Hello,

I was just playing with a balance of about 1000 Euros and had a pending payout of 500 Euros. Suddenly, my account was blocked, and I no longer had access. I contacted customer support. Suddenly I had access again, but my balance had dwindled to 200 Euros and my pending payout had been cancelled! The direct support couldn't assist me and they are not responding to my email as well.

Hallo,

Ich habe gerade noch gespielt, ein Guthaben von ca 1000 Euro und eine laufende Auszahlung von 500 Euro. Pl?tzlich wird einfach mein Konto gesperrt und ich hab keinen Zugriff mehr. Kundensupport kontaktiert. Pl?tzlich wieder Zugriff auf das Konto, aber das Guthaben ist auf 200 Euro geschrumpft und meine anstehenden Auszahlung storniert! Der direkt Support kann mir nicht helfen und auf meine Email wird ebenfalls nicht reagiert.

Dear Itsme85,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 5Gringos Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise whether you accepted any bonuses in the casino? If you did, could you advise which bonuses you accepted and played?
• Which games did you play in order to accumulate your balance? Have you received any emails from the casino since your initial message?
• Kindly send any communication and information i requested here or send it to my email at [email protected]

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,

Tomas

Dear Itsme85,

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.