5Gringos Casino - Los retiros de los jugadores están retrasados y sin resolver.

Good day,

I won 6000 euros at 5Gringos about 3 weeks ago.

Of course, you can only withdraw 500 euros per day and only have 3 active withdrawal requests.

After what felt like begging and kneeling, they finally paid out the first 3 applications after 8 days!!!!!!

Since then, nothing has progressed at all.

Such long waiting times are, in our experience, highly unusual and absolutely unacceptable.

Of course I can prove that with screenshots!

And no, smarty pants, it's not due to the verification, as the account shows: no verification required.

It can't be due to the bonus either, as that was already claimed a long time ago. (The first 1500 have already been paid out).

The store simply has no money and is apparently deliberately withholding payments!

Only empty promises and stalling tactics through live chat and email support!

I'm sorry, but I'll say it very clearly: I strongly advise everyone against playing at: https://5gringos789799.com/de/ !!

Another casino in the same group (Malina), however, is top-notch, reputable, and offers fast payouts, so I don't understand 5scammers' problem.

Does anyone have any ideas or tips on what else I could try to eventually get the money? 😅

Or perhaps Casinoguru could get involved here; I've already found a similar case involving Supabet (same casino group) where Guru mediated and ultimately solved the case.

Thank you so much in advance.

Regards

Flo

Guten Tag,

ich habe vor mittlerweile 3 Wochen bei 5Gringos 6000 Euro gewonnen.

Natürlich kann man wieder nur 500 Euro pro Tag auszahlen und nur 3 aktive Auszahlungsanträge haben..

Nach gefühlt bettlen und knien haben sie die ersten 3 Anträge nach 8!!!!!! Tagen ausbezahlt.

Seit dem geht nichts mehr vorwärts, null.

Solch lange Wartezeiten sind erfahrungsgemäß höchst unüblich und auf gar keinen Fall akzeptabel.

Natürlich kann ich das per Screenshots belegen!

Und nein, Schlaumeier an der Verifizierung liegt es nicht, da im Konto angezeigt wird: keine Verifizierung nötig.

Auch am Bonus kann es nicht liegen, da dieser schon lange gewagert wurde. (Die ersten 1500 wurden ja auch schon gezahlt).

Der Laden hat schlicht und einfach keine Kohle und hält offenbar gezielt Auszahlungen zurück!

Nur Vertröstungen und Hinhaltungen durch Livechat und E-mail support!

Tut mir leid aber ich sage es in aller Deutlichkeit: Ich kann nur jedenm abraten bei: https://5gringos789799.com/de/ zu spielen!!

Ein anderes Casino der selben Gruppe (Malina) ist hingegen Top, seriös und schnelle Auszhalungen, daher verstehe ich 5scammers Problem nicht.

Hat vlt. jemand eine Idee oder einen Tipp was ich noch versuchen könnte um irgendwann an das Geld zu kommen?😅

Oder vlt. kann sich auch Casinoguru hier einschalten, habe schon einen ähnlichen Fall zu Supabet (gleiche Casinogruppe) gefunden bei demGuru vermittelt und den Fall schließlich gelöst hat..

Vielen lieben Dank schon mal.

Lg

Flo

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

Hello Veronika,

I received a verification link from 5gringos yesterday. The customer service representative told me to verify my account and let them know once it's complete so my withdrawal request can be processed.

I already did that yesterday.

I'm curious to see if something will finally happen now…

Thanks and best regards

Florian

Hallo Veronika,

ich habe gestern einen Verifizierungslink von 5gringos erhalten. Die Dame des Kundendienstes teilte mir mit ich solle mich verifizieren und nach Abschluss Bescheid geben sodass meine Auszahlungsanfrage bearbeitet werden kann.

Dies habe ich bereits gestern erledigt.

Ich bin gepannt ob sich jetzt endlich was tut…

danke und lg

florian

Since I completed the verification yesterday and informed 5gringos about it (as requested), of course absolutely nothing has happened 😬

I can't shake the feeling that this was just another stalling tactic.

It's insane how inflexible, slow, and broke this place is…

Never again!

Seit ich gestern die Verifizierung abgeschlossen habe und 5gringos auch darüber informiert habe (wie gewünscht) hat sich natürlich überhaupt nichts getan😬

ich werde das Gefühl nicht los, dass das nur eine weitere Hinhaltetaktik war..

Wahnsinn wie unflexibel, langsam und pleite dieser Laden ist…

Nie wieder!

Hi,

Unfortunately, nothing has changed. I'm still getting vague answers in the live chat and haven't heard anything from support in a week.

Hi,

leider alles beim Alten. Vertröstende Antworten im Livechat und vom support seit 1 woche nichts..

Dear Flo140294

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear Flo140294,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite 5Gringos Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear Flo140294,

Thank you for contacting us.

We recognize how crucial swift withdrawals are and understand how frustrating delays can be.

Your withdrawals request have been forwarded to the appropriate department, which will process the payment at the earliest opportunity.

Thank you for your patience and understanding.

Bet Regards,

5Gringos Casino Team

Dear Flo140294,

We are pleased to inform you that your first 3 withdrawal request has been successfully completed.

The funds may take 3 to 5 working days to appear in your account, depending on the payment method used and your bank’s processing times.

Your new withdrawals request have been forwarded to the appropriate department, which will process the payment at the earliest opportunity.

Thank you for your patience.

Best Regards,

5Gringos Casino Team

Dear Flo140294,

please keep us updated when you receive the funds.

Hi,

So far, six payouts of €500 each have arrived. The second three were quick, please keep up the good work! 👍

There are currently 3 outstanding payouts (of 500 euros each) and a balance of 1500 euros is still available.

Thanks.

Hi,

bisher sind 6 Auszahlungen von je 500 Euro angekommen. Die zweiten 3 waren schnell, bitte weiter so in dem Tempo 👍

Derzeit sind 3 Auszahlungen ausstehend (je 500 Euro) und ein Guthaben von 1500 Euro noch vorhanden.

Danke.

Dear Flo140294,

thank you for the update. Please keep us updated when you receive more funds.

Received another 1000 euros ☺️

Current status:

3 outstanding payments of 500 euros each + 500 euros remaining balance.

We're getting closer to our goal, please keep it up 🙏☺️

Nochmal 1000 Euro erhalten ☺️

momentaner Status:

3 ausstehende Auszahlungen von je 500 Euro + noch 500 Euro Guthaben.

wir nähern uns dem Ziel, bitte weiter so 🙏☺️

Dear Flo140294,

thank you for the update. Please keep us informed when you receive additional payouts.

Received another 500 euros.

3 outstanding payments of 500 euros each.

Balance at 0.

Nochmals 500 Euro erhalten.

3 ausstehende Auszahlungen von je 500 Euro.

Guthaben auf 0.

Dear Flo140294,

thank you for the update. Please keep us informed of any new development.

Dear Flo140294,

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.

Everything's sorted out, thank you so much ☺️

Hat sich alles erledigt, danke vielmals ☺️

Dear Flo140294,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Jana

Casino.Guru