5Bonuses Casino - Il conto del giocatore è stato chiuso.

I have deposited about 8 deposits in my account at this casino after sometime and I was playing slots then when I closed the web page after sometime I went back to sign in I got message it says "account is not active" and it did not sign me in, that means they were taking my money but in fact there was not account or it was not active. I need my money back to be refunded as they were accepting deposits with not active account.

Dear Alprince2001,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It seems that your account has been closed. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• When was the last time you accessed your casino account?
• Could you please clarify if you had an active balance in your account?
• Have you tried contacting the casino regarding this issue?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

When was the last time you accessed your casino account?

2 days ago

Could you please clarify if you had an active balance in your account?

Not sure how much

Have you tried contacting the casino regarding this issue?

No reply

Thank you for your reply, Alprince2001. Could you please clarify the dispute value (Can$641)? If this is the money you deposited and lost and your account was closed without any remaining funds, you are not entitled to any deposit refunds.

My account was active I played and it was OK. The my account was closed but I didn't know only after deposited 641$ and played but when I refreshed the page I tried to sign in it said account is not active.

Can you at least try to estimate how much you had in your account?

641$

Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

I tried but they don't have live chat

This casino actually does have a live chat:

Furthermore, their email address is listed in the 'Contact us' section.

Please get in touch with the casino and forward me the communication.

Hello Alprince2001,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello,

I apologize for the delayed response. Before we proceed, could you please advise if there has been any news in the meantime? Have you tried contacting the casino via the email address that is listed in the Contact Us section (support@5bonuses.com)?

Nothing. No reply

Thank you very much, Alprince2001, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you Alprince2001 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 5Bonuses Casino for their help in resolving this complaint. We would like to know what is the issue with the player's account and what can we do to help resolve this.

Thank you!

We have a screenshot from the live chat Saturday June 15th 2024 @ 03:07 asking for your account to be closed due to Gambling addiction. on Request we can share it with Casino Guru. Thanks

Thank you for the update 5Bonuses Casino representative. I would appreciate if you could provide me with the screenshot. You can forward all evidence to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

sent

Thank you for providing me with the evidence 5Bonuses Casino representative. Was there any balance on the player's account at the time of the requested closure of the account? Thank you in advance!

at the point of account closure request the player had used al his/her balance (lost it and thats a possibility in an online casino or any casino for that matter) then because he/she lost it all and wants a refund. We checked the Players other complaints https://casinoguru-en.com/profile-complaints/74669/alprince2001 and they all seem to be from the same nature. Where is the complaint that he did in a casino where he won and closed his account, did he ask there for a refund too?

Thank you close this case please

Thank you for the clarification 5Bonuses Casino representative.

Dear Alprince2001, if you lost your funds before requesting the self-exclusion you aren't eligible for a refund. With that in mind, we won't be able to assist you further and subsequently, we will reject your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter