5Gringos Casino - Povlačenje igrača je odloženo.

Good evening, I don't know where else to turn. I made a withdrawal from this company on 11/08, and it's almost 14 days now, and I still haven't received my money. They haven't verified my account, and when I asked if that was the reason the withdrawal hasn't been processed, they said verification is not needed. Every day, I speak with the live chat, and all they tell me is to be patient and that the withdrawal is secure. However, they don't give me any indication of when it will happen or anything similar.

Καλησπέρα δεν ξέρω πού αλλού να απευθυνθώ.εχω κάνει ανάληψη από την συγκεκριμένη εταιρεία από της 11/08 και κοντεύουν σχεδόν 14 μέρες και ακόμα δεν έχω πάρει τα λεφτά μου δεν έχουν ταυτοποιήσει τον λογαριασμό μου και όταν τους ρώτησα αν για αυτό τον λόγο δεν έχει γίνει η ανάληψη είπαν ότι δεν χρειάζεται ταυτοποίηση. Κάθε μέρα μιλάω με το live chat και το μόνο που μου λένε είναι να κάνω υπομονή και ότι η ανάληψη είναι ασφαλής δεν μου λένε όμως ποτε περίπου θα γίνει ή κάτι παρόμοιο

Hello Minasnik97,

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 you tried to initiate the verification process? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Good evening I tried to do the verification but I couldn't because they don't have it open from the casino and when I told them in the chat to do it they didn't want to do it...the winnings are not from bonuses and the deposits I made are almost three times the withdrawal amount

Καλησπέρα προσπάθησα να κάνω την επαλήθευση αλλά δεν μπόρεσα γτ δεν την έχουν ανοιχτή από το καζίνο και όταν τους είπα στο τσατ να την κάνω δεν ήθελαν...τα κέρδη δεν είναι από μπόνους και οι καταθέσεις που έκανα είναι σχεδόν τριπλάσιες από το ποσό ανάληψης

Good evening, the issue is over but I find it unacceptable to wait 16 days for a withdrawal and without even a proper time frame I am not going to use this company again nor any similar to it thank you for your efforts

Καλησπέρα το θέμα έληξε αλλά το θεωρώ απαράδεκτο να περιμένω 16 μέρες για μια ανάληψη και χωρίς να υπάρχει έστω ένα σωστό χρονικό περιθώριο δεν πρόκειται να ξανά χρησιμοποιήσω την συγκεκριμένη εταιρεία και ούτε καμία παρόμοια με αυτή σας ευχαριστώ για τις προσπάθειες σας

Dear Minasnik97, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru