Gangsta Casino - Player's winnings have been confiscated.

I am submitting a complaint regarding Gangsta Casino / Boom Line B.V. concerning the confiscation of approximately €7,400 in winnings.

I had received a bonus subject to a maximum withdrawal limit of x10 the bonus amount. The casino initially applied this limit and reduced my balance accordingly, leaving approximately €600 available in my account.

I then continued playing with that remaining balance and generated further winnings. The casino subsequently confiscated the additional winnings again, arguing that the remaining €600 continued to be linked to the original bonus and therefore remained subject to the same maximum-win restriction until withdrawn.

My complaint is that this interpretation is not clearly stated in the applicable bonus terms. The terms provide that, once wagering requirements are completed, bonus funds and winnings are released to the real money wallet, and that winnings exceeding the maximum withdrawal limit are removed at the withdrawal stage. They do not clearly state that the maximum-win cap may be repeatedly reapplied to future winnings generated from the already adjusted real-money balance.

I have repeatedly asked the casino to identify the exact contractual clause supporting this interpretation, but they have not provided a clear answer.

I have also asked them to provide the details of the external ADR body referred to in their own complaints procedure, but this information has not been provided.

I am therefore requesting an independent review of whether the repeated confiscation of my winnings was fair and supported by the casino’s published terms.

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Dear Spy89,

Thank you very much for submitting your complaint. I'm sorry to hear about your negative experience with Gangsta Casino. Please allow me to ask you a few questions so I can better understand the situation.

Were you informed at any point that the bonus terms and conditions remain applicable even after the wagering requirement has been completed?

Could you please confirm whether your casino account balance was divided into real money and bonus money balances?

Did the balance you continued playing with appear as "withdrawable"/"real money", or were your winnings still displayed in the bonus balance?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila