5Gringos Casino - O jogador acredita que o seu pagamento foi atrasado.

Hello

Im waiting from my withdrawal since 7 days i requested my withdrawal 17 February today is 24 February nothing as been processed i go to live chat they say every time the same thing soon as possible or nearest time or your withdrawal is in final stage.

Even they say " i will request a not to prioritise ur withdrawal " but nothing is done!

i sent email on 18 February too no one responded

Until know i see that they dint want to pay!

Dear vitorsilvapvz,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

But they said to me that they putted priority! And every time they finally stages and nothing yet

Dear vitorsilvapvz,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

I didnt receive the withdrawal i have 1,149€ euro in the site i cant withdrawal because i have him blocked until they verifying my documents .. because they saw that i was using vpn ( i was in holiday in netherlands i turn on their the vpn to visit the website i didnt knew that as prohibited and i sent a email to them explaining why but before they sent me this email

"Dear Vitor Silva,

We hereby inform you that the Verification of your account will be completed once having confirmed your IP: to do so, we kindly ask you to simply log in using mobile or public network and contact us in chat.

Please note that the usage of any kind of IP masking services

(VPN) is strictly prohibited by our Terms and Conditions and may lead to the closure of the account.

If you have any additional questions, please do not hesitate to contact us.

Best Wishes,

Support Team"

And im now in portugal I logged in

i went to chat to contact them to confirm that i was in portugal and to them confirm it but until know nothing!

Hello i have an update

They verified my account and know i dont have any block on my account i made

3 requests of withdrawal (7 march(500€) / 8 march(500€) and 10 march (149€)

I hope to not wait 11 days again…

Dear vitorsilvapvz,

I'm glad to hear that your account is now verified.

Keep in mind that it still might take a few days for the withdrawal to appear on your account.

Let us know in case the money would arrive or would take longer to be processed.

Awaiting your response.

Regards,

Nick

Tomorrow it will be the last day of 3 bussiness day

regards vitor silva

Dear vitorsilvapvz,

Can you please give us an updated regarding your payment withdrawals - have you received any of them?

If still not, we will try to intervene.

Awaiting your response.

Regards,

Nick

Dear vitorsilvapvz,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.