money!

On the website they advertise that they belong to the betsolino casino - which has the exact same design - here I wrote to the live chat - they just wrote a message saying that it is their turn to process the payouts. After that the chat is closed without comment.

The fact that you see it as normal that a casino deliberately doesn't respond to messages and cheats shows me that your reviews are not OK - there are definitely scammers here who deliberately don't respond until the player continues to gamble. I advise every player to definitely avoid the casinos 5bonuses and betsolino!

Hallo,

nein ich habe noch nie eine Abhebung vorgenommen, da ich Neukunde hier bin.

über die Webseite funktioniert der live chat nicht und auch auf mails habe ich seit 3 Wochen noch nie eine Antwort erhalten.

Bezpglich kYC- habe ich unter meinem profil die Dokumente eingereicht- jedoch nie ein Feedback erhalten- da wie bereits vorher erwähnt niemand bei diesem Casino- weder über chat als auch über mail nicht antwortet.

ich habe den Einzahlungsbonus genutzt- vorher die Agbs gelesen um sicher zu gehen keine nicht erlaubten spiele zu spielen und habe die Umsatz Anforderungen erreicht weshalb das Guthaben als echtgeld geführt wird!

auf der Webseite werben sie das sie zum betsolino casino gehören- welche 1zu1 die gleiche design hat- hier habe ich an den livechat geschrieben- es wird nur eine Nachricht geschrieben das sie dran sind die Auszahlungen zu bearbeiten. Danach wird der chat ohne Kommentar geschlossen.

Das ihr das als normal sieht das ein casino bewusst auf nachrichten nicht Antwort und betrügt zeigt mir jedoch das eure BewertungenEn nicht ok sind- hier sind definitiv Betrüger aktiv die bewusst nicht antworten bist der Spieler weiter zockt. Ich rate jedem spieler die casinos 5bonuses und betsolino definitiv zu meiden!

Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

If the casino replied to you since your last message, please forward all the relevant communication to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

The casino doesn't respond to any inquiries! I haven't received a response yet. The live chat doesn't work!

Screenshot has been sent to the email address.

Das Casino reagiert auf keinerlei Anfragen! Auch habe ich bis jetzt keine antwort erhalten. Der live chat funktioniert nicht!

Screenshot ist auf die mail Adresse gesendet worden.

Thank you very much, Mika4040, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, Mika4040!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hello,

OK, I suspect they won't reach anyone, but let's just wait and see.

Hallo,

ok- ich vermute zwar das sie niemanden erreichen werden- warten wir aber gerne mal ab.

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.

The casino will not respond - because neither the live chat nor anything else about this casino is serious - they don't respond to anything!!!

Das Casino wird nicht antworten- weil weder der livechat noch irgendwas seriös ist an diesem casino- die reagieren auf nichts!!!

Hello, we are investigating and will inform the player once the investigation is complete

Hello, 5Bonuses Casino!

Has the investigation been finished yet?

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team