5Gringos Casino Complaints

Hello,

I have a withdrawal pending since September 16 2026, and it has already been cancelled once.

Despite several exchanges via live chat—and even sending emails I keep getting the same response, with no concrete change in the situation.

Let's hope things move forward and I receive good news as soon as possible.

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.

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

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.

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 >

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.

I was playing in 5GRingos casino and one day I won a large sum of 2.5k euro so far so good. I made a withdrawal on the first day of 500euro via FunID cause the maximum withdraw per day was 500 euro and a 2nd withdrawal on the 2nd day, when I logged on the 3rd day to make another withdrawal my account was locked and I had to do a verification and here is where the struggle started I uploaded every document they asked but they where not accepting them and kept delaying! When they finally accepted them they asked me for bank transactions for specific months, I sent them but they kept rejecting them. I even contacted the bank personally to make sure it’s the correct file I needed and they said yes. So I kept resending them till they finally accepted it on the 4th working day. I log in to my account to see if it’s finally unblocked but it still hasn’t been. I looked into verification and there is nothing else I can upload all the documents are verified but my account is still under verification. I tried to contact chat but they kept copy pasting the same mechanical answer like we are looking at it and etc. After 2 days I received an email saying that I needed to verify my IP with logging into my account and contacting the chat without using a vpn (I’ve never used a vpn) . So I log into my account went to live support and asked them to verify my account, the agent after trying to delay me for what has been like 45 mins with messages like I am looking into it, I need a bit more time and yet again 4-5 times that he needed more time to look into my problem she suddenly told me that he had to go and he transferred me to a different agent and I had to go over again from the start the conversation! So I went into it again and after again a long delay the agent told that the appropriate team said that I should close my vpn and to go again at the start! I didn’t have any vpn on! I cleared my browser case restarted router and went back and forth to 3 different devices and 4-5 different agents they kept telling me close the vpn and come back again. I am afraid they are trying to find excuses to close my account without any reason.

8 days I have been waiting for my payout from 5Gringos.

They have told me it would take 3-5 at max. Each day I contacted their chat support, each different agent they have used has used a different excuse: withdrawal backlogs and other nonsense.

8 days of no payment.

This is a disgrace

I've been trying to verify my account for a withdrawal for a win that I had in October but the casino has made it impossible for me. I've uploaded photos of my ID and proof of address etc. which have all been accepted.

The issue is with my skrill transaction history which was requested. I first uploaded it in PDF format, then when I logged in to see if it was verified, there was a note saying it had to be uploaded as screenshots instead of a PDF. I did this but it will only let me upload a maximum of 5 documents - it's an 8 page document. I tried uploading them all at the same time, then one page at a time but whatever I do it won't let me upload more than 5 pages. I tried sending them by email before but was told they could only accept them by uploading them into my account. I'm in a catch-22 situation.

I filed a complaint with the casino 6 days ago but I've had no response. The only communication I've had is an email from them confirming my withdrawals have been canceled. I've been on live chat a few times but firstly I was told to be patient and then told that I would get a response from the KYC team as to why my account still isn't verified, but no one emails me. I have tried to get on live chat today, and it says there is no one online to chat with me.

This is very common and is happening most times I get on live chat. So communication is been lacking too. I can't get my account verified and I can't get hold of anyone to help. Hopefully you can help me.

Hello, I been paid and verified by 5gringos I won 3500 euro they paid 500 after they stopped paying. I tried to get my money out they are unresponsive. After a while I tried to login my account was closed. The chat say send an email and they never respond in an email.

So I am stuck. As reading this Askgamblers forum it seems to be one of the worst groups out there.

Hi I want to make a complaint as its unprofessional to not be notified by live agents of needing to verify your account not once have they made note that I have to verify my account they have only said 3 working days is how long I will get the withdrawal. I have requested since the 21 of December and it has now been day 5 excluding weekend and public holiday and now they want me to send documents on day 5 of waiting. They have not mentioned anything prior, this is just unfair for players wanting their winnings.

I have issue with 5gringos casino. I played at this casino on 13.12. and I won about 2000 euros. I made 3 withdrawal requests (500 euros each) and they asked me for a driver's license and an electricity bill. I uploaded them to the site and they were accepted. After that, I was surprised when the money didn't come. I logged into the site and found that they now asked for a third document, a 3 month bank statement from my bank.

My bank account that I used to play with was established on 18 September 2022 and in the first month there was no activity on my bank account, so no account statement has been created for that month. However, I sent them by email my whole account history. There were quite a lot of statements, because in my bank the account statement is created daily from the days when there is activity on my account.

After that they sent me an email that they do not accept documents via email. I tried to upload the bank statements to their site, but it didn't work because you could only upload 5 files to their site and there were many more bank statements. After that, I downloaded a pdf file from my bank, which showed all the activity of my account from 1 September 2022 to 22 December 2022 in the same file. I uploaded that file to their verification site. They rejected that file saying: "please upload the bank statement in PDF for the 3 month transactions visible, as on the provided visible transactions only for 2 month". That is not true what they are saying. In my document, there was shown whole account history 1.9.2022 - 22.12.2022.

I greatly appreciate any help you can give me to get my money.

I made a request to withdraw money on 11/13 I was verified on 17.11 Request still not approved. All around excuses and lies. They have already written to me twice when the money will be paid to me.

Every time only promises and nothing happens, absolutely nothing.

I know how it goes in casinos, I'm probably in the ranking in 15 casinos, but what's going on in 5gringos is really striking.

Hello, I have used a welcome bonus and eventually I won 1096€ after wagering bonus. I requested my first withdrawal of 500€ on 28.10.2022 and the next day also 500€ and the third day 96€.2 or 3 days later they requested documents which I sent the same day and they are still not verified. Chat only tells me to wait and not helpful at all. I even sent email to which they still didn't responded to.

Just under a week ago from the date of this post I had a decent session on the slots after depositing $300 aud and spinning it up to $4500 I decided to keep playing slots and some blackjack, after losing most of it back I had around $1200 left and I think I placed $160 (not an important detail because I lost the actual blackjack hand itself) and $20 on each side bet. the dealer pulls out 6 of hearts and 6 of hearts for a perfect pair, after losing the actual hand $0 was credited to my balance for the side bet winnings, I immediately used the chat feature to speak to the dealer of the game to inform her I was not paid out for my side bet winnings, she responded saying not to worry its not an uncommon issue and that she will double check with her pit boss and to refresh my page, after refreshing the page I was taken to a different table so could not follow up with her or the pit boss but spoke to live support instead.

After speaking to live support they wanted every single detail of the bet which I provided to them from my bet history, exact time, exact amounts of bets placed, the game, the date, the bet number, table number etc. was all provided to them and I was told I will receive an email with any updates regarding my missing winnings, fast forward a week, my winnings have not been credited, nor have I heard any response or received any emails regarding my missing winnings, whenever I try and speak to live support I am told "I don't have the answer for that as I am not from the relevant department, is there anything else i can help you with?" the most generic copy paste responses on the planet.

I immediately stopped playing blackjack to avoid any confusion for the team trying to resolve the issue having to dig through hundreds and hundreds of hands, It is still currently the last hand of blackjack I have played on their website so it should not be very difficult to find, So after the blackjack debacle I went to spin some more slots, I decided upon "sun of egypt 3 hold and win" as my game of choice by the provider I know to be as either "boongo" or "3oaks".

After spinning thousands of dollars through the game I finally landed a bonus with about $45 left in my balance, phew! (talk about timing, how lucky!) until the game immediately crashed and displayed a screen that said "internal error, please contact customer support"

I refreshed the page and got the same error, so I contacted customer support and was told to clear my cache and cookies which yielded me the same result, once again I contacted customer support they told me once again to clear my cache, restart my computer and to try a different device or a different browser, after trying all of the above, (I even updated my computer to the most recent update) and still receiving the same error I contacted customer support again, this time they told me they where experiencing server issues with that provider. Funny that, every other game from that provider worked a treat, loaded instantly and had no issues, the game in question loaded perfectly in demo mode and loaded without a hitch on my girlfriends account at her house on her devices.

After back and forth with their live support for almost a week and the game still displaying the same issue every time I try and open it (still to this date) I have received no emails as I was told I would regarding both matters, I have received zero help from any of the live support members, I have received none of my missing bonuses or funds, and I have been offered absolutely zero compensation regarding either of the matters. I will attach a photo of the error I have on the slot but unfortunately have no screenshot of the blackjack hand as after I refreshed the page it had taken me to a different table and essentially disappeared.

My payments have been on hold for some time. Currently three withdrawals are pending and 4341 EUR are left for withdrawals after those are paid.

They paid me 1000 EUR beginning of the month as two payments of 500 EUR. Then they asked me to submit my documents, which I did on August 15th.

The withdrawal requests currently on hold are three five hundred euro requests pending since August 10, August 11 and August 15. And I have 4341 EUR still in the balance after those.

Chat told me on August 19 and today that I just have to wait and that he has no further knowledge of how long it takes for them to check uploaded documents.

Since the oldest withdrawal is pending since August 10 I am hoping for quick progress with verification and a continuation of payments.