5Gringos Casino - As retiradas dos jogadores estão sendo canceladas.

Good morning, the casino in question keeps canceling my withdrawal requests. They've already canceled two requests for €500, saying there were issues with the payment processor. However, I contacted the processor and there's been no problem on their end.

I think it's the mess that you keep canceling my requests.

I emphasize that I am using the same payment method used for the deposit.

Buongiorno , il casino in questione continua ad annullare le mie richieste di prelievo. Hanno già annullato 2 richieste di 500 euro, dicendo che ci sono problemi con il gestore di servizi di pagamento. Ma ho contattato il gestore e non risulta nessun problema da parte loro.

Penso che sia il casino che continui a ad annullare le mie richieste.

Sottolineo che sto usando lo stesso metodo di pagamento utilizzato per il deposito.

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Dear Fra893, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with 5Gringos Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Have you made any successful withdrawals before?  
• Could you please confirm that you have passed the KYC verification? 
• Have you accumulated your winnings with or without an active bonus? 

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

Best regards, 

Katarina

Hello Caterina

Thanks for your prompt reply.

I confirm that I have already withdrawn using this method in the past.

I also passed the KYC verification and have NEVER used bonuses.

F*************

Ciao Caterina

Grazie per la pronta risposta.

Ti confermo di aver già prelevato con questo metodo in passato.

Inoltre ho superato la verifica kyc e NON ho mai utilizzato bonus.

F***********

Update: My withdrawal has been canceled for the third time in a row. They keep saying there's a technical issue.

Aggiornamento: è stato annullato il prelievo per la terza volta di fila. Continuano a rispondere che c'è un problema tecnico.

Dear Fra893,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hello Caterina

I emailed you the documentation I have.

I await your kind reply.

Thank you

Ciao Caterina

Ti ho mandato per mail la documentazione in mio possesso.

Attendo un tuo gentile riscontro.

Grazie

Thank you very much, Fra893, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Thanks Caterina, unfortunately the problem hasn't been resolved yet.

The casino keeps voiding my withdrawals.

Grazie Caterina, purtroppo il problema non è stato ancora risolto.

Il casinò continua ad annullare i miei prelievi.

Dear Fra893,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from 5Gringos Casino to join this conversation and assist in addressing the complaint.

Dear 5Gringos Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear all,

Thank you for bringing our attention to this matter.

We fully understand the importance of a swift withdrawal and would like to extend our apologies to Fra893 for any inconvenience caused by this.

Please allow us some time to investigate the issue, we will post an update as soon as there is more information.

Your patience is much appreciated.

Kind regards,

5Gringos Team

Good morning Casino 5 gringos

This is not a matter of delays in withdrawals, but of cancellations.

Buongiorno Casinò 5 gringos

Qua non si tratta di ritardi nel prelievo, ma di annulli.

Dear 5Gringos Casino,

Thank you for your response and for looking into this matter.

We kindly ask that you keep us updated on the progress of your investigation and provide an explanation regarding the reason for the player’s withdrawal rejections once available.

I look forward to your update.

For the sake of completeness, I would like to inform you that today they cancelled the withdrawal again.

Furthermore, this is the second time that they didn't even notify me of the cancellation via email.

Per completezza comunico che oggi hanno annullato nuovamente il prelievo.

Inoltre è la seconda volta che non mi avvisano neanche dell'annullo via mail.

Dear Fra893,

Thank you for your patience during this time.

Following a careful investigation, our team concluded that the transactions are failing due to an unknown error on the payment service provider's end.

We would like to clearly state that there are no restrictions imposed by us. The matter has already been addressed with our payment provider and they are actively working to identify and resolve the issue.

While we are working on a solution, we kindly ask that you contact your bank to check whether payments from casino or online gaming merchants may have been blocked or restricted. Additionally, please let us know if you have another bank account in your name that can be used for the withdrawals.

We are grateful for your patience and cooperation.

Kind regards,

5Gringos Team

Dear Fra893,

Could you please follow the casino’s instructions and let us know the outcome?

I look forward to your response.

Dear Fra893,

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