5Bonuses Casino - La verificación del jugador está retrasada.

Hello everyone, I haven't received any response or any form of feedback. I keep getting told that it’s supposedly coming soon, but nothing happens.

I read on the board that you could help. Best regards, Giovanni

Hallo zusammen bekommen keine Rückmeldung oder sonstiges werde nur vertröstet, das angeblich bald ankommt und passiert nicht

Haben ihr im Board gelesen, das sie helfen können mfg Giovanni

Dear rayanmaxim68, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have any of your documents been approved and verified yet?

Have you provided all the required documents as soon as possible and in the correct format? 

When was the last time you communicated with the casino regarding your verification?

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, 

Veronika

Yes the documents are approved and reported to the relevant department passport driving license residence are accepted confirmed by live chat

Ja die Dokumente sind genehmigt und an zuständige Abteilung gemeldet pass Führerschein Wohnsitz sind akzeptiert vom live chat bestätigt

Do I understand correctly that you submitted your withdrawal request on July 26? Please keep in mind that usually, we recommend players wait up to 14 days for their winnings to appear in their bank account. This delay may be caused by unfinished KYC verification, a high volume of withdrawal requests, or other external factors. Has the casino given you any update regarding your withdrawal request yet?

No absolutely not I get no answer neither by email or otherwise

In the chat always the same excuse money will come soon and so on mfg Giovanni

Nein absolut nicht ich bekomme keine Antwort weder per Mail oder sonstiges

Im Chat immer nur das gleiche ausrede Geld kommt bald und so weiter mfg Giovanni

Thank you very much, rayanmaxim68, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Ok

Dear rayanmaxim68, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite 5Bonuses Casino representative to join this conversation. 

Dear 5Bonuses Casino, could you please provide more information about this case? 

Looking forward to your reply.

Hi thanks for the help open to get an answer mfg

Hi danken für die Hilfe offen das sie eine Antwort bekommen mfg

This is the only email I received

Diese ist die einzige Email was ich bekommen habe

Dear rayanmaxim68, 

thank you for the messages. We will now await a response from the casino.

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.

Hello, we are investigating the issue

Hello, we are investigating the issue

Dear 5Bonuses Casino,

thank you for your messages. Could you please provide an explanation of the current situation?

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 rayanmaxim68, 

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

The casino can reopen this complaint anytime.