5Gringos Casino - Pelaajan tili on suljettu odottamatta.

When I enter the casino, it says "account closed," but I haven't closed any account or anything. I don't understand what happened. Can you help me please?

El casino cuando entro me sale cuenta cerrada pero yo no he cerrado ninguna cuenta ni nada no entiendo que es lo que ha pasado si me pueden ayudar porfavor

Hello bleskennedyhevia,

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 if your account is already verified and if yes, since when exactly?
• Did you have any real money balance when your account was closed?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Dear bleskennedyhevia,

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.

The account didn't need any kind of verification and what worries me is that it says they don't accept players from Spain, but they did let me register, even though that casino guru says they don't accept players from Spain.

La cuenta y no necesitaba ningún tipo de verificación ponía y lo que me preocupa es que pone que no aceptan jugadores de españa pero si me dejaron registrarme aunque ese casino gurú pone que no aceptan jugadores de españa

Hello bleskennedyhevia,

Can you please advise if you had any real money balance left on your casino account when it got blocked?

Additionally, please forward the communication between you and the casino related to this case to nikolas.b@casino.guru for further review.

Awaiting your response.

Regards,

Nick

If 90€ is worth it, I'll write to that email right now and send you the entire deposit with the card I used and everything.

Si 90€ vale le escribo ahora mismo a ese correo le mando todo el depósito con la tarjeta que use y todo

Hello bleskennedyhevia,

Firstly, you should contact the casino's e-mail support regarding your remaining balance on your account.

Once they reply, please forward the communication to nikolas.b@casino.guru.

Looking forward to hearing from you.

Regards,

Nick

Dear bleskennedyhevia,

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,
Nick
Casino.Guru