5Gringos Casino - Hráč si stěžuje, že nedostal bonus.

Hi, I have a problem with a bonus that is not awarded due to problems I think and I hope of provaider,

It all started with the first deposit I selected the bonus but it is not processed ... It all started 2 months ago ... I unlocked various bonuses the only remaining now to get the bonus is called dynamite, second when requested by the bonus ( run the first access) as agreed, I clicked on play but the request is not processed ... So after a while I wrote in chat to understand why ... I have contacted 13 different operators through live support but I have not been helped not to mention the operators who did not know what a bonus it was ... And also who hung up the terminal before I finished solving the matter !!! zero ... Now I have read that my bonus request is valid for 96 hours and 24 hours have already passed I am afraid that the bonus will not be awarded ... I am level 3 which means that I have played large sums in the casino ... I have conversations and screenshots at your fingertips ... To validate my complaint request ... Please ask for help from you, I made a complaint with askgamblers less than 24 hours ago can I make another one? ... this is not the way of doing business ...

For doubts and questions I am at your disposal

Salve, ho un problema con un bonus che non viene assegnato per problemi penso e spero di provaider,

Tutto é iniziato con il primo versamento ho selezionato il bonus ma non viene processato... Tutto é iniziato 2 mesi fa ... Ho sbloccato vari bonus l unico rimanente adesso per ottenere il bonus si chiama la dinamita , secondo quando richiesto dal bonus (esegui il primo accesso ) come da accordi ho cliccato su gioca ma non viene elaborata la richiesta... Allora dopo un po' ho scritto in chat per capire come mai ... Ho contatto 13 operatori diversi tramite il live support ma non sono stato aiutato per non parlare degli operatori che non sapevano che bonus fosse... Ed inoltre chi mi ha riattaccato il terminale prima che finissi di risolvere la questione!!! zero... Adesso ho letto che la mia richiesta di bonus ha validità 96 ore ed sono già passate 24 ore ho paura che il bonus non venga assegnato ... Sono livello 3 ciò significa che ho giocato ingenti somme nel casino ... Ho conversazioni e screenshot a portata di mano ... Per avvalorare la mia richiesta di reclamo ... Per favore chiedo aiuto a voi , ho fatto un reclamo con askgamblers meno di 24 ore fa posso farne un'altro?...questo non é il modo di fare affari...

Per dubbi e domande sono a vostra disposizione

Dear Geo93,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you redeemed any bonus from this casino in the past? What was the exact reason why a promotional offer couldn’t have been applied to your account? Have you tried to communicate this issue with casino? If there’s any relevant communication, please forward it to petronela.k@casino.guru.

Meanwhile, please understand, that we can’t penalize the casino for not giving you a bonus automatically.

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

Best regards,

Petronela

Hi petronela,

She asks me:

Have you redeemed any bonuses from this casino in the past?

-I have redeemed more than one and never had a problem, weird ...

What was the exact reason why a promotional offer could not be applied to your account?

-I don't know ... I would like to know this answer too. I have contacted you about it

Have you tried to report this issue with the casino?

More than once .. I have sent you some communications by email

Thank you

Greetings,

Salve petronela,

Lei mi chiede:

Hai riscattato qualche bonus da questo casinò in passato? 

-si ne ho riscattato più di uno e non ho mai avuto problema, strano...

Qual è stato il motivo esatto per cui non è stato possibile applicare un'offerta promozionale al tuo account?

-non saprei... Questa risposta vorrei saperla anch'io vi ho contattato in merito

Hai provato a comunicare questo problema con il casinò? 

Piu di una volta.. le ho inviato alcune comunicazioni per email

Grazie

Saluti,

Thank you very much, Geo93, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Ok thanks Petronela ... I await your news, because even today on 20/06 they still manage to solve this bug

Best regards

Ok grazie Petronela... Aspetto vostre notizie, perché anche oggi in data 20/06 ancora riescono a risolvere questo bug

Cordiali Saluti

Hello, Geo93,

I am sorry to hear about your situation. 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 state the reason why the bonus has not been credited to the player's casino account yet? Are there any special Terms and Conditions that were not met? Are you able to look at the player's issue and in case of a technical issue, provide the player with the bonus despite the possible expiring of this bonus offer?

Thank you in advance for providing the information.

Hello Branislav,

Did you hear any news on other channels?

I have contacted both the VIP assistance and the technical support but I have not received an answer regarding my problem only that they are working to solve it ... 10 days have passed since the first message in live chat where I explained the bug which occurred on 15/06 .

Now I would like to know if there are other ways to appeal / claim and in what way .... their behavior is not correct.

Best regards

Thank you

Ciao Branislav,

Hai avuto notizie su altri canali?

Io ho contattato sia l assistenza vip che il supporto tecnico ma non ho ricevuto risposta riguardo al mio problema solo che si stanno adoperando per risolverlo... Sono passati 10 giorni dal primo messaggio in live chat dove spiegavo il bug avvenuto in data 15/06.

Adesso vorrei sapere se ci sono altri modi per fare ricorso/reclamo e in che modo ....non é corretto il loro comportamento.

Cordiali Saluti

Grazie

Unfortunately, not yet.

I will extend the timer by another 7 days tomorrow and also will try to contact the casino again outside this open thread. If we do not receive any response and/or information from the casino until the second timer expires, then I would recommend that you contact the gaming authority that regulates the casino.

Perfect Branislav,

I agree to wait another 7 days

Recalling that from June 15th that I forwarded the first complaint, seen and considered that .... I am waiting for your news and I will keep you updated on the implications of the matter

Thank you

Best regards

Perfetto Branislav,

Concordo nell' attendere altri 7 giorni

Ricordando che dal 15 giugno che ho inoltrato il primo reclamo,visto e considerato che .... Aspetto tue nuove e ti terrò aggiornato sui risvolti della faccenda

Grazie

Cordiali Saluti

We would like to ask 5Gringos Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have a negative impact on the casino's rating.

Dear Customer,

Thank you for reaching out to us.

We are sorry to hear that you have faced issues when paying with us. We would like to assure you that we will do everything in our power to improve our services further.

We would like to kindly ask you to log in to your game account on our website by using a PC and then try to claim your achievement. In case it will still not work, please, let us know and provide a screenshot from a PC showing the issue.

Thank you in advance.

Best regards,

5Gringos.com

Thank you for the update, 5Gringos Team.

Dear Geo93,

Can you please try to follow the instructions given above and let us know if it worked?

We are looking forward to hearing from you.

Hello Branislav,

I finally solved it I'm very happy thank you very much ... To you and all the staff ...

Greetings

Salve Branislav,

Finalmente ho risolto sono felicissimo ti ringrazio veramente tanto ... A te e tutto lo staff ...

Saluti

Great news! Thank you, Geo93, for confirming and for using the Casino Guru complaint resolution centre. I am very glad your problem was successfully solved.

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.

Thank you too, 5Gringos Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.guru