5Gringos Casino - Pelaaja ei ole vielä saanut voittojaan.

I requested a withdrawal from 5Gringos on July 27, 2025. Today is August 8, 2025, over 10 days later, and my money still hasn't arrived – even though the website states a processing time of 3–5 business days.

Since then, I've contacted live chat and support via email several times. The response is always the same: "Your withdrawal is being processed" – with no real information, no progress, no transparency.

Ich habe am 27.07.2025 eine Auszahlung bei 5Gringos beantragt. Heute ist der 08.08.2025, also über 10 Tage später, und mein Geld ist immer noch nicht angekommen – obwohl laut Angabe auf der Website eine Bearbeitungszeit von 3–5 Werktagen vorgesehen ist.

Seitdem habe ich mehrfach den Live-Chat und Support per E-Mail kontaktiert. Die Antwort ist jedes Mal gleich: „Ihre Auszahlung ist in Bearbeitung" – ohne echte Informationen, ohne Fortschritt, ohne Transparenz.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello Dominika,

Unfortunately, I must inform you that my payment has not been received as of today, August 10, 2025. There has been no new progress or concrete information regarding my case.

My withdrawal request was submitted on July 27, 2025—we are now well over two weeks past the processing time you stated of 3–5 business days.

Greetings Roman

Hallo Dominika,

leider muss ich Ihnen mitteilen, dass meine Auszahlung bis heute, dem 10.08.2025, nicht erfolgt ist. Es gibt keinerlei neuen Fortschritt oder konkrete Informationen zu meinem Fall.

Mein Auszahlungsantrag wurde am 27.07.2025 gestellt – wir sind nun weit über zwei Wochen nach Ablauf der von Ihnen angegebenen Bearbeitungszeit von 3–5 Werktagen.

Lg Roman

Dear player, 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?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Good day,

Thank you for your feedback. Here are the answers to your questions:

1. I have not received a successful withdrawal yet – my requested withdrawal was never processed.
2. According to 5Gringos, KYC verification is not currently required. I specifically inquired about this via live chat, and they confirmed that verification is not necessary at the moment.
3. My winnings were achieved without an active bonus – they are pure profit.
4. I'm happy to provide my complete communication with the casino. See attachment.

Thank you in advance for your support.

Greetings Roman

Guten Tag,

vielen Dank für Ihre Rückmeldung. Hier die Antworten auf Ihre Fragen:

1. Ich habe bisher keine erfolgreiche Auszahlung erhalten – meine beantragte Auszahlung wurde nie durchgeführt.
2. Laut 5Gringos ist derzeit keine KYC-Verifizierung erforderlich. Ich habe dies extra im Live-Chat nachgefragt, und mir wurde bestätigt, dass momentan keine Verifizierung notwendig ist.
3. Meine Gewinne wurden ohne aktiven Bonus erzielt – es handelt sich um reinen Gewinn.
4. Gerne kann ich meine komplette Kommunikation mit dem Casino zur Verfügung stellen. Siehe Anhang

Vielen Dank im Voraus für Ihre Unterstützung.

Lg Roman

Dear player, have you received the withdrawal?

Dear player,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Dominika

Casino.Guru