5Gringos Casino - La cuenta del jugador ha sido cerrada.

Good evening, I would like to know if there are circumstances under which I can file a complaint.

I tried to close my account with 5 Gringos for the last time; however, I submitted a friendly request for a sum of money, which I justified in the emails.

In the end, they hastily closed it for the first time.

I am attaching the emails hoping to at least have the possibility of knowing if I can proceed. They are in reverse order, from the last to the first.

Thank you very much for your response, regards.

Buonasera, volevo sapere se esistono le circostanze per fare un reclamo.

Ho provato a chiudere per l'ultima volta l'account con 5 Gringos, ho pero presentato una richiesta amichevole di una cifra , che come si legge dalle mail ho motivato.

Alla fine hanno chiuso frettolosamente per la prima volta.

Allego le mail sperando di avere perlomeno la possibilità di sapere se poter proseguire. Vanno dall'ultima alla prima

Grazie mille per una risposta, saluti

Dear uomotigre242,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 5Gringos Casino. I am afraid that based on the description of the problem I don't yet know how to best assist you.

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

• Do I understand correctly you attempted to close your account on multiple occasions?
• Was your account closed as per the casino's reply on February 3rd?
• Could you please provide more details on your account closure request? Why did you want to close your account in the casino?
• Could you please explain what the disputed amount of €2000 represents in this situation?
• Could you please share with me your communication with the casino to support your complaint? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

Good morning Tomas, thanks for your reply.

To close with 5Gringo you have to send some motivations.

I no longer have the emails from this summer but I managed to get my account closed.

After a few weeks I was contacted again and mea culpa I accepted an offer.

In the following months I sent some complaints and requests I think two requests for closure.

In response I always received offers and as usual I accepted, in the hope

to capitalize on something.

I would like to point out that I think I spent at least 60 or 70,000 euros in this Casino.

and maybe 30,000 withdrawn.

I always argued that among all the casinos they didn't pay out with high-level games.

Unfortunately I have never had the opportunity to access the total number of games played, which I dispute.

The other day, and I repeat, it was my fault, I made my situation worse,

now gripped by strong anxiety and anger.

The cash back request was related to a friendly agreement from a person who spent a lot, so that he could play and then have me closed.

Evidently they understood that they could no longer squeeze the chicken so they closed themselves up like a hedgehog.

I knowingly admit that mine is a strange request so I would have no problem understanding the impossibility of proceeding.

But I think the ethical question is on my side.

Yesterday I entered all the emails regarding this request, please tell me if I need to attach them again.

I have little of the old ones. PS where can I attach more?

Thanks again so much

Buongiorno Tomas, grazie per la risposta.

Per chiudere con 5Gringo bisogna per forza mandare delle motivazioni.

Non ho più le mail di questa estate pero ero riuscito a farmi chiudere il conto .

Dopo qualche settimana sono stato ricontattato e mea culpa ho accettato un offerta.

Nei mesi successivi ho mandato alcuni reclami e richieste credo due richieste di chiusura.

Di risposta ho sempre ricevuto offerte e come al solito ho accettato, nella speranza

di capitalizzare qualcosa.

Ci tengo a precisare che credo di aver speso in questo Casino almeno 60 o 70,000 euro

e ritirati forse 30.000.

Contestavo sempre che fra tutti i casino loro con giocate di un certo livello non erano paganti.

Purtroppo non ho mai avuto modo di accedere al totale delle giocate, cosa che contesto.

L'altro giorno , è ripeto sempre per colpa mia, ho aggravato la mia situazione,

preso ormai da forte ansia e rabbia.

La richiesta di cash back era legata ad un accordo amichevole da persona che ha speso tanto , in modo da poter giocare e poi farmi chiudere.

Evidentemente hanno capito di non poter più spremere il pollo quindi si sono chiusi a riccio.

Ammetto consapevolmente che la mia è una richiesta strana quindi non avrei problemi a capire l'impossibilità di procedere.

Credo pero che la questione etica sia dalla mia parte.

Ieri ho inserito tutte le mail riguardo questa richiesta, ditemi se devo allegarle nuovamente.

Di quelle vecchie ho poco. PS dove posso allegare altro?

Ancora grazie mille

Sorry, I add that I explicitly accused them of having re-emerged as a result of being detrimental to my health in recent months and to my wallet.

I logged out of almost all the sites and besides it was easy no one got back to me rightfully.

My approach to them has always been very polite, despite the difficulties, something that is recognized by VIP managers.

Their team offered me bonuses for the complaints but everything was returned to sender.

I personally made a serious mistake on February 1st by not withdrawing a winnings that hadn't arrived for a long time.

I admit that this was compulsive behavior and I did not hide this discomfort in the emails, hence the response from 5gringo which focuses on responsibility.

They never asked me about deposit limit but they have withdrawal limits.

thanks again

Pardon , aggiungo che li ho esplicitamente accusati che il fatto di essersi rifatti vivi sia stato deleterio per la mia salute di questi mesi e per il mio portafoglio.

Mi sono disconnesso da quasi tutti i siti e oltre ad essere stato semplice nessuno si è fatto giustamente risentire.

Il mio modo di approcciarmi con loro è sempre stato iper cortese, nonostante le difficolta, la qualcosa è riconosciuta dai manager VIP.

Illoro team di mi ha,per le contestazioni proposto dei bonus ma tutto è tornato al mittente.

Io ho commesso personalmente un errore grave il primo febbraio nel non ritirare una vincita , che non arrivava da tanto .

Ammetto che questo è stato un comportamento compulsivo e non ho nascosto nelle mail questo disagio, ecco perche la risposta di 5gringo che verte sulla responsabilità.

Non mi hanno mai chiesto limite di deposito ma hanno limiti di prelievo.

grazie di nuovo

Thanks for your replies.

I went over the provided information here in the thread and the emails you sent to me for review.

If you feel you need protection from gambling you need to inform the casino about suffering from gambling problems. After a casino is informed about your struggle to control your gambling, we believe they are obligated to prevent you from further gambling permanently.

Based on the information you provided we don't see a valid reason for the casino to give you any funds, played down or otherwise. Since you informed the casino about the impact the gambling has on you, and the casino closed your account permanently, we would consider its actions adequate in your situation.

Please check our responsible gambling section for more information about our view on responsible gambling, and tools you might take advantage of.

https://casino.guru/responsible-gambling

Since there is no action we can take further against the casino, the complaint will be closed as rejected.

Thank you for your understanding, Please do not hesitate to contact us if you run into issues with any online casino in the future.