Good day,

I requested six withdrawals over a month ago. Three via bank transfer and three via Revolut. The last withdrawal never arrived in my bank account. I've sent you the entire statement from May. Customer support keeps putting me off, and now, after more than a month, I've had enough.

Could you please help with this? I would be very grateful.

LG

Guten Tag,

Ich habe vor mehr als einem Monat 6 Auszahlungen beantragt. 3 über Banküberweisung und 3 über Revolut. Die letzte Auszahlung kam nie auf meinem Bankkonto an. Ich habe euch mal den ganzen Auszug vom Monat Mai geschickt. Der Kundensupport h?lt mich immer hin und jetzt nach mehr als einem Monat reicht es mir langsam.

K?nnt ihr bitte dabei helfen? Ich w?re euch sehr dankbar.

LG

Dear ydecker0011,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with 5Gringos Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Could you please confirm that you have passed the KYC verification? 
• Have you accumulated your winnings with or without an active bonus?
• Could you please clarify when exactly you requested the withdrawal? 

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

Best regards,

Katarina

Hello,

KYC was never requested or wanted from me.

The withdrawal in question was initiated on May 13th. The winnings were earned from a wagered bonus. The bonus was a deposit bonus. I have previously received five successful withdrawals. Three withdrawals were successful via bank transfer and two withdrawals were successful via Revolut. The third withdrawal via Revolut never arrived. Customer support gave me conflicting information. I was told that the withdrawal was processed on May 15th, and another employee said it was processed on May 22nd.

Hallo,

KYC wurde bei mir nie angefragt und gewollt.

Die betroffene Auszahlung wurde am 13.05 er?ffnet. Die Gewinne wurden aus einem umgesetzten Bonus erspielt. Der Bonus war ein Einzahlungsbonus. Ich habe davor 5 Auszahlungen erfolgreich erhalten. 3 Auszahlungen waren erfolgreich über Banküberweisung und 2 Auszahlungen waren erfolgreich über Revolut. Die 3. Auszahlung über Revolut ist nicht angekommen. Der Kundensupport erz?hlt mir wiedersprüchliche Informationen. Es wurde erz?hlt, dass die Auszahlung am 15.05 durchgeführt wurde und von einem anderen Mitarbeiter wurde gesagt, dass die Auszahlung am 22.05 durchgeführt wurde.

Dear ydecker0011,

thank you for your reply.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots. Please also resend the screenshots from your previous response. The images were unclear and difficult to read.

Looking forward to your reply.

Katarina

Hello,

I forwarded the entire chat and the screenshots.

Thank you

Hallo,

ich habe den kompletten Chat und die Screenshots weitergeleitet.

Vielen Dank

Thank you very much, ydecker0011, for your cooperation. I will now transfer your complaint to my colleague Mirka ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello,

All right. Are there any results you can share with me in the meantime?

Thank you

Hallo,

alles klar. Gibt es schon zwischenzeitlich einige Ergebnisse, die sie mir mitteilen k?nnen?

Vielen Dank

Dear ydecker0011,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite 5Gringos Casino representative to join this conversation.

Dear 5Gringos Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Dear ydecker0011,

As per checking your account, we can see you made a 500 EUR withdrawal on 13.05.2025. This withdrawal was completed and sent from our side on 17.05.2025.

We would kindly ask you to confirm if this has been received or not.

Best regards,

5Gringos team

Hello,

I haven't received any money. Of six withdrawals, only five have arrived. I've sent you my bank statement several times. You can see that a transfer of €500 hasn't arrived!

Please check!

Hallo,

Ich habe keinen Geldeingang verzeichnen k?nnen. Von 6 Auszahlungen sind nur 5 angekommen. Ich habe Ihnen meinen Kontoauszug mehrfach geschickt. Darauf k?nnen sie sehen, dass eine überweisung von 500 Euro nicht eingetroffen ist!

Bitte prüfen!

Dear 5Gringos Casino,

Please provide evidence, that all of the withdrawals were sent from your side. Feel free to send it to [email protected]u.

Thank you.