5Gringos Casino - Hráč nemá přístup ke svému kasinovému účtu.

After winning €800 at 5gringo Casino (no bonus money but real money) I submitted a request for a payout

Then I got the information that my account needs to be verified. For this I uploaded all the necessary documents and the account was successfully verified after verification. That's when the problem started that my account stayed blocked. Paying out/depositing and also playing are no longer possible, error messages like account locked come up all the time!

I am asked to contact support or to explain the problem in live chat.

I've now felt like I've done it 100x:

The account is active, there is no problem.

They can't find a solution to my problem and the account is still blocked, so I can't even pay out the money.

I have written many emails to support with no success.

I should delete the browser history and also try cookies and on the PC again, then it should work, it says every time, but nothing works.

Now they block completely and I'm kicked out of the chat and the support doesn't even answer anymore!

Nach dem Gewinn von 800€ beim 5gringo Casino(kein Bonusgeld sondern Echtgeld) habe ich ein Antrag auf Auszahlung gestellt

Daraufhin bekam ich die Information, dass mein Account verifiziert werden muss. Dafür habe ich alle erforderlichen Unterlagen hochgeladen und das Konto war nach Überprüfung erfolgreich verifiziert. Da begann das Problem, dass mein Konto gesperrt blieb. Auszahlen/Einzahlen und auch Spielen sind nicht mehr möglich, ständig kommen Fehlermeldungen wie Accountlocked!

Hierzu werde ich aufgefordert mich an den Support zu wenden oder im Live Chat die Problematik zu erklären.

Habe ich nun gefühlt 100x gemacht:

Das Konto sei aktiv, es besteht kein Problem.

Zu meinem Problem finden diese keine Lösung und das Konto ist nach wie vor gesperrt, sodass ich das Geld nicht einmal auszahlen kann.

Dem Support habe ich nun viele Mails geschrieben, ohne Erfolg.

Ich soll den Browserverlauf löschen und auch Cookies und am PC nochmal versuchen, dann müsste es gehen heisst es jedesmal, funktioniert jedoch alles nicht.

Nun blockieren diese komplett und ich werde vom Chat geschmissen und der Support meldet sich gar nicht mehr!

Dear tugbag,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few more questions before we proceed.

Do I understand correctly that the block you are experiencing is not intended to be enforced by the casino? Did you try to log in with different devices since the problem started? Could you advise if your casino balance is untouched? Did you ask casino support if it is possible to initiate your withdrawal manually?

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

Best regards,

Tomas

Hello again,

I can log in normally.

When I'm logged in, no matter what I choose or request, the error message Account locked!

Yes, I tried it on another smartphone and also on the PC, also with incognito!

The balance is untouched!

Yes, I have already requested this twice manually because I was told I could do it, but the support does not respond to these emails at all!

Hallo nochmal,

ich kann mich ganz normal einloggen.

Eingeloggt kommt, egal was ich wähle oder beantrage, die Fehlermeldung Account locked!

Ja, ich habe es über ein weiteres Smartphone und auch dem Pc, auch mit Inkognito, versucht!

Das Guthaben ist unberührt!

Ja, manuell habe ich das bereits 2x angefordert, da mir gesagt worden ist, das könnte ich machen, aber genau auf diese Mails reagiert der Support überhaupt nicht!

Could you clarify which deposit method you used and if it can be used for withdrawals? Please also forward any relevant communication between you and the casino to tomas@casino.guru. Alternatively, you can post it here.

For the deposit I only used Giropay and for the payout I can use bank transfer and Mastercard, tried both.

I forward messages from support to your mail

Für die Einzahlung habe ich nur Giropay beansprucht und für die Auszahlung kommen für mich Banktransfer und Mastercard in Frage, beides versucht.

Mitteilungen vom Support leite ich an Ihre Mail

Thank you very much, tugbag, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Hello, tugbag,

I am sorry to hear about your situation, and I apologize for the delayed reply. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite 5Gringos Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear 5Gringos Casino Team,

Could you please provide us with an explanation of the player's issue? What should be done on the player's side to completely solve the problem?

Thank you in advance for providing the information.

matter is settled!

complaint can be closed

Angelegenheit ist erledigt!

beschwerde kann geschlossen werden

Great news, tugbag!

Thank you for your confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.guru