5Gringos Casino - Zahtevi igrača za zatvaranje naloga se ignorišu.

Repeated Ignored Closure Requests, Hidden Foreign Fees & Delayed Withdrawals

Complaint:

I have been a long-time user of 5Gringos Casino and I am filing this complaint due to a serious pattern of misconduct that has caused me financial harm and distress.

Despite repeated requests over several months for my account to be closed due to gambling harm, 5Gringos ignored every request and allowed me to continue depositing, even after I explicitly stated I was struggling and wanted the account closed.

They also processed all of my payments in foreign currency without proper disclosure. I made over 2,500 deposits, and each one incurred international fees from my bank — sometimes $1.50, $3, or even more per transaction — amounting to thousands of dollars over time. These charges were never clearly explained or authorised.

Additionally, I:

Tried to withdraw $2,500 from a bonus win and they delayed processing, which led to me reversing it and losing the funds.

Lost nearly $2,000 in one week and only received $12 cashback because they claim a past withdrawal voids it — even though their own terms don’t mention this rule.

Asked for a full transaction history and was refused.

I have already submitted complaints to ACMA in Australia and my bank, but I believe Casino Guru should be made aware of this operator’s pattern of misconduct. I am requesting:

Full closure of my account

A refund of international processing fees and losses after I asked for exclusion

Public action or warning if the casino continues ignoring responsible gambling obligations

I can provide supporting evidence including screenshots of conversations, terms, and banking charges.

Thank you for your help.

Dear Natskie,

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 gambling problems).

Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is katarina.d@casino.guru.

Thank you very much in advance.

Best regards,

Katarina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Iv replied via email thanku

Dear Natskie,

thank you very much for your emails and information provided.

I am truly sorry for the situation you found yourself in. I understand that admitting such a personal and sensitive issue, particularly to someone you have never met, can be challenging. However, as the casino representative was not made aware of any underlying issues, their attempts to retain you as a customer are understandable as a standard business practice, even if it appears unfavorable in retrospect.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

To ensure a self-exclusion request is readily identifiable and processed promptly by a casino, please allow me to share an example of an effective self-exclusion email.

Example:

Email subject: Self-exclusion due to a gambling problem

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings 5Gringos Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

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

Please send another email to casino email support@5gringos.com (you can include me in the copy at katarina.d@casino.guru) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Katarina

What about all the undisclosed fees I've been charged do u think that's feesable

Dear Natskie,

thank you for your message.

We understand your frustration regarding the transaction fees.

As you noted in your complaint, these charges appear to be transaction fees levied by your financial institution. While it may seem as though the casino operates within your country, thus negating international fees, most online casinos operate internationally. Consequently, exchange rates and international fees may apply. Furthermore, requesting reimbursement for fees accumulated over several years, encompassing more than 2500 deposits and withdrawals, may be impossible, even if wrongfully charged. It is the player's responsibility to inquire about fees promptly upon their application, rather than after a substantial accumulation of transactions.

Regarding your self exclusion, has your request been accepted? Is your account permanently blocked, please?

No it's not iv been constantly ignored and allowed to keep playing they made it seem like there Australian even calling from a melb number they should at least reimbrurse the last two years and whatever deposits iv made since asking exclusion

Dear Natskie,

thank you for your message and your emails. I apologize for the delayed response. I was on sick leave and unable to reply.

Could you please forward me the email you sent to casino with your self exclusion request? My email is katarina.d@casino.guru.

Looking forward to your reply,

Katarina

done

and as far as i knew they were in australiua as they were calling me from a victorian number and i have proof of that

i even have proof of them admittiting it

Dear Natskie,

thank you for your messages and email.

After reviewing the account closure request, I found no indication of a self-exclusion request related to a gambling problem. My understanding is that you do not experience gambling addiction, and therefore have the capacity to discontinue casino services and unsubscribe from marketing communications independently. As the account closure request does not appear to be connected to any underlying issues, the casino is entitled to process the request according to their internal procedures and timeline. It is also within their discretion to attempt to retain you as a customer by offering promotions.

Unfortunately, I am unable to assist with standard account closure requests, as these matters are managed directly by the casino.

I will now close this complaint.

Please contact us should you encounter any issues with an online casino.

All the best,

Katarina