Complaint #56 5Gringos Casino

Cryptocurrency transaction verification

By John C.

2 years ago

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

Disputed Casino 5Gringos Casino

Reason Verification issues

Amount €2300

Discussion

AskGamblers

• Support Team

2 years ago

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.

5Gringos Casino

• Representative

2 years ago

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

Cumiskey

• Ireland

2 years ago

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

AskGamblers

• Support Team

2 years ago

Dear @Cumiskey,

Thanks in advance for your cooperation.

5Gringos Casino Complaint Stats

Resolved 26 / 26

Avg. Amount $2,806

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

5Gringos Casino Complaints

See all complaints for this casino

My withdrawal has not been paid

I submitted a withdrawal request on June 5 at 00:25. The withdrawal was successfully accepted for processing. It remained in processing for several days until, unexpectedly, on June 9 at 00:25, the funds were returned to my player account.

I only discovered this after logging into my account. I did not receive any notification, email, or explanation regarding the cancellation of my withdrawal.

I contacted customer support about the issue. However, I only received vague and generic responses. I was simply instructed to submit a new withdrawal request. I did so and also requested that my withdrawal be expedited, as I had not cancelled the previous withdrawal myself and I do not believe it is fair that I should have to wait another three business days for processing.

In my account, the ‘Verify Your Account’ section states that ‘Your account currently does not require verification.’ Therefore, the issue should not be related to account verification either.

As of June 10, my withdrawal is still pending and I have not received my funds. Whenever I have tried to contact support through live chat, I appear to have been blocked or denied access, as the chat is always shown as “unavailable.” I have also sent several emails, but none of them have been answered.

I would like the operator to process my withdrawal immediately.

Resolved

€80

2000 PLN payment delayed

Hello everyone,

I am complaining about this 5Gringos casino for the delay in the process of my withdrawal, and added to this is the lack of clear communication of the casino through live chat, and no help.

I requested my withdrawal last week, and since then, I have been waiting.

According to the casino's 6.15 terms, they are processed within 3 business days, and now it's been over that.

I expect the casino to explain why the payment is being delayed, or better, pay it at the earliest convenience.

Thank you

Resolved

zł2,000

Declined deposit and casino is not answering

Dear askgamblers!

11 days ago i made deposit to 5 gringos casino. The deposit was declined but the funds were taken 25 000 huf from my revolut. Every day i contact the casino but they dont help me. I would like my money back. I attached the screenshot as well.
Thank you for your help
I am waiting my issue be solved as soon as possible.

Resolved

Ft25,000

Delayed non payment

I am an Irish (EU) player with a €2,500 balance at 5Gringos Casino, all winnings from slot games.

I deposited using Visa debit and requested withdrawals of €500 on:
- Tuesday [16/12/25]
- Wednesday [17/12/25]
- Thursday [18/12/25]

All withdrawals remain marked as “Under Review”.

The casino enforces a €500 daily withdrawal limit and a maximum pending withdrawals rule. Because none of my withdrawals have been processed, my remaining balance is now completely blocked.

On Tuesday [16/12/25], I contacted live chat because I could not upload KYC documents. The agent explicitly informed me that verification was “not necessary”. Since then, I have never received a verification request or access to submit documents.

Visa withdrawals require mandatory identity verification. The casino’s failure to enable KYC has resulted in indefinite delays, while my balance remains inaccessible. I am fully willing to verify immediately.

The casino has repeatedly stated that withdrawals are “being processed” but has provided no timeline and has stopped responding.

I am requesting:
1. Immediate activation of KYC or instructions for manual submission
2. Processing of the oldest withdrawal request (Tuesday [16/12/25])
3. Confirmation that existing withdrawal requests will not be cancelled or reset

Rejected

€2,500

Withdrawal delayed since 8 November no support access

Hello,
I would like to file a formal complaint against 5Gringos Casino regarding the long-term withholding of my withdrawal, selective blocking of communication on my account (shadow-ban), and the complete unavailability of the listed regulator.
1. Withdrawal pending since 8 November 2025
On 8 November 2025, I requested a withdrawal of 12,500 CZK.
Since that day, the withdrawal has remained in a “pending / under review” status for over a week without any progress or explanation.
I am attaching screenshots that clearly show the request date, amount, and the unchanged status.
2. Selective blocking of live chat when logged in (shadow-ban)
The casino prevents me from accessing customer support:
When I access live chat while NOT logged in, the chat loads normally, messages are sent, and queue position is displayed.
When I am logged into my account, the chat instantly shows the error message “Zendesk is not available” and cannot be opened.
This is selective account-based blocking of communication.
I am attaching screenshots of both situations.
3. Casino does not respond to any emails
I contacted the casino multiple times through their official email addresses and received zero response.
Emails are simply ignored.
4. Regulator (Antillephone 8048/JAZ) is completely unreachable
I attempted to contact the regulator using all listed addresses:
[email protected]
[email protected]
[email protected]
Every email bounced back with errors such as “no valid MX record”, “access denied”, or “host unreachable”.
I am attaching Mailer Daemon returns as evidence.
This means the regulator is non-functional and cannot be contacted, which leaves players without any legal remedy.
5. Breach of licensing obligations
The casino is required to:
provide accessible communication channels,
process withdrawals within reasonable time,
ensure a functional escalation path via the regulator.
None of these obligations were fulfilled.
6. Request
I respectfully request AskGamblers to assist in:
immediate processing and payout of my withdrawal (12,500 CZK);
restoring access to live chat on my account;
providing clarification why communication was blocked for my account.
All supporting evidence is attached.
Thank you for your assistance.

Resolved

Kč12,500

420EUR delayed payment

I have made a 420€ withdrawal on monday 10/10. Withdrawal got cancelled on friday 14/10 without explanation or any email etc.

Got different explanations from customer supporters, but nothing specific. I was just told to be patient with my withdrawal and was assured that my money is safe.

It seems like this is gonna take ages.

Resolved

€420

Challenges not being awarded

Hello,

There are two challenges available for $30 and $82. I have completed all the challenges however there is an issue with the login challenge which essentially is to log in 2 and 5 times in a row in new sessions as well as betting with real money. The challenge will reset back to zero everyday and will only log one login per day and reset to zero.

I have sent over 10 emails in the past month, and have had no response from the team, they have ssaid they are working on it and no response after that even after my multiple follow ups.

I am hoping to get some assistance on this and have proof the challenges were completed from history record is required.

Resolved

$112

Delayed payment for over 2 weeks

Hello, I made a win of €920 on July 23rd and subsequently requested two withdrawals (one for €500 and one for €420). Both are still pending, and support isn't helping at all. They keep saying there's a processing delay, which, according to the terms and conditions, is a maximum of three business days. My account is verified and everything.

Resolved

€920

Withdrawal delay issues

I have requested a withdrawal of 250 Euros on July 29th but as of today august 06 it's still in review. Support says the same thing that they know there is a delay for the last 5 days, they aren't helpful at all and use the same answer every time.

They said the withdrawal takes up to 3 days, but it's been 8 already. I would like to know what's going on.

My name on the site is < username removed >

Resolved

Ft100,000

Withdrawal delay for 8 days

I am writing to formally lodge a complaint regarding the unacceptable delay in processing my withdrawal request, which I submitted on February 17, 2025, at 02:46:12 CET, for the amount of €205,00.

As of today, February 25, 2025, it has been 8 days since the request was made, and the withdrawal remains marked as "Pending" in my account, far exceeding your stated processing time of up to 3 business days as outlined in your website's FAQ and terms of service.

I am deeply frustrated and extremely dissatisfied with this situation, and I demand an immediate resolution.

Resolved

€1,149