Beschwerde #79 5Gringos Casino

My withdrawal has not been paid

Von _Pli

vor 1 Tag

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.

Unseriöses Casino 5Gringos Casino

Grund Verzögerte Auszahlung

Betrag €80

Diskussion

AskGamblers

• Support Team

vor 9 Stunden

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

_Pli

vor 12 Stunden

Hello. My withdrawal now has been processed and paid to me. I don’t need any further assistance. Thank you.

_Pli

vor 19 Stunden

Hello. If you mean the withdrawal amount that I still have not received, the amount is €80.

AskGamblers

• Support Team

vor 1 Tag

Dear @_Pli,

The AskGamblers Complaint Team kindly asks you to clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

5Gringos Casino Beschwerde-Statistik

Gelöst 16 / 18

Durchschn. Betrag $972

Durchschn. Dauer 5 Tage

Durchschn. Antwortzeit 2 Tage

5Gringos Casino Beschwerden

Alle eingegangenen Beschwerden ansehen

Ausstehende Auszahlungen und Balance Scam

Guten Tag,

ich habe vor mittlerweile 4 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!

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

Ungelöst

€4,500

Zahlungsverzug von 10 Tagen

Hallo, ich habe am 23.07. einen Gewinn von 920 € gemacht und danach 2 Auszahlungen beantragt (1 über 500 € und 1 über 420 €). Bis jetzt sind beide noch ausstehend und der Support hilft überhaupt nicht. Sie sagen immer wieder, dass es eine Verzögerung bei der Bearbeitung gibt, die laut den Allgemeinen Geschäftsbedingungen maximal 3 Werktage beträgt. Mein Konto ist verifiziert und alles.

Gelöst

€920

Aauszahlung 500 euro

Hallo ich warte seit den 26.07 auf meine auszahlung. Habe diese auszahlung schon mal 10 tage davor eingereicht und wieder storniert weil ich eine sofortauszahlung versucht habe ( die auch angeboten wurde) dies war aber leider nicht möglich . Darauf hin wieder auszahlen lassen und von vorn warten. Und warte wieder seit 4 tagen. Es ist eine Frechheit.der support vertröstet einen nur.

Ungelöst

€500

Support reagiert nicht

Ich habe am 5.2.24 eine Auszahlung beantragt und habe den Support per E-Mail jetzt mehrmals angeschrieben wo ich jetzt meine Dokumente hochladen kann zwecks Verifizierung meiner Daten die für eine Auszahlung benötigt werden. Das endlich ausgezahlt wird.

Es kommt keine Antwort vom Support. Der Live Support ist überhaupt nicht erreichbar auf deren Website wenn ich eingeloggt bin und versuche den Button anzuklicken um in den Chat zu kommen, passiert nichts, es öffnet sich nicht mal ein chattfenster irgendwie.

Kann doch nicht sein das da keiner reagiert. Absolute Frechheit

Gelöst

€500

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

Gelöst

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.

Gelöst

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

Abgelehnt

€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.

Gelöst

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.

Gelöst

€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.

Gelöst

$112