The player from Germany incurred a loss of 1700 Euros due to the casino's failure to close her account after a request linked to gambling addiction, breaching their duty of care. She also highlighted issues with the 'cooling-off' feature that did not function correctly. She demanded an immediate refund and permanent account closure, stating her intention to take legal action if her requests were not addressed. The Complaints Team concluded that the casino acted correctly by closing the account promptly following the player's request, and therefore, no further assistance could be provided in this matter.
Gangsta Casino - Player requests refund after account breach.
Closed
Our verdict
Other
Amount: €1,700
Gangsta Casino
Safety Index:HighCase summary
Discussion
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1 year ago
Translation
Dear Sir or Madam,
I am writing to you because I have incurred a loss of 1700 Euros. This loss could have been avoided if my account had been timely closed due to my gambling addiction. There is a clear breach of your duty of care, as I had already requested a closure which was not implemented.
Additionally, I would like to point out that the "cooling-off" feature on your website does not function correctly. I have attempted to use this feature several times, but no necessary code was delivered to me via SMS, allowing me to continue playing. This is another serious deficiency.
I hereby demand:
1. An immediate refund of the loss of 1700 Euros.
2. A permanent and immediate closure of my account to prevent further losses.
If I do not receive a response from you within 7 days, or if my demands are not met, I will take legal action. This includes notifying the responsible gambling regulatory authorities and initiating legal proceedings.
I will also involve CasinoGuru.
I expect your prompt response and a clear explanation of this matter.
Sincerely,
Schmidt
I am fully verified!!
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1 year ago
Hello Mickstar,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Gangsta Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise since when is your account fully verified?
- When was the first time you mentioned gambling addiction to the casino?
- How much did you deposit since your self-exclusion request?
- When was the last time you spoke to the casino and what was it about?
Please note that it takes time to process a self-exclusion request especially during Christmas Holidays. Any balance deposited right after you made your request are non-refundable.
Looking forward to your answer.
Regards,
Nick
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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1 year ago
TranslationGood evening,
I spoke to the casino for the last time today because they blocked me after I wrote the email. I tried many times to use the "Cool Down" button on the website, but to no avail because no code (which you have to enter) was sent to me.
I also sent the online casino an email today, December 24, 2024 at 9:39 am, asking them to please block my account immediately because the cool down bot for a timeout is not working.
this ignores the mail and tells me what it
possible to deposit another 1700 euros.
my account is verified as of today.
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1 year ago
TranslationI have contacted BaFin, the receiving bank, by email. There are exactly 2100 euros in A 21 - 100 euro payments that I am missing because of the negligent behavior. Please check this immediately!
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1 year ago
Dear Guru administration, I hope your holidays are going well!
We would like to inform you that this player was closed in a timely manner, almost immediately after receiving a letter from him about closing the account due to "addiction to games"
Our casino, and like many others, have a rule that a person must accept the rules and conditions of responsible gaming
Therefore, in order to avoid problems and losses, the player could not register and not start the game
The funds he is talking about - the player lost of his own free will, and at the moment there are no funds on his account
Thank you for your understanding and happy new year
Respectfully , Gangsta casino!
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1 year ago
TranslationThis is nonsense since I got banned and was in the middle of playing.
Your cool off button didn't work, which could have prevented my losses. I ask you to immediately refund me the amount that was written after the email about the blocking.
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1 year ago
TranslationThe point is that you received my email and you still gave me the opportunity to continue playing. Only after I wrote you an email saying that I wanted my losses back was I completely blocked. That's not acceptable and is clearly against your guidelines!
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1 year ago
TranslationLadies and Gentlemen
Thank you for your feedback. However, I must firmly reject your representation.
After I notified them that my account had been closed due to gambling addiction, the responsible gaming rules should have prevented me from placing any further bets or even accessing my account. Yet, this was the case and the 'cool down' button you provided for did not work properly either, which is contrary to your own policies.
The bets you mentioned, which were supposedly made "of my own free will", were therefore made during a time when your system should have been protecting me. This is a clear violation of the rules of responsible gaming.
I therefore request that you provide me with evidence to show that all measures have been properly implemented following my notification. This includes in particular:
1. Proof that my account was actually blocked in a timely manner.
2. An explanation as to why I was able to continue playing despite my notification.
I expect a fair and customer-oriented settlement from you, in particular the refund of the stakes placed after my notification. If you do not cooperate, I will be forced to take legal action and contact the relevant regulatory authorities.
I request a written response.
Best regards
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1 year ago
Good day, dear player and Guru administration
According to our casino rules, a player's account cannot be closed with any active balance, or if the player confirms the closure and wants to withdraw his money that remains on the account in order to avoid problems of even greater losses
Your letter was sent to our email with instructions to close the account due to "dependence"
Since your balance was not yet zeroed out, your account could not be closed
Also, according to the rules, the technical department responds to requests within 24 hours
The account was closed according to all the rules, and in no case was it closed during your game
Best regards, Gangsta casino
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1 year ago
TranslationMy account was blocked while I was playing. I can also prove this with the transfers. I ask you to provide the time at which my account was blocked!
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1 year ago
TranslationDear team,
I would like to inform you that I have blocked myself via the OASiS system and that as a player residing in Germany, I should not have been able to play with you. Your offer is obviously aimed at players in Germany, although you do not have a valid license for the German market.
For this reason, I request a full refund of the amounts I have paid. Please let me know how you would like to proceed.
Best regards
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1 year ago
Dear Mickstar,
Could you please clarify the exact date when your account was closed?
Thank you for your assistance.
Best regards,
Nick
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1 year ago
TranslationOn December 25th in the middle of the game.
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1 year ago
TranslationThe cool off button would have prevented all this!
casino should provide evidence. These are the purest lies that are spoken here. Fraud upon fraud
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1 year ago
Dear Mickstar and Guru administration
First off all , happy new year and i hope it goes well!
About the account closure
Account of player was closed by his decision on 2024|12|24 , not in the middle of the game
We cant close accounts of player while he's playing and while he has money on account , account was closed after he stopped playing for more than 10 minutes , and there is no other attempts to deposit in the middle time of closing account
Also because this is gambling addiction - we should close it as soon as possible to prevent more loses to the player
And we have closing button in player account , so player could use it any moment
With respect , Gangsta casino!
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1 year ago
Translationagain, this exact button didn't work because I didn't receive any code on my phone!!!
I can prove, based on my bank statements, that a game was running when I was blocked. SweetBonanza Xmas to be precise. I had just bought free spins for 100 euros. 2 free spins were running and then I was blocked.
I don't understand why you are twisting the facts here, even though I am ready to prove everything. Please provide me with the exact date and time of the blocking!
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1 year ago
Dear Mickstar and Guru administration ,
Client account was closed 24/12/2024 in 15:35 by GMT 3+
His last bet , in the Sweet Bonanza Xmas was made in 15:25 , 100 eur bet , win 0
As we mentioned before , player account cant be blocked while he is playing , have active pending deposit or withdrawal in account
We can assure that all has been closed by our rules and there is no mistakes
Also accounts by gambling addiction should be closed right when we see that there is 0 eur on account , which means player cant play and cant lose more money
With respect, Gangsta casino!
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1 year ago
TranslationYour answer is a complete lie and clearly shows that the casino is cheating from start to finish. Closing the account allegedly at 3:35 p.m., shortly after a lost bet, is obviously a deliberate manipulation. It is absolutely unacceptable to close a player account only when the account balance falls to 0 EUR - this is neither a protection against gambling addiction nor proof of serious behavior.
The claim that everything was completed according to your rules is completely baseless. It is obvious that you do not take player protection seriously, nor do you comply with your obligations. The behavior of your casino is dubious and unacceptable.
I hereby urge you to reimburse the loss immediately. If you do not comply with this request, I will take legal action against you without further hesitation and report the matter to the relevant authorities and consumer protection agencies.
With emphasis,
Mickstar
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1 year ago
TranslationThe live chat script proves that there was still credit on my account. Send it to them so we can expose their first lie
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1 year ago
Dear Mickstar,
Thank you for reaching out to us.
As per your request for exclusion on the 24th, please note that your account was closed on the 25th. The casino acted correctly, as such requests are not processed instantly; they require time to be reviewed and implemented.
If you made a deposit immediately after submitting your request, unfortunately, it is not refundable.
Please let us know if there is anything else we can assist you with.
Kind regards,
Nick
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1 year ago
TranslationUnfortunately, this is completely wrong.
The cool down button in this casino should have worked, but since they didn't send me a code to my phone number, I was able to lose all the money. In addition, this casino operates without a valid license in Germany and therefore has no right or claim to my money. Therefore, in both cases, I demand an immediate refund!
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1 year ago
TranslationAgain, you keep asking people for proof. I think it's time for the casino to officially provide proof that it's clear that they haven't complied. They always take the provider's side. I find that anything but fair and that's exactly what you should be, dear Casino Guru team. I don't think you understand that people who are struggling with their lives gamble away their bread and then take the side of the provider who is clearly in the wrong.
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1 year ago
Dear Mickstar,
Thank you for your submission. If the cool-off button was not functioning, the appropriate action was to contact the casino's support team, which you successfully did. Your account was subsequently closed in a timely manner.
As the casino has acted correctly in responding to your request and closing your account promptly, there is nothing further we can assist with in this matter.
We will now be closing this complaint for the reasons outlined above.
Best regards,
Nick
