5Gringos Casino - El cierre de la cuenta del jugador se ha retrasado.

I need help. 5gringo Casino is, in my opinion, the worst and most pathetic casino there is. In my eyes, they are fraudsters and liars. I don't want to have anything to do with these fraudsters anymore. That's why I've been trying to close my account for two weeks. But I keep getting blatantly lied to. They always refer me to the email. I must have written a thousand emails to the scam company by now. With reasons and everything. I always get the same answer. But the account isn't closed. In my eyes, this is clear fraud and there is criminal intent behind it. I'm asking you for help now because I don't know what to do. I just want my account to be closed and I'll never be bothered by this bunch of bastards again.

Ich brauche Hilfe. 5gringo Casino ist für mich das schlimmste und erbärmlichste Casino was es gibt. In meinen Augen sind das Betrüger und Lügner. Ich will mit diesen Betrügern auch nichts mehr zu tun haben. Daher probiere ich schon seit 2 geschlagenen Wochen mein Konto zu schließen. Doch ich werde immer wieder dreist belogen. Es wird immer auf die E-Mail verwiesen. Habe jetzt bestimmt schon tausend E-Mails an den Saftladen geschrieben. Mit Begründung und allem. Es kommt immer die gleiche Antwort. Aber Konto wird nicht geschlossen. Das ist in meinen Augen klarer Betrug und dahinter steht eine kriminelle Energie. Ich bitte Sie jetzt um Hilfe da ich nicht mehr weiter weiß. Ich will doch nur, dass mein Konto geschlossen wird und ich nie mehr von der Sau Bande belästigt werde.

Hello chillen254,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).

Thank you very much in advance for your reply.

Best regards,

Nick

Hello Nick,

First of all I would like to thank you for the answer.

I have given hundreds of reasons in various emails to block my account for life.

The funny thing is, my account was already blocked for life at 5Gringo once because of gambling addiction. Everything worked out. That was about 2 years ago. Then 1 month ago, I had several emails in my inbox from 5 Gringo saying that my account had been reopened and of course they lured me back in with free spins. Of course I relapsed again and after several costly sessions I wanted to have myself blocked for life again.

I told the service chat. They told me that they were not responsible and that I would have to write an email to the relevant department. No sooner said than done. There was no reply. So I wrote a few more emails. Then a few emails came sporadically asking me to state the reason. But I mentioned these reasons hundreds of times in all of the emails. Gambling addiction, feeling cheated, no chance of winning, no fun playing, the casino is crap, etc. I gave all of the reasons.

I never received a response or a block, just the standard email asking me to please explain.

In my opinion, this is pure fraud and criminal. I hope you can help me. I really have gambling problems and it is difficult to fight this addiction when you constantly have in the back of your mind that you can still gamble. Even though you know that they are obviously fraudsters. That is really bad.

Best regards

Hallo Nick,

Erstmal möchte ich mich für die Antwort bedanken.

Ich habe in diversen Emails hunderte Gründe angegeben mein Konto auf Lebenszeit zu sperren.

Das Lustige ist, mein Konto war schon einmal auf Lebenszeit bei 5Gringo gesperrt, wegen Spielsucht. Hat auch alles geklappt. Das war vor 2 Jahren ungefähr. Vor 1 Monat dann, hatte ich mehrere E-Mails in meinen Postfach von 5 gringo, dass mein Konto wieder eröffnet sei und sie haben mich natürlich mit Freispielen wieder hinein gelockt. Natürlich hatte ich wieder einen Rückfall und nach mehreren kostspieligen Session wollte ich mich wieder lebenslang sperren lassen.

Das teilte ich dem Service chat mit. Dieser sagte mir, dass sie nicht zuständig seien und ich eine Email an die zuständige Abteilung schreiben müsste. Gesagt getan. Daraufhin kam keine Antwort. Also nochmal ein paar Emails geschrieben. Dann kamen sporadisch ein paar Emails, dass ich den Grund nennen sollte. Diese Gründe habe ich aber in allen Emails hundertfach erwähnt. Spielsucht, Gefühl des Betrugs, keine Gewinn Möglichkeit, kein Spielspaß, das Casino ist kacke etc. Sämtliche Gründe habe ich angegeben.

Daraufhin kam nie eine Antwort oder sperre, sondern wieder die Standard Email ich sollte es bitte begründen.

Das ist in meinen Augen reiner Betrug und kriminell. Ich hoffe sie können mir da helfen. Da ich wirklich Spielprobleme habe und es schwierig ist gegen diese Sucht anzugehen, wenn man ständig im Hinterkopf hat, dass man da doch noch spielen kann. Obwohl man weiß, dass es offensichtlich Betrüger sind. Ganz schlimm sowas

Mit freundlichen Grüßen

Dear chillen254,

I hope you're doing well.

Would you be able to provide evidence that you have been excluded from the casino in the past, along with your current request? If you did not mention gambling-related problems in either, the casino is not obligated to close your account. However, if you did, please forward that specific email.

Additionally, please note that most self-exclusions are not permanent, as players can typically choose a duration—usually between 1 to 5 years.

Looking forward to your response.

Best regards,

Nick

Dear chillen254,

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.