5Gringos Casino - Povlačenje igrača je odloženo i u toku je preispitivanje.

I made a withdrawal on 26 May 2025 for 500 euro as no verification was needed at the time as per the verification section in my casino profile.

I queried the delay of payment on 03 June 2025 and the chat service said that it is in the queue.

ON 10 June I emailed the casino about the payout. This is the response I was given - "Following a thorough review of your withdrawal request, we would like to inform you that it is currently experiencing an unexpected delay due to a high volume of transactions. We understand that timely access to your funds is important, and we regret any inconvenience this may have caused.

Please be informed that our financial department is aware of the situation, and currently working on this for you as we speak. We want to assure you that your money is secure. Once the payment is complete, you will be able to see it in your balance history."

On June 24 I was asked for verification documents to be sent, they asked for: A valid ID

A selfie

A selfie holding your ID against our site

Proof of Ownership of your Mifinity account

Transaction record from Mifinity covering the period 28.04.25 to 28.05.25

on 08 July I did the live selfie with passport, Selfie with Casino open on my phone, uploaded all requested Mifinity transactions and all Mifinity account proof. I also emailed them saying that I have uploaded everything and to please allow me to withdraw. They replied saying that its under review.

Up to date I have not gotten a reply and I am still unable to withdraw.

Please advise on how we can get this resolved as fast as possible.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Have any of your identity documents been approved and verified by the relevant department?

What types of games did you play?

Did you accumulate your winnings with or without a bonus?

Have you made any successful withdrawals from this casino before?

When was the last time the casino communicated with you regarding the verification of your account and the payout of your winnings?

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

Best regards

Veronika

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If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hi Veronika

Have any of your identity documents been approved and verified by the relevant department? Yes on 08/07 all was verified.

What types of games did you play? Slot games -fortune of giza, big bass bonanza, spinata grande and plino.

Did you accumulate your winnings with or without a bonus? With a bonus.

Have you made any successful withdrawals from this casino before? No

When was the last time the casino communicated with you regarding the verification of your account and the payout of your winnings? 14 July, asking for proof of payment again, and I replied saying that everything was already sent.

Thanks

E. C.

Thank you for your response.

• Have you sent the proof of payment again, as requested by the casino?
• Has the casino explained why they are asking you to resend it? Was this document previously approved and verified?
• Have they specified whether they require the same proof of payment, or if any additional or more detailed information should be included this time?

Looking forward to your reply.

Have you sent the proof of payment again, as requested by the casino?

Yes, its was sent many times.

Has the casino explained why they are asking you to resend it? Was this document previously approved and verified? No, I have not received notification that it was removed, they just keep replying saying this each time I ask to remove the restriction -Please be informed that the removal of the withdrawal restriction is still pending.

Have they specified whether they require the same proof of payment, or if any additional or more detailed information should be included this time? No. keep asking for the same.

Thank you

How long does it usually takes?

Please forward me all the communication between you and the casino regarding the verification of your account at veronika.f@casino.guru. I appreciate your patience and cooperation.

Hi,

I have emailed them to you. Thanks.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear EIIRAn12,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a 5Gringos Casino representative to join this conversation and participate in resolving this complaint.

Dear 5Gringos Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear all,

Thank you for bringing out attention to this matter and allowing us to participate in the forum thread.

Our sincere apologies go out to EIIRAn12 for the inconvenience caused by this delay. We understand the importance of a swift withdrawal and will take action to expedite the payment.

The relevant team is already aware of the delay. We will closely monitor the escalation and post an update as soon as the amount is payed out.

We are grateful for your patience. If any other questions or concerns arise in the meantime, we will be happy to address them.

Kind regards,

5Gringos Casino

Dear 5Gringos Casino,

Thank you for your response and the information you have provided.

Please keep us updated regarding the matter.

I'll be awaiting your reply.

Dear 5 Gringo`s,

I see from my account that you are asking about a transaction on the 26th May on my bank statement now. I have uploaded both screenshots that this was an account to account transfer within my bank account. You have it leaving my account to being added to my game wallet within the account.

With regards to your reply above that i will receive an update when you have made payment to me. Withdrawals are locked on my account so i cannot even request one to get it.

Dear EIIRAn12,

Thank you for your patience.

We would like to inform you that your withdrawals are temporarily put on hold, as we are performing a review on your account.

Rest assured that this is nothing out of the ordinary and there is no reason to be concerned. To help us complete the check, we kindly ask you to share the document requested in our most recent email.

We are grateful for your cooperation.

Kind regards,

5Gringos Team

Dear 5 Gringos,

I am very aware of your document request as i have been asked 4 times now and asked again this morning. I have uploaded transaction proof 4 times on my account page and also emailed you with an explanation. The 900€ transaction was a simple account to account transfer from one of my Mifinity wallets to the other. I sent you both proofs of this. One showing 900€ leaving my wallet and the other showing 900€ being added to my other wallet.

Dear 5Gringos Casino,

Could you please provide us with an update on the situation and let us know if the complainant needs to submit any additional documents?

I'll be awaiting your reply.

Dear EIIRAn12,

Thank you for your cooperation.

The latest document has been forwarded to the relevant department for review. Please bear with us just a bit longer, we will post a reply as soon as there is an update.

Your patience is much appreciated.

Kind regards,

5Gringos Team

Dear 5Gringos Casino,

Thank you for your response and the information you have provided.

Please keep us updated regarding the matter.

I'll be awaiting your reply.

Dear all,

Thank you for your patience during this time.

We are happy to confirm that the account is now fully verified and all restrictions have been lifted. The complainant can now request a withdrawal and expect it to be processed within the standard timeframe of 3 business days.

If there are any further questions or concerns, we will be happy to address them.

Kind regards,

5Gringos Team

Dear 5Gringos Casino,

Thank you for your response and cooperation.

Dear EIIRAn12,

Did you manage to request a withdrawal from the casino?

I'll be awaiting your reply.

Hi Casino Guru,

I can see my account is now unblocked and i was able to request a withdrawal of 500€.

Dear EIIRAn12,

Please let us know once you receive the first payment from the casino.

I'll be awaiting your reply.

Good morning,

To give you an update 5 Gringos still not paying.

Dear 5Gringos Casino,

Could you please inform us when the first payment will be processed?

I'll be awaiting your reply.

Dear EIIRAn12,

We hope you are well.

We can see that your latest withdrawal request was submitted on 25.08.

Please be informed that we took the necessary actions to expedite the payment as much as possible. We kindly suggest giving it just a bit more time and you should see the funds reflected in your bank account.

Kind regards,

5Gringos Team

Still no payment from them.

Dear 5Gringos Casino,

Could you please inform us when the player's withdrawal will be processed?

I'll be awaiting your reply.

Dear EIIRAn12,

Thank you for your patience during this time.

Apologies for the long wait. We want to reassure you that the amount will soon be payed out.

Please bear with us just a bit longer, we will post an update once the withdrawal is complete.

Kind regards,

5Gringos Casino

Dear 5 Gringos,

Do you not think that i should be top priority since i won this money in May or is every winning player being left to wait this long? Why have such low withdraw limits also if you cannot handle it?

Dear EIIRAn12,

We are happy to inform you that the withdrawal was processed.

We want to reassure you that the withdrawal facility on your account is again fully operational. You can now place a new withdrawal request and expect it to be processed within the standard timeframe of 3 business days.

If you have any other questions or concerns, please let us know.

Kind regards,

5Gringos Team

Dear EIIRAn12,

Could you please inform us of the total amount you have withdrawn from the casino so far, as well as the remaining balance in your account? Additionally, does the casino pay out your winnings in accordance with their terms and conditions?

I'll be awaiting your reply.

Dear EIIRAn12,

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,
Stefan
Casino.Guru