Complaint #74 5Gringos Casino

Delayed non payment

By Kayla097

9 months ago

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

Disputed Casino 5Gringos Casino

Reason Delayed payment

Amount €2500

Discussion

AskGamblers

• Support Team

8 months ago

Dear @Kayla097,

Following a careful review and consideration of your case, the AskGamblers Complaint Team reached the conclusion that, unfortunately, your complaint is not compliant with the AGCCS Guidelines, section Balance played off while waiting to be paid and, therefore, is being rejected. Please keep in mind that following all AGCCS Guidelines is mandatory.

Please keep in mind that while we can understand your frustration and disappointment of probably not being paid within the time frame specified by the operator, it is up to you to refrain from playing until the processing of your payment is finalized accordingly. Instead, you kept playing and lost your balance subsequently which means that unfortunately, you will also lose the validity of your claim against the operator which led to the rejection of the complaint.

And while we understand this might not be the outcome expected by the complainant, we would like to remind you that in case of disagreement with our decision further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

5Gringos Casino

• Representative

8 months ago

Dear Kayla097,

We are writing to sincerely apologize for the delay in processing your recent request. Unfortunately, because the withdrawal was cancelled during this period, we are unable to proceed with the original request at this time.

We would like to draw your attention to the following point of the General Terms and Conditions, which you accepted when creating your account on our website:

6.16 The Company may delay processing of your withdrawal request to perform checks of your identity, account balance, source of funds and of your compliance with the Terms. In such cases, the Company may start and/or take part in and/or help in the investigation of the circumstances and you agree to provide support and assistance in any such investigation. The Company reserves the right to postpone performing any payments or providing the sum of the winnings until all verification procedures and checks outlined in the Terms are successfully completed.

Thank you for your patience and understanding.

Best regards,
5Gringos casino Team

Kayla097

9 months ago

As of yesterday, all withdrawals have been cancelled and money gambled back to the casino. Delay and stall tactics worked a treat and I got fed up waiting on my money. I urge anyone not to play with this casino.

5Gringos Casino

• Representative

9 months ago

Dear all ,

Thank you for your patience.

We have received the player’s email. At the moment, there are no pending withdrawals. We are reviewing the case with the relevant department and will contact you shortly.

Kind regards,
5Gringos casino Team.

5Gringos Casino Complaint Stats

Resolved 26 / 27

Avg. Amount $2,797

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

5Gringos Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 23 out of 24 complaints in this category have been resolved.

This operator's average complaint duration is 8 days, while the average duration across all operators is 8 days.

5Gringos Casino Complaints

See all complaints for this casino

Holding money

Hi askgamblers,

I did a withdrawal back in 31th august. Verifications were completed the 2nd of September. Im still waiting for the withdrawal and all the time they are making excuses or telling me everything is okay, but the money does not come.

I have been taking pictures for the whole process in ordee for you to see that every time they are telling me something different, wait and you Will have It, internal issues. But always i am verificated and all It is good

I would appreciate if you could help me out.

Unresolved

€2,253

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

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