5Gringos Casino - Pelaaja yrittää läpäistä varmennusta.

Ladies and gentlemen,

I won 500 euros at the casino and I've been waiting for 2 days to get an email to submit my documents.

However, I still do not get a notification for submitting my documents.

Customer service is also clueless and doesn't answer questions properly.

Sehr geehrte Damen und Herren,

Ich habe in dem Casino 500 Euro gewonnen und habe warte seit 2Tagen darauf eine E Mail zu bekommen, um meine Unterlagen einzureichen.

Allerdings bekomme ich immernoch keine Benachrichtigung für das Einreichen meiner Unterlagen.

Der Kundenservice hat auch keine Ahnung und antwortet nicht richtig auf die Fragen.

Dear Klaus91,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please note, that some casinos process the first withdrawal or withdrawals of smaller amounts without verification.

Have you made any successful withdrawals before? Could you please clarify if you have already requested the withdrawal of €500? If yes, when exactly?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru, or alternatively, post it here.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hi Kristina,

I ordered it 3 days ago.

Since this is my first payout, I asked for the documents in the live chat. I was told there that I would be asked to upload the documents within a day. I didn't get that at all.

Questions regarding the payout could also give me no further information.

Hi Kristina,

Ich habe es seit 3 Tagen in Auftrag gegeben.

Da dies meine erste Auszahlung ist, habe ich auch schon im live Chat nach den Dokumenten gefragt. Dort hat man mir gesagt, dass ich innerhalb eines Tages die Aufforderung für das hochladen der Dokumente bekomme. Das habe ich gar nicht bekommen.

Fragen bezüglich der Auszahlung könnte man mir auch keine weitere Information geben.

Thank you for your reply, Klaus91. As I said, the casino possibly doesn't need your documents yet. Let's give it the benefit of doubt and wait for a few more days. We usually give casinos 14 days to process a withdrawal.

I will set the timer for an additional one week, and if there is no development within this time frame, we will intervene. Please, keep us updated in the meantime.

Dear Klaus91,

Has there been any news? We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.