5Gringos Casino - Hráčův účet byl zablokován.

Ladies and Gentlemen

on June 6th, 2023 my account was closed after verification due to point 9.1 of the General Terms and Conditions.

I have not breached any of these points, and am very upset about it!

To date, the casino has not given me any response and I am no longer getting any responses from customer service.

Can you please help me to get my payout from the remaining 4000 ?

Sehr geehrte Damen und Herren,

am 06.06.2023 wurde mein Konto nach der Verifizierung wegen dem AGB Punkt 9.1 geschlossen.

Ich habe gegen keinen dieser Punkte verstoßen, und bin sehr aufgebracht darüber!

Das Casino teilte mir bis heute noch keine Stellungnahme zu und ich bekomme keine Antworten vom Kundenservice mehr.

Könnt ihr mir bitte helfen meine Auszahlung von den restlichen 4000 zu erhalten ?

Dear Jeanny13,

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

Could you please advise how long ago you registered your account? Do I understand correctly that your account was blocked during the verification procedure?

Which games have you been playing (live casino games, slots, or sports betting)?

Were your winnings accumulated with or without an active bonus?

Please forward any relevant communication between you and the casino to veronika.l@casino.guru. Alternatively, you may post the screenshots here.

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

Best regards,

Veronika

Hello,

thank you for taking my case. That really relieves me a lot!

The account was opened on March 9, 2023.

the verification was very tedious because numerous documents were required.

When I uploaded the last document (Jeton transaction history from 1.5-11.5) this was confirmed a short time later.

About 30 minutes later my account was closed. The live chat informed me that I should have violated the AGB 9.1.

However, only I used the account and did not violate any of these terms and conditions.

I was not given any evidence that I actually violated it. I don't even get any meaningful answers from the casino.

I was also not told what will happen to my credit balance. The casino told me I would get a statement via email. To date I have not received any response or comment from the site.

Mainly I only played the classic slot games and without using a bonus!

I have sent you all the information via email. It may take a few minutes to get everything!

Thanks and best regards!

Hallo,

danke das sie meinen Fall an sich genommen haben. Das erleichtert mich wirklich sehr!

Das Konto wurde am 9. März 2023 geöffnet.

die Verifizierung war sehr mühsam da zahlreiche Dokumente gefordert wurden.

Als ich das letzte Dokument (Jeton Transaktionsverlauf vom 1.5-11.5) hochgeladen habe wurde dieser kurze Zeit später bestätigt.

Ungefähr 30 Minuten Später wurde mein Konto geschlossen. Der Live Chat teilte mir mit das ich gegen Die AGB 9.1 verstoßen haben solle.

Allerdings habe nur ich das Konto genutzt und gegen keiner dieser AGBs verstoßen.

Mir wurden keine Nachweise geliefert, das ich tatsächlich verstoßen habe. Ich bekomme nicht einmal sinnvolle Antworten vom Casino.

Ebenfalls wurde mir nicht gesagt, was jetzt mit meinen Guthaben passiert. Das Casino sagte mir dass ich eine Stellungnahme per email bekommen werde. Bis heute habe ich keine Antwort bzw Stellungnahme der Seite bekommen.

Hauptsächlich habe ich nur die klassischen Automaten spiele gespielt und dabei ohne das nutzen von einem Bonus!

Ich habe dir alle Informationen per Email gesendet. Es dauert eventuell ein paar Minuten bis du alles bekommst!

vielen Dank und beste Grüße!

Good Morning all!

The casino just paid me €500 to my Jeton E wallet. I didn't get a message.. only the confirmation of the payment!

With this in mind, I ask the casino to pay out the remaining balance of €3500!

My account is currently still closed.

Best regards!

Guten Morgen Zusammen!

das Casino hat mir grade 500€ auf meine Jeton E wallet ausgezahlt. Eine Nachricht habe ich nicht bekommen.. nur die Bestätigung der Auszahlung!

Ich bitte das Casino in diesem Sinne das verbleibende Guthaben in Höhe von 3500€ auszuzahlen!

Mein Konto ist derzeitig noch immer geschlossen.

Beste Grüße!

Do you have any idea why the casino sent you €500? Was that your initial deposit or do you believe it is a part of your winnings?

Hello,

i don't know why i got this 500€… anyway my last deposit wasn't 500€

I asked in live chat, but as always I was told that my account was closed due to T&C violation 9.1.

I hope that it is my prize... but there are still 3500€ missing and I have not received another payment of 500€...

I urgently need your help.

Hallo,

ich weiß nicht warum ich diese 500€ erhalten habe… meine letzte Einzahlung war jedenfalls nicht bei 500€

Ich habe in Live Chat gefragt, aber da sagte man mir nur wie immer das mein Konto wegen dem AGB Verstoss 9.1 geschlossen wurde.

Ich hoffe das es sich um mein Gewinn handelt… aber es fehlen noch 3500€ und eine weitere Auszahlung von 500€ habe ich nicht erhalten…

Ich benötige dringend eure Hilfe.

Thank you very much, Jeanny13, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, Jeanny13!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Dear all,

Thank you for reaching out.

Please be informed that we sent an email to pavel.k@casino.guru. Looking forward for your reply!

Best regards,

Customer Support

Ladies and Gentlemen

Thank you for your reply.

Can you please send me all the evidence by email that I have been asking you for weeks?

Best regards!

Sehr geehrte Damen und Herren,

vielen Dank für ihre Antwort.

können sie mir bitte auch alle Nachweise per email zukommen lassen, welche ich bereits seit Wochen von euch angefragt habe?

liebe grüße!

Hello, Jeanny13!

Casino has provided us with the proof that you have used 3rd party payment method to deposit to the casino. They have paid you out 500€ and I was informed that this was the final payment. As frustrating as they can be, such rules are implemented in all casinos for a number of valid reasons, and they have all grounds not to pay out when these rules are breached. It is done mostly to prevent spreading fraud. Here, I must reject this complaint. I hope for your understanding.

Respectfully,

Pavel K

Casino Guru Team

We have reopened this complaint after internal discussion. We are going to investigate the issue further, so the request has been sent to the casino.

Ladies and Gentlemen

Thank you for reopening this request and wanting to help me.

please email me the proof provided by the casino.

Best regards

Sehr geehrte Damen und Herren,

vielen dank, dass sie diese Anfrage erneut eröffnet haben und Sie mir helfen wollen.

bitte lassen sie mir den Nachweis welcher von Casino bereit gestellt wurde per E-Mail zukommen.

Mit freundlichen Grüßen

Dear Pavel,

We would like to inform you that we replied to your latest email.

Best regards,

Customer Support

Jeanny13, could you, please, send me the same bank statement that you have provided to the casino? My e-mail is pavel.k@casino.guru.

Hello,

which account statement?

from the bank, token or credit card?

Best regards

Hallo,

welchen Kontoauszug?

von der Bank, Jeton oder der Kreditkarte?

Mit freundlichen Grüßen

It would be the most useful, if you could send all financial statements that you have sent to the casino. Thank you!

Hello Pavel,

I sent you all the documents I sent to the casino.

The documents confirm the following:

• bank account
• Credit/Debit Card
• Chip Wallet
• Deposits
• payouts
• Proof of residence

Please take a look at this evidence and then give me feedback.

If you need more information please contact me and I will provide you with everything you visit.

Best regards

Hallo Pavel,

ich habe dir alle Dokumente, welche ich an das Casino gesendet habe zukommen lassen.

Die Dokumente bestätigen folgendes:

• Bankkonto
• Kreditkarte/Debitkarte
• Jeton Wallet
• Einzahlungen
• Auszahlungen
• Nachweis des Wohnsitzes

Bitte schau dir diese Nachwiese an und gebe mir anschließend eine Rückmeldung.

Solltest du weitere Infos benötigen melde dich bitte bei mir und ich stelle dir alles was du besuchst zur Verfügung.

Mit freundlichen Grüßen

Thank you very much! I will let you know as soon as we will come to the reasonable solution!

Can you tell me what exactly I should have done wrong? Which payment method should I have used which should not belong to me ??

Können sie mir sagen, was genau ich falsch gemacht haben soll? Welche Zahlungsart soll ich genutzt haben welche nicht mir gehören soll ??

Good evening,

is there any news?

Best regards!

Guten Abend,

gibt es eventuell bereits Neuigkeiten?

Mit freundlichen Grüßen!

Jeanny13, I have sent you an e-mail with the further question.

Hello,

I have replied to this email!

Best regards

Hallo,

ich habe auf diese email geantwortet!

Mit freundlichen Grüßen

Jeanny13, I have sent you the detailed response through the e-mail. Also, I would like to repeat the last part from it here: "The only last thing you can do and I recommend you to do it is to open a complaint with the Curacao Antillephone Gaming Authority. You can do so here: info@gaminglicences.com, certria@gaminglicences.com or complaints@gaminglicences.com." Please, let me know if you will be trying to lodge a complaint with them!

If you will have any questions - do not hesitate to ask me here, on my e-mail. I wish you the best of luck with this issue. Also, if you will have any problems with this or other casinos in the future - you can always use our Complaint Resolution Center. We will try our best!

Respectfully,

Pavel K

Casino Guru Team

Hello, I have replied to your email again.

Best regards

Hallo, ich habe nochmals auf ihre email geantwortet.

Mit freundlichen Grüßen

Hello,

I have sent an email reply.

Hallo,

ich habe noch eine Antwort per E Mail gesendet.

Hello, I have replied to you again.

Best regards

Hallo, ich habe dir erneut geantwortet.

Mit freundlichen Grüßen

Jeanny13, have you decided if you want to lodge a complaint with the regulator?

Dear Jeanny13,

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.

We have reopened this complaint to let all relevant parties know that the player has submitted the complaint to the Gaming Authority. Therefore, I change the classification of this complaint. Thank you!

Dear Jeanny13,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

Hello, I never got an answer.

Hallo, ich habe nie eine Antwort bekommen.

Thank you!

5Gringos, can you confirm that you have not received any communication regarding this case from the regulator as well?

We would like to ask the 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 may negatively affect its rating.

I never got an answer, I just want the money I won! How can it be that not even the supervisory authority has contacted me?!

Ich habe nie eine Antwort bekommen, ich möchte doch einfach nur mein gewonnenes Geld haben! Wie kann es sein das sich nicht einmal die Aufsichtsbehörde meldet?!

Dear Pavel,

Thank you for reaching out.

We would like to inform you that the regulator reached out to us on 28.01.2024 and we provided them with our final reply on 19.02.2024. We haven't heard about this case from the regulator since.

Best regards,

Customer Support

Dear Casino, what is the answer? I would like to have proof that you were actually contacted by the supervisory authority.

I don't understand what the problem is, I have sent all the evidence and explained several times that it is a misunderstanding.

I would be happy to give you an affidavit regarding this case. I would like this problem to be resolved and my winnings to be paid out to me!

Please send me information on how we can solve this problem!

Best regards

Sehr geehrtes Casino, wie lautet den die Antwort? Ich hätte gerne einen Nachweis darüber das Ihr von der Aufsichtsbehörde tatsächlich kontaktiert wurdet.

Ich verstehe nicht wo das Problem ist, ich habe alle Nachweise gesendet und mehrmals erklärt das es ein Missverständnis ist.

Ich gebe euch gerne eine eidesstattliche Versicherung zu diesen Fall. Ich möchte das dieses Problem behoben wird und das mir mein Gewinn ausbezahlt wird!

Bitte lassen sie mir nun Informationen zukommen wie wir dieses Problem lösen!

Mit freundlichen Grüßen

Thank you 5Gringos! Could you, please, provide me with the regulator's decision? You can do so here or to my e-mail: pavel.k@casino.guru.

Dear Pavel,

Please be informed that we sent you an email to pavel.k@casino.guru.

Best regards,

Customer Support

Dear Casino,

Would you be willing to find a settlement where both sides could be satisfied?

A payout of €3,500 is available.

I would be willing to forgo the rest if they only pay me €2,000.

So I would think that both sides would be satisfied.

I look forward to your reply.

Best regards

Sehr geehrtes Casino,

wären sie dazu bereit ein verlgeich zu finden wo beide Seiten zufrieden sein könnten?

es steht eine Auszahlung von 3,500€ offen.

Ich wäre bereit auf den Rest zu verzichten wenn sie mir nur 2,000€ auszahlen.

Somit würde ich denken, das beide Seiten zufrieden wären.

Ich freue mich auf die Antwort.

Mit freundlichen Grüßen

Jeanny13, for now, I will close this complaint as unresolved and waiting for the regulator's decision. It will reopen automatically in three moths so we can learn if you have received a response. Please, abstain from filing reopen requests and further e-mails, there is nothing we can do to help you at the moment.

Dear Jeanny13,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

I haven't received any response from the authorities!

Ich habe keine antwortet con der Behörde bekommen!

How can it be that not even the supervisory authority does anything in this case and you are even ignored by them?!

Wie kann es sein das nicht einmal die Aufsichtsbehörde etwas in diesem Fall macht und man sogar von denen ignoriert wird?!

Jeanny13, your complaint must have initially stayed rejected. We still have our position the same as when the complaint was rejected for the first time. Therefore, I will reject it now. Please, if you will receive regulator's decision, contact me or send the reopen request and I will then update the case. Until you receive the response, the complaint will stay rejected. Thank you!