5Gringos Casino - O jogador está atrasado na conclusão do KYC.

They are making it impossible for me to complete KYC. Everything was accepted except of proof of adress. I sumbitted my bank statements, they said I should upload a different official document containing my adress. I uploaded my rental contract. It was also declined. I don't have any other document that confirms my adress other than these 2. When I tell them that they just ignore it and send the same copypaste message telling me to upload a bank statement or similar document (which I did). There is no progress.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a crucial and essential process, during which the casino ensures that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process. 

• Could you please advise when documents for the address were requested and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format? 
• Have you received any specific reasons from the casino for why your bank statement and rental contract were declined?
• Could you confirm if there are any other documents that you may have that include your address (e.g., mobile phone contract/bill, any confirmation from your job or place of study, municipal letters)?

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, 

Natalia

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and does, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

The documents were requested on 25.07 and I immediately sent everything. Everything was accepted expect of the bank statement. I submitted the rental contract on 31.07 and it was immediately rejected. I did not receive a reason why.

I have uploaded them in the original pdf format.

For the bank statement they said it should be a local bank, which I don't use. For the rental agreement there was no reason at all.

I checked everything and I don't have any other document that confirms my adress.

Thank you very much for your reply.

Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru, together with the documents you provided as proof of address? I can assure you that this information will be used solely for our internal analysis and won't be shared with any third parties. Thank you in advance for your cooperation.

I have forwarded you all emails and also sent you the documents!

Dear player, thank you for the emails.

As I can see, you have an account at an online bank. To top up such an account, one usually should use another bank account for a money transfer. Can you please specify if another bank account that you use has a different address?

Additionally, your rental agreement was signed in November last year. From our experience, casinos often require more up-to-date documentation (usually not older than 3-6 months). Do you think it would be possible for you to obtain an up-to-date copy of that agreement from the Studierendenwerk?

As for the bank: No, for me that is my completely normal bank. I use it for my everyday life and pay everything with it, I never had any problem with it and I don't use another bank.

The rental agreement I can check but I would be surprised if they offer such service.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.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.

Dear Andipf,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from 5Gringos Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear 5Gringos Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's verification.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Dear All,

Thank you for reaching out to us.

We are investigating the matter with the relevant department.

Once we have an update, we will let you know.

Best regards,

5Gringos Casino Team

Dear All,

We were informed by the relevant department that the player's account has been verified.

If you have any further questions, please do not hesitate to let us know.

Best regards,

5Gringos Casino Team

I can confirm that I am verified and I am now waiting for my withdrawal.

Dear 5Gringos Casino,

Thank you for your response and for expediting the verification process of the player’s account.

Dear Andipf,

I’m glad to hear that your KYC has been successfully completed and that your withdrawal is now being processed. Please let me know once you have received your funds.

Thank you!

Sadly, I have not received any funds yet.

Dear All,

The player's withdrawal has been processed, and the money has been sent from our side.

The funds can take 3 - 5 working days to appear in their account, however, this is subject to the payment method used and their bank's standards.

Additionally, the player has made a new withdrawal request, which will be processed in a timely manner.

Best regards,

5Gringos Casino Team

I have received the payment of 500€ and am waiting for the next payment.

Dear Andipf,

I’m glad to hear that you’ve started receiving your payouts! Please keep me updated on the progress of your upcoming installments.

Thank you for keeping me informed.

Dear Andipf,

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.

I have received further funds. Soon everything should arrive

Dear Andipf,

Thank you for your update. Please let me know once you’ve received your full balance, or alternatively, you can mark the case as resolved by clicking the "Issue Resolved" button at the bottom of the page.

Thank you.

Today I received the past payment. Thank you for your amazing help!

Dear Andipf,

I’m pleased to hear that your issue has been successfully resolved. I’ll go ahead and mark the complaint as "resolved" in our system.

Thank you for your cooperation! If you encounter any further issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re here to assist you!

We hope your experience with our services was positive. While we don’t charge fees or accept tips, your feedback is incredibly important to us. We would greatly appreciate it if you could take a moment to share your thoughts on Trustpilot (link here). An honest review, along with any suggestions for improving our complaint resolution and mediation process, would be extremely valuable. Your insights can help others who may be facing similar issues.

Thank you in advance for your support in helping us enhance our services!

Best regards,

Kubo