5Gringos Casino - Играчът се бори с процеса на проверка на казиното и искането за възстановяване.

Hello, my account was suddenly blocked after making a second deposit. They told me I needed to verify my identity. That was fine, no problem. However, I couldn't do this directly on the casino's website. I contacted support and they told me to email a copy of my ID (both sides) to a specific email address. The email address they gave me was wrong, which I only found out a few days later when I got a reply (on 03.07). I contacted support again, and this time I got the correct email (12.07). Three days later, they reply, insisting that I verify my identity on the casino's website - which, from the beginning, has been impossible. I sent a screenshot. No response.

I then wrote to support again, and they told me they needed a selfie, which I should send to the address they had allegedly written to me. But I didn't receive any such email. So, I sent the requested selfie (on 23.07). To date, no response and my account is still blocked. I've written to support several times but I keep getting the same reply: wait for support to contact me.

In the only email I've received from support, it says processing and replying should take 3-5 working days. Well, I've been waiting almost 20 days now. When I asked them to just refund my last deposit because I no longer wish to play, I don't get a response - just the same message, that I should wait.

Hallo ich habe nach der zweiten Einzahlung plötzlich ein gesperrten Account. Ich müsse mich verifizieren. Schön und gut kein Problem. Die möglichkeit direkt auf der Casino seite war nicht möglich. Ich schrieb mit dem Support man sagte Ausweis beide Seiten an eine Email Adresse schicken. Email Adresse war falsch dies habe ich auch erst erfahren nach paar Tagen als die antwort kam(03.07). Wieder support angeschrieben diesmal richtige email bekommen(12.07). 3 Tage später kam die antwort ich müsse mich auf der Casino seite verifizieren was von anfang an nicht möglich ist. Screenshot geschickt. Keine antwort

Ich schrieb dann den Support an man sagte mir man bräuchte ein Selfie bitte an die adresse schicken die mir angeblich geschieben hätte. Habe aber keine Mail bekommen. Gesagt getan Selfie geschickt (23.07). Bis heute keine Antwort und Account weiterhin gesperrt. Mehrmals Support angeschrieben immer die selbe antwort ich solle warten bis der Support mir schreibt.

in der einzigen emal die ich vom Support habe steht bearbeitung und antwort 3-5 Werktage. Na gut ich warte mittlerweile fast 20 tage. Auf die bitte einfach meine letzte einzahlung zurück zu buchen weil ich dort keine lust mehr habe zu spielen kommt keine antwort nur ich solle warten.

Hello dlmcelle0,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 5Gringos Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Seit dem 3.07 da sollte ich nur mein Ausweis Vorne Hinten per Email schicken da es auf der Casino Seite nicht möglich ist. Am 15.07 bekam ich Antwort:

Good day ?€+#+_-,

Thank you for contacting our 5Gringos customer service.

Thank you for submitting your documents!

Please note that we have introduced a new online "Document Verification System" that will allow you to upload your documents for verification faster.

You can find it by going to your profile and searching for "Verification".

If documents are needed, they will be indicated there.

Please try to upload your documents from there. If you encounter any difficulties, please contact us so we can help you.

We have forwarded the request to the Finance Department.They will review the case.We will let you know if everything is successful.

You will receive an email response from the finance department once they have reviewed your request, you will be notified. Please note that this may take 3-5 business days.

Please note that our finance department is only available Monday-Friday from 9am-6pm.

If you have any further questions, please contact us by email [email protected] or by live chat.

Sincerely yours,

Customer Service

Hello dlmcelle0,

Would it be possible to forward all the e-mail communication between you and the casino to [email protected]?

Was free again yesterday. I'll never play there again

War gestern aufeinmal wieder frei. Ich spiele dort nie wieder

Hello dlmcelle0,

I do not really understand your last post here and neither received any communication in e-mail. Please note that in case of not providing the requested information within the next 7 days, we will be forced to close the complaint.

Dear dlmcelle0,

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.