5Gringos Casino - Pelaaja ei voi sulkea tiliään.

Good day, I would like to file this complaint. I want to delete my account from this casino, but it is impossible. The chat says they cannot close it and that I need to contact them via email. When I do, they reply that they are sorry and try to convince me to stay, but after I refuse, they stop responding to my emails. It's been 2 weeks now, and I was wondering if you could do something about it.

Buongiorno,vorrei esporre questo reclamo,vorrei cancellare il mio account da questo casino ma è impossibile,la chat dice che non possono chiudere e che devo contattare loro tramite mail,lo faccio mi rispondono che gli dispiace e provano a farmi rimanere,ma al mio rifiuto non rispondono più alla mail..sono ormai 2 settimane,volevo sapere se voi potreste fare qualcosa a riguardo

Dear marcomericomm, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.f@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Thank you for your email. In the screenshots you provided, you mentioned that the reason for closing your account is that you want to stop playing.

Please note that we can only request the casino's assistance with account closure requests in cases where the player wants to close their account due to gambling addiction, and the casino fails to honor this request.

If you want to close your account due to gambling addiction, please apply for self-exclusion. You have to clearly state the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion due to xxx

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

If you want to close your account for any other reason that is not related to pathological gambling and the casino does not want to close the account, you can simply stop visiting the casino website. Please let me know what your preferred course of action would be.

Dear marcomericomm,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.