Gangsta Casino - Player's account has been reopened after self-exclusion.

Dear Casinoguru and Gangsta Casino,

I am writing to submit a formal complaint regarding serious failures of responsible gambling controls by an online casino operated by Boom Line B.V. (Gangsta Casino). I have contacted them several times now with no response so I'm moving to here.

In 2024, I contacted the casino twice by email and once via live chat as described in the email to request permanent self-exclusion from all gambling services. In that communication, I explicitly stated that I suffer from gambling addiction and requested that my account be permanently closed to prevent further harm. The casino closed my account.

Despite this, my account was later reopened and access to gambling services was restored, allowing me to gamble again. This should not have occurred under any circumstances, particularly after a clear declaration of gambling addiction and a request for permanent self-exclusion.

Allowing a self-excluded and vulnerable player to regain access demonstrates a serious failure to enforce responsible gambling measures and undermines player protection obligations expected of a licensed operator.

In an attempt to understand how this occurred, I later requested information relating to my account history and prior correspondence. I was informed by the operator that they no longer retain any correspondence with me, stating that their email system settings had changed and that the data could not be restored. I was further told that no such information could be provided to me.

This response raises additional concerns regarding the operator’s record-keeping practices, particularly in relation to permanent self-exclusion requests and responsible gambling decisions. The absence of retained correspondence appears to prevent independent verification that appropriate safeguards were applied and maintained, and whether regulatory obligations were complied with.

I respectfully request that Gangsta Casino:

1. Action a refund for a total of: €59,899.22. That is the total that was allowed to be deposited into the site minus I think approx €1,200.00 which was withdrawn would equal: €58,699.22.

As you can understand this is a substantial amount of money and is a significant part of my life and I would like to claim this back, if I did not have an account with the site then I would not have been able to deposit said amount of the period of time. If the account had remained closed I wouldn't have been able to deposit.

I am requesting Gangsta Casino to provide all evidence of online chat transcripts and emails to CasinoGuru and myself.

I am willing to provide copies of my own emails and any supporting evidence in my possession upon request.

I would like to settle this in a polite and professional manner between the parties as I know sometimes these things can become out of hand. I do not wish for that.

Please note I have more screenshots of emails sent to Gangsta casino with no replies.

Thank you for your time and consideration. I look forward to your response.

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Dear Shandy37, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Gangsta Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

1. Could you kindly provide details regarding the timeline of events? Specifically, when did you submit your request for self-exclusion, and when was your account reopened by the casino?
2. Additionally, have you regained access to your original account, or have you opened a new one?
3. Lastly, do you still have access to your account at this time?

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,

Attila