5Gringos Casino - プレイヤーのアカウントがブロックされました。

Good day,

I won €28,000 on 5Gringos a few weeks ago.

Documents for verification were repeatedly requested, all of which I uploaded and were then confirmed (invoice from mobile phone provider, ID card and bank statements from the last 6 months).

Now my account has been closed without any reason and my deposit of 100€ has been refunded.

I had previously received €8,000 and now I still have €20,000 to receive.

Please help.

Thanks!

Guten Tag,

ich habe vor einigen Wochen 28.000€ bei 5Gringos gewonnen.

Es wurden immer wieder Dokumente zur Verifizierung angefordert welche ich auch allesamt hochgeladen habe und dann auch bestätigt wurden (Rechnung von Mobilfunkanbieter, Personalausweis und Kontoauszüge der letzten 6 Monate).

Jetzt wurde mein Konto ohne Angabe eines Grundes geschlossen und meine Einzahlung in Höhe von 100€ erstattet.

Ich hatte vorher bereits 8.000€ ausgezahlt bekommen und habe jetzt noch 20.000€ zu bekommen.

Bitte um Hilfe.

Danke!

Dear Cupra290,

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 and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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,

Petronela

Hello Petronela,

Many thanks in advance for your help!

I should have registered on May 21st, 2022, since then I have played and deposited on the site from time to time.

My win was collected with no active bonus. I deposited €100 raw cash via SofortÜberweisung from Klarna for this prize.

I played mostly slots, but also a bit of live games.

My documents were all accepted, but I was then emailed that I did not pass the verification process and my account will be closed immediately.

I was then sent paragraphs of the terms and conditions against which I should have violated.

But I can't explain why I should have violated this. I earned this prize comfortably on my couch and didn't play any further after that.

Screenshots of the last status before closure are attached and also a screenshot of the reasoning.

I really don't know what I should have done wrong here 🙁

Guten Tag Petronela,

vielen Dank vorab, für Ihre Hilfe!

Angemeldet müsste ich mich am 21.05.2022 haben, seit dem habe ich hin und wieder mal auf der Seite gespielt und eingezahlt.

Mein Gewinn wurde ohne aktiven Bonus gesammelt. Ich hab für diesen Gewinn 100€ Raw Cash via SofortÜberweisung von Klarna eingezahlt.

Gespielt habe ich überwiegend Slots, aber auch ein bisschen Live-Spiele.

Meine Dokumente wurden allesamt akzeptiert, jedoch wurde mir dann per Mail geschrieben, dass ich den Verifizierungslauf nicht bestanden habe und mein Konto sofort geschlossen wird.

Dazu wurden mir dann Paragrafen der AGB gesendet gegen die ich verstoßen haben soll.

ich kann mir aber nicht erklären wieso ich gegen diese verstoßen haben soll. Ich habe diesen Gewinn gemütlich auf meiner Couch erspielt und danach auch nicht weiter gespielt.

Screenshots von dem letzten Stand vor Schließung anbei und auch ein Screenshot der Begründung.

ich weiß wirklich nicht was ich hier falsch gemacht haben soll 🙁

Thank you very much, Cupra290, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Thank you Petronela!

Danke Petronela!

Hello Cupra290

I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help.

We would like to invite 5Gringos Casino to join the conversation.

Dear 5Gringos Casino,

Can you please provide more specific information on how the player allegedly breached the terms and conditions? Please provide any supporting evidence to my email michal.k@casino.guru

Good day,

Thank you for reaching out. 

During a routine check of the player’s account we discovered that the account in question is connected to another account opened with the same brand. There were funds transfers between the customers, as well as certain matches in the personal information. Both accounts were active in the same time frame and took advantage of our one-time promotions. After discovering the above circumstances, we closed the account in accordance with the following points in our Terms and Conditions: 

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

<...>

colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;

<...>

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

- immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation;

- permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites;

- void any winnings obtained, cancel any pending withdrawals and refund the last deposit made into the account;

- void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;

- void any bonus balance on your account and/or limit your future participation in our bonus and promotional offers or deny them to you;

- contact the relevant authorities to inform them of any suspected illegal activity and/or to collect any payments that you owe to the Company.

The customer was informed of the above via email. We hope the above clarifies the situation.

Please feel free to contact us should you have further questions.

Sincerely,

5Gringos

Thank you, 5Gringos Casino for the response.

Please provide any supporting evidence of your claim to my email michal.k@casino.guru

Dear Cupra290,

Can you please comment on the above?

Dear Michael,

Dear 5gringos team,

First of all, thank you for the detailed response to the email that you sent me with the closure.

First of all I would like to say that I only have one account with you. A second account does not exist.

The fact that I am linked to another account is not correct, what exactly do you mean by this and how exactly do you assume that this could be the case?

Therefore, I vehemently reject any allegations of fraud and manipulation raised by 5gringos against me and my account in the online casino. The official documents presented to verify my person, as well as the deposit history in the casino (which can be taken from the bank documents from the last 6 months), show the identification and authenticity of my person, so that no allegations of fraud can be made in the room. The justification for closing my account is therefore unacceptable from my side.

I don't know why I should have violated the terms and conditions of 5gringo. I have verified myself with the data that I entered when registering at your casino and are identical to these. I'm a hobby player who finally got lucky, who proceeds without any system or something similar.

Thank you in advance for your feedback.

Best regards, Tim

Lieber Michal,

Liebes 5gringos Team,

vielen Dank erstmal für die Detailiete Stellungnahme gegenüber der Mail, die Sie mir mit Schließung zugesendet haben.

Erst einmal möchte ich sagen, dass ich nur ein Konto bei Ihnen habe. Ein zweites Konto existiert nicht.

Das ich mit einem anderen Konto verknüpft sein soll stimmt nicht, wie meinen Sie das genau und wie kommen Sie genau zu der Annahme, dass das der Fall sein könnte ? 

Daher weise ich jegliche Betrugs & Manipulationsvorwürfe, die von 5gringos ,gegen meine Person und gegen mein Account im onlinecasino erhoben werden vehement zurück. Die vorgelegten Amtlichen Dokumente zur Prüfung meiner Person, sowie die Einzahlunshistorie im casino(die aus den letzten 6 Monaten Bankdokumente) entnommen werden können, zeigen die die Identifikation und Echtheit meiner Person, sodass keine Vorwürfe eines Betruges in den Raum gestellt werden können. Die Rechtfertigung mein Konto zu schließen, ist daher von meiner Seite aus nicht hinzunehmen. 

Ich weiß nicht warum ich gegen die AGBs des 5gringo verstoßen habe soll. Ich habe mich mit den Daten verifiziert, die ich auch bei Anmeldung in Ihrem Casino angegeben habe und mit diesen identisch sind. Ich bin Hobby Spieler, der endlich mal Glück hatte, der ohne jegliches System vorgeht oder ähnliches.

Ich bedanke mich im Voraus für Ihre Rückmeldung.

Viele Grüße Tim

Dear Cupra290

Just to let you know, we are still awaiting the supporting evidence from 5Gringos Casino. After receiving it, we will review all relevant evidence and try to find a fair solution to your complaint. When we reach a decision or if we require further information from you, we'll let you know. For the time being, we sincerely ask for your patience.

Hello Michael,

Thank you for the short update.

many Greetings,

Tim

Hallo Michal,

vielen Dank für das kurze Update.

viele Grüße,

Tim

Hello Michael,

is there any news here in the meantime?

Many greetings,

Tim

Hallo Michal,

gibt es hier in der Zwischenzeit Neuigkeiten?

Viele Grüße,

Tim

Dear Cupra290,

Can you please forward to me (michal.k@casino.guru) the documents that you have provided to the casino? Is anyone else from your household or family playing in 5Gringos casino from the same town or address?

Hello Michael,

I am not aware that a family member or a resident plays at 5gringos at the address I have given and live.

I know that my brother plays slots occasionally, but I don't know if he does with 5 gringos.

Even if he is also a customer there and plays slots, it would not violate the terms and conditions. It is certainly not forbidden for several people from one family to be a customer at a casino and play slots.

It doesn't change the fact that I'm still a single person. With your own residential & registration address, bank account and your own identity, which I have shown and proven with official documents - even if the same family name occurs.

What evidence do you need from me?

Best regards

Tim

Hallo Michal,

Mir ist nicht bekannt, dass ein Familienmitglied oder ein Hausbewohner ,bei der von mir ansässigen & angegeben wohnadresse bei 5gringos spielt. 

Mir ist bekannt , dass mein Bruder gelegentlich slots spielt , jedoch ist mir nicht bekannt, ob er es dies bei 5 gringos tut. 

Selbst wenn er dort ebenfalls Kunde ist und slots spielt,würde ja damit nicht gegen die AGBs verstoßen . Es ist ja sicherlich nicht verboten ,dass mehrere Personen aus einem Familienkreis, bei einem casino Kunde ist und slots gespielt werden . 

Es ändert ja nichts an der Tatsache, dass ich nach wie vor eine einzelne Person bin . Mit eigener Wohn & meldeadresse , Bankkonto und eigener Identität, die ich mit Amtlichen Dokumenten dargestellt und bewiesen habe - selbst wenn ein gleicher Familienname auftritt .

Welche Beweise benötigst du von mir?

liebe Grüße

Tim

Dear Cupra290 / Tim,

Can you please send me the bank statement with all the information clearly visible? Just to clarify, do you live on your own? There is no one else living with you at your address? No one else has access to your casino account?

Hello Michael,

I will email you the bank statements.

I live in an apartment building with 6 parties. I live alone in my apartment, no one but me has access to my account.

many Greetings,

Tim

Hallo Michal,

ich sende dir die Kontoauszüge per Mail.

Ich wohne in einem Mehrfamilienhaus mit 6 Parteien. In meiner Wohnung lebe ich alleine, außer mir hat niemand Zugriff auf mein Konto.

viele Grüße,

Tim

Dear Cupra290 / Tim,

As I've informed you via email, I have contacted the casino regarding other potential options that can be utilized to help to solve this situation, I will provide an update when we come to an agreement.

Dear Michal,

We have replied to your latest email.

Thank you.

Sincerely,

5Gringos

Dear 5Gringos Casino,

Thank you for your response. I have replied back to your email.

Dear Cupra290 / Tim,

We are still trying to find a suitable solution for your case. I will update you once there is any progress.

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.

Good day,

Thank you for your patience.

Upon further investigation of the case, we have completed the verification of the account in question. We are currently working on manually paying out the customer's balance. We will keep the customer updated on the withdrawals.

We appreciate your cooperation.

Sincerely,

5Gringos

Thank you for your response, 5Gringos Casino.

Dear Cupra290 / Tim,

We were able to find a consensus with 5Gringos Casino regarding your case.

Please let me know once you successfully receive the funds or if you need any further assistance.

Dear 5gringos team,

Dear Michael,

Thank you very much for the transparent and positive clarification of my case.

I received the first payout emails from 5gringos yesterday,

I also received the first payout of €500.00 to my account today.

I hope that the further payments will proceed in the same way and that I will receive the remaining amount of approx. €19,500.00

get paid smoothly.

Special thanks to the Casino-Guru team for their efforts.

If any problems arise I will report back,

even if everything went smoothly and I received my money,

I'll get back to you with positive feedback.

Many greetings,

Tim

Liebes 5gringos Team,

Lieber Michal,

vielen lieben Dank für die transparente und positive Klärung meines Falls.

Die ersten Auszahlung-Mails von 5gringos habe ich gestern erhalten,

ebenfalls habe ich heute die erste Auszahlung in Höhe von 500,00€ auf mein Konto erhalten.

Ich hoffe, dass die weiteren Auszahlungen genau so ablaufen und ich den restlichen Betrag von ca. 19.500,00€

reibungslos ausgezahlt bekomme.

Einen besonderen Dank an das Casino-Guru Team für die Bemühungen.

Falls irgendwelche Probleme auftreten, werde ich mich wieder melden,

auch wenn alles reibungslos funktioniert hat und ich mein Geld erhalten habe,

melde ich mich mit einer positiven Rückmeldung.

Viele Grüße,

Tim

Dear Cupra290 / Tim,

I'm glad you've received your first withdrawal. I assume 5Gringos Casino has informed you about the withdrawal limits, if not, please bear in mind that the limits are €500 per day and €7000 per month, so it will take a while to withdraw the whole sum if you wish to. Anyway, this is up to you how you decide. Keep us updated on how it's going. I will leave this complaint open for now, but I'm sure there won't be any issues with the payout.

Dear Cupra290,

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.

Hello dear Michael,

Of course, it would be nice to receive the money as soon as possible, but if that's the casino's policy, of course I fully accept it.

Best regards,

Tim

Hallo lieber Michal,

schön wäre es natürlich das Geld so schnell wie möglich zu erhalten, aber wenn dies die Richtlinien des Casinos sind akzeptiere ich diese natürlich voll und ganz.

viele Grüße,

Tim

Dear Cupra290 / Tim,

In some cases, the casinos can pay the whole sum to the player in one transaction, but this is solely up to the casino. Usually, the casino's payout is according to their withdrawal policy rules, which is fine.

Anyway, how much of your winnings have you already received?

Hello Michael,

So far I have received 3 payouts of €500 each.

Many greetings

Hallo Michal,

bisher habe ich 3 Auszahlungen a 500€ erhalten.

Viele Grüße

Dear Cupra290 / Tim,

Thanks for the update. The €1500 already received is not too bad. If I count it correctly the whole amount should be with you within circa 3 months.

I will leave the timer to finish the 7 days and afterward I will close the complaint as Resolved. We will keep in touch via email. If for any reason there will be something not right I will reopen the case, but I believe everything will be paid out to you as planned.

We would like to thank both parties for their cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Michal

Casino.Guru

Hello dear 5gringos team,

Hello dear Michael,

I haven't heard from the casino for about 1 week now. Nothing was paid out except for the €1500.

I've just checked, I'm back on my account, which is now verified and I could make payments myself again.

But since 5gringos wrote that they want to make the payouts, I'm not sure what to do.

Request for feedback.

Best regards,

Tim

Hallo liebes 5gringosTeam,

Hallo lieber Michal,

ich hab jetzt seit ca. 1 Woche nichts mehr vom Casino gehört. Es wurde bis auf die 1500€ nichts mehr ausgezahlt.

ich habe gerade mal geprüft, ich komme wieder auf mein Konto, welches nun auch verifiziert ist und ich könnte selber wieder Auszahlungen tätigen.

Da 5gringos aber geschrieben hat, dass sie die Auszahlungen machen wollen, bin ich mir unsicher was ich tun soll.

Bitte um Rückmeldung.

liebe Grüße,

Tim

Thank you for the response, Cupra290 / Tim.

Dear 5gringos team,

Should the player submit the withdrawal requests himself from now on or will you pay the winnings in installments to the player automatically?

Hello dear Michael,

I just tried to make a withdrawal.

This failed with the error "Minimum deposit rollover X1 is required for withdrawal requests"

Best regards!

Hallo lieber Michal,

ich habe gerade mal versucht eine Auszahlung zu machen.

Diese ist fehlgeschlagen mit folgendem Fehler „Mindesteinzahlungs-Rollover X1 für Auszahlungsanorderungen ist erforderlich"

Viele Grüße!

Hello Michael,

have you heard of the casino here? Unfortunately nothing has happened so far. I haven't received a payout from the casino, nor can I make a payout myself because of the last tip posted.

best regards and thanks for the help,

Tim

Hallo Michal,

hast Du hier eventuell schon etwas vom Casino gehört? Leider hat sich bisher nichts mehr getan. Ich hab weder vom Casino eine Auszahlung erhalten, noch kann ich selbst eine Auszahlung machen wegen des zuletzt geschriebenen Hinweises.

viele Grüße und danke für die Hilfe,

Tim

Dear Cupra290 / Tim,

I have contacted the 5gringos team regarding the above-mentioned situation, but have not received any reply back yet. I will give a "nudge" to the casino Aff again to update you with any progress.

Thank you very much Michal! 🙂

Funnily enough, I've just received 3 payouts totaling €500.00.

Best regards,

Tim

Vielen lieben Dank Michal! 🙂

Witzigerweise habe ich soeben 3 Auszahlungen in Höhe von 500,00€ erhalten.

Viele Grüße,

Tim

Dear All,

Once we were informed of the error the customer faced, we have started the process of manual payouts. We will continue with the manual payments for the rest of the customer's balance.

Please feel free to contact us if you have any questions.

Sincerely,

5Gringos

Thank you for your response, 5Gringos Casino.

Dear Cupra290 / Tim,

Sometimes errors happen, but it should all be working normally now, so let's hope the future payments will process smoothly.

Dear Cupra290,

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.

Dear All,

We consider this complaint to be resolved as the player has been successfully verified and the winnings are being paid out. The payout will take some time, so I will provide feedback once all the winnings are paid out to the player.

If for any reason there will be something not right I will reopen the case, but I believe everything will be paid out as planned.

We would like to thank both parties for their cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Michal

Casino.Guru