5Gringos Casino - プレイヤーの出金が遅れている。

Hi All,

Another round of 5gringos bs.

So I've recently been participating on their tournaments again and managed to get some winnings. First, 100 Euros for the Oktoberfest Showdown (20.09 - 26.09) and then 1000 Euros for the Blazing Clash (20.09 - 27.09). These prizes were credited but then they 'stopped paying me'.

It's the Ultimate Clash 2 I'm currently talking about. I contacted customer support and they said I REQUESTED the prize too late and that there's nothing they can do now. This is pure bs. Everybody knows that the prizes don't need to be requested, they should all be credited automatically within 72 hours once a tournament ends as per point 13 of Terms & Conditions which I quote: 'All prizes will be credited to the customer accounts within 72 hours of the promotion end.'

So after I received two tournament winnings automatically, they say it's my fault that I DIDN'T REQUEST THE PRIZE IN TIME. It's clear that they are lying and want to swallow my money but they're not getting away with it. I'm sure they will try something sneaky as well once it comes to paying my winnings for the Oktoberfest Showdown 2 which will end within less than a day.

Other very interesting fact is that even though I've waited for almost 30 minutes for customer support's answer, they immediately closed the chat once they stated it was my fault that I didn't request the prize. This is proof that they're trying to ghost me now.

Attaching screenshots of the corresponding tournament leaderboard, the general tournament Terms & Conditions and of the customer support chat as well.

Dear Gamling,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Update: my other 600 Euros for the Oktoberfest Showdown 2 hasn't been paid either like I said it wouldn't be. Customer support is useless as they are not human beings but robots throwing in auto answers and not comprehending the problem. Now it's 100% sure that tournament prizes aren't credited for those winners who 'dare withdraw' their money instead of using it on bets. I seriously don't understand how scam casinos like this can still operate.

Dear Gamling,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi!

It's not a withdrawal, it's tournament money (but there was no such topic) and none of the two 600 Euros were credited by these thieves.

Dear Gamling,

Do I understand it correctly that the previous winnings from the tournaments were automatically credited to you?

If possible, can you please forward the e-mail communication between you and the casino (live chat has no such competence as e-mail support) to nikolas.b@casino.guru?

Looking forward to your response.

Regards,

Nick

Yes, some of the tournament winnings were credited automatically. The problem always kicks in when players start withdrawing instead of gambling it away, since these websites don't like players withdrawing the money of the casino mafia.

As for the emails: whenever I contact them via email, they don't even care to answer, so it's even worse than chat sessions. Trust me, this happened roughly five-six months ago when they were holding my winnings back and not once did I try it. They didn't answer. Period. I only got an automatic answer that they received my email and they are examining the case. I guess they've been examining it ever since...

I can't prove any further how fraudulent this casino is, along with all the others belonging to Rabidi, but if you don't believe me, take a look at how diverse the tournament winners' names are. This can only be explained by the same issue I'm facing: they started withdrawing and now they don't get their further winnings so they stopped participating in tournaments just like me.

Disgusting.

Thank you Gamling for all the information provided. To further clarify the situation with the casino, I will be forwarding your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Gamling,

I'm Michal, and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

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

Dear 5Gringos Casino,  

We kindly request clarification regarding the absence of automatic crediting of the player's winnings from the tournaments. Could you please explain why this has occurred? Additionally, if the winnings are to be claimed manually by the player, could you please specify where this requirement is outlined in the tournament rules?

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.

Dear Gamling,

We are pleased to inform you that your tournaments winnings of 600EUR were credited in your account.

If you have any additional questions don't hesitate to contact us.

Kind Regards,

5Gringos Casino Team

Thank you for your response, 5Gringos Team.

Dear Gamling,

I'm glad the situation has been clarified and that the tournament winnings have been or will soon be credited to your balance.

May I consider your complaint resolved, or is there anything else you need assistance with?

Dear Gamling,

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 Gamling,  

While it appears that the matter has been resolved and you have received the tournament winnings, we have not received any further confirmation from you regarding this or if you require additional assistance. Consequently, we are forced to close this complaint as rejected. I would like to express my gratitude to the casino team for their cooperation.  

Please feel free to reach out to us, Gamling, should you encounter any issues with this or any other casino in the future, and we will try our best to help.  

Best regards,  

Michal  

Casino Guru