Gangsta Casino - Delayed withdrawal and conflicts over VIP level benefits.

Hello,

I've been playing intensively at Gangsta Casino and have managed to accumulate 6200 Euros in my account.

As I play, I see that my "vip-level" is increasing.

According to attached images, you can see I am halfway to level 4.

At level 3 (where I currently am), I should be able to withdraw 3000€ weekly. However, I CAN'T!

I've written to Gangsta (with a long conversation via email), but they insist that I've deposited too little money for them and I'm not entitled to what’s offered for a "VIP level 3".

For once, I’ve managed to win more than I’ve deposited!!!!!!!!!!

But, they're refusing to let me reap the benefits.

I have NEVER taken advantage of any Cashback or bonus from them.

How can they have a withdrawal limit relative to the deposit - creating unequal gaming terms? Seems they can only win!

Whenever I request a withdrawal, it takes at least seven days before my request gets processed... sometimes longer, and as long as I have pending withdrawals, I'm not able to make new ones.

This is not fair!

I can't find in their terms and conditions that they don't favor people who win!

Hope for justice. / Peter

Hello peterkreckel,

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? How much can you withdraw currently per week? When was the last time you received a payout from the casino?

Please note that as long as the casino is payout you out, there is not much we can do. Also if you receive the payouts within a week it is still within a reasonable time frame as we recommend to wait 14 days for any payout.

Looking forward to your answer.

Regards,

Nick

Hi Nick

Thanks for your reply.

I got cleared by KYC on 26/1/2024.

As I previously wrote, it takes about 7 days from the request until they pay out.

Payments can only be made for €400 at a time.

My withdrawal level is still €1000 a week, but my VIP-Level says I can withdraw €3000 a week.

I have played almost every day since I got approved so my turnover is very high and therefore have

I climbed into their VIP.

On Gangsta's page, I can see that I'm approaching VIP level 4 (passed by 22% of level 3).

My wish is to be able to withdraw the €3,000 that is promised according to the website (at level 4 it is €15,000 a week).

Why don't they follow through on what is promised?!?!?

We play on equal terms: Both me and Gangsta casino must be ready to lose!

I have written to Gansta and attach their reply below. I have since written to them three times

but they refuse to return!

Thanks for your help!

Copy of answer:

Hi Peter,

Currently, the VIP level is contingent on the quantity and total amount of deposits made. We want to inform you that, based on our assessment, your deposit level does not meet the criteria for the VIP category. As a result, all payouts will be handled according to the previously established schedule for your account.

We understand the importance of transparent communication and strive to ensure that our clients are well-informed about the factors influencing their account status. Please be assured that we value your commitment and contributions to our platform.

Best regards,

Gangsta Casino KYC Department

Hello peterkreckel,

As per general casino rules, you should be able to request 3 withdrawals per 400€ at a time so even without the VIP level you have, you should be able to withdraw more.

However, unless the casino is not processing those payments, it's not entirely sure that we could do something about it as the withdrawal limits are set by the casino purely based on their decision and they may set it individually to any player.

Can you please advise if you are receiving those payouts from the casino?

Hello

Yes, I can withdraw €400 at a time, but only a total of €1000 a week.

what i don't understand is their vip level.

I am on level 3, which gives me the opportunity to withdraw €3,000 a week, but they do not follow this.

why do they have different VIP levels when they don't deliver on what they promise??

I should be able to withdraw €3000 considering my turnover! But they blame me for depositing too little.

This is not a nice game!!!!!

Are they bad losers!?

Please

Peter

Thank you peterkreckel for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello

Thanks for that.

I am attaching the message that came on 2/22 from Gangsta casino.

Here it sounds like they are aware of the problem and are going to fix it, but nothing has happened yet.

Previously, the answer was that I deposited too little money for them and that my turnover had no significance.

I questioned why they then why there were different Vip levers.

currently I am in Level 4 and should be able to withdraw 15000€/week but I am not updated in the correct VIP level and can only withdraw 1000€.

Enclosing their Mail and pictures of my status

(Benefits for Level4 and what I take part in Level 1) . Please / Peter

copy :

Dear players!

I absolutely understand, Finance Department working with all withdraws.

You and your verification absolutely completed, so this money will be credited after a few days.

About VIP level - We are working on this problem and the technical department is already aware of it.

Please just wait for an answer from the Finance Department. They work with it.

Thanks for understanding!

Best wishes!

Hello, peterkreckel,

I am sorry to hear about your unpleasant experience. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint. Let's ask the casino for more details.

Dear Gangsta Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Can you help us to speed up the user's withdrawal? Or, how is it possible to speed it up? If the casino shows a VIP level to players, it would be good if the information is correct and the casino complies with better conditions.

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Peter and Casino Guru Team!

According to our Terms and Conditions, players withdrawals are made according to individual schedule: 

"The Company reserves the right to make payments according to individual schedule, set the minimum and maximum amount per one transaction and the time for this transaction, which may differ depending on the withdrawal method, your account level or other relevant factors."

We are deeply thankful to the player for continuing to use our services and increasing his balance. 

As for now, the Total Withdrawal Amount is 8600 EURO which is bigger than mentioned in the complaint.

Also, we want to add that additional withdrawals will be made today.

Thank you for your understanding and please do not hesitate to contact us if any other questions.

Best Regards

Gangsta Casino Team

Dear peterkreckel,

Can you please confirm the above-stated, and that your withdrawals are regularly processed according to an individually set up schedule?

If each withdrawal is processed within a reasonable time (we recommend players wait at least 14 days after a withdrawal request before submitting a complaint), can I consider the issue resolved, please? Or, is there anything else I could help you with?

Basically, if the casino regularly pays your withdrawals, I cannot see any issue there.

Dear peterkreckel,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you very much, Gangsta Casino team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru