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5Gringos Casino - Cryptocurrency transaction verification

RESOLVED

Complaint Info

Disputed casino

5Gringos Casino

Amount

€ 2300

Cumiskey Ireland
Posted on December 5, 2023

Hello, I have registered and played on 30.10.23 at 5gringos casino and after winning around 2300 Euros I have been through a series of different requests which after a while were just obviously a stalling tactic on behalf of the casino in order to delay paying out my winnings.
The problem I believe is that their financial department is either not competent enough to understand cryptocurrency transactions or is just stalling like I mentioned before and it's possible they are both of those things. At first they wanted a screenshot of a "hash" transaction which I promptly sent. Then they wanted transactions for the whole month of October which like before I promptly uploaded.
Then they again wanted "Detailed Crypto transaction services for October with deposit visible ( incoming and outgoing transactions )" which was promptly uploaded. I even highlighted the transaction for them because at this point I got the feeling they were over their heads in looking at cryptocurrency transaction as to anyone who is familiar with them the document is self explanatory and since it is on the blockchain it can be easily verified in seconds if one is operating in good faith.
It was at this juncture that things reached the point where I realized I was dealing with unreasonable demands from the other party as they kept repeating this same request over and over. I have uploaded at least 3 times this document which contains: 1. all the transactions in this wallet ever 2. all the transactions in the month of October 3. the deposit to 5gringos transaction. The document contains maximum detail possible a cryptocurrency transaction can have as you will see in the attached document.
I want to mention another thing which is consistent why my feeling that I was being stalled and not dealt with honest intentions and this the way they were extremely slow in replying to my emails and even worse their chat support admitted that their financial department doesn't really reply directly but that I should login to the verification tab to see if my account is verified.
Overall this has been a terribly frustrating experience and it's very sad that I have to resort to making complaints like this to collect my winnings. That said I hope this gets resolved promptly now and that lawyers will not have to be involved. Regards

AskGamblers
Posted on December 7, 2023

Dear 5Gringos Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Posted on December 8, 2023

Dear all,

Thank you for reaching out!

We would like to inform you that the account has been successfully verified.

Please let us know if we can assist with anything else.

Sincerely,
5Gringos

AskGamblers
Posted on December 8, 2023

Dear @Cumiskey,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Cumiskey Ireland
Posted on December 8, 2023

A Christmas miracle has happened. My account is now verified and I have received 500 out of my 2293 euros. Eagerly awaiting the rest of my funds at which point my complaint will vanish miraculously too.

Regards

Posted on December 11, 2023

Dear all,

We would like to inform that your withdrawals will be paid as per your VIP limit. We kindly advise to make withdrawal requests in order for our finance department to process them.

With this, we assume the case to be resolved.

Sincerely,
5Gringos

AskGamblers
Posted on December 15, 2023

Dear @Cumiskey,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.