Gangsta Casino - Error in payout resulted in account closure.

Hello

I made a 50 euro bet blackjack in single player blackjack from evolution. I got a 5 and a 5 as a hand so makes 10 so i double down and get 20. Dealer bust and i should win 200. Casino only payed 100. Here are screenshot of they marking the 2 bets of 50 as a loss while you can see in vet history you can see i won that hand. Casino has closed my account because they clearly dont know what they are doing. I provided screen shots of bet history from theire website. And i also provided screenshot of the bet history from in game single player blackjack. And they thought it was a different website so they closed my account for no reason...

Dear Domien,

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. 

• Do I understand correctly you continued you stopped to play this particular game immediately after the error occurred?
• Could you please share the conversation between you and the casino regarding the issue that led to account closure?
• You can share screenshots here or alternatively send the information to my email at tomas@casino.guru

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,

Tomas

Hello after some confusion they opened my account again so i kept playing. After a few hand blackjack i double down again and it happens again same thing but with 100 euro bet doubling so 200. Should pay 400 but theire site only pays 200. If i check the bet history on theire website i checked the exact houre of that bet and checked the exact houre in bet history in the game itself. Screenshots i will add here. You see the evolution game says it should pay 400 and theire site only payed 200. To add on that after that i had a 25 euro double the exact same way. If i add al the errors already i am missing a total of 400 euro already... i can provide enough proof so you see that im not lying. In the picture below on bet history of theire site you can see they mark the 2 bet of 100 seperatly and mark them as a loss. But they are 1 hand and thats the hand i doubled and won. Same thing happened with the 50 euro bet double and 25 euro bet double. They say they are investigating it but feels like some 5 year old people are behind theire desks that have no clue on whats going on.

It happened again i try to remember i cant double but i made mistake and clicked double again and it happened again. So pictures like it always happens only credits half of what they should pay. They owe me 450 euro because of these mistakes. Can you guys help me please

Okay i got another issue. Placed 100 euro bet. It got cancelled. Happends a lot on this website since it lags a lot. Evolution mentions it as cancelled game. The website of casino marks it as a loss and doesnt refund my 100 euro... ive had enough this casino is full of bugs when playing blackjack.

Update i had 400 euro in balance i just made a withdrawel for that 400 euro. Since im done playing here. They owe me 550 euro from all the mistakes of the website. And they have to fix it asap since its a big scamm like this. Have send all updates to them to email but got no more replys since yesterday. They said they send my gales for further check but since that email there have been so many more issues where i lost money like this. I stopped playing there now i just want to get this iver with and never play here again

Dear player

Thank you for contacting customer service

After checking your bets again, we noticed that your bet was 100 euros (shown by you in the screenshot), you received a winning of 100 euros.

That is, you have reached the break-even level.

There was a misunderstanding on our part and on your part because our system showed 2 bets in which you won 0 from a 50 euro bet, and won 100 euros from a 50 euro bet, but you see it as a full bet of 100 and win 100

Also, after checking, it was clear that all bets matched, all winnings and amounts of money after each bet.

So, the verdict: all your bets were played correctly, you received all your funds and there were no errors.

We apologize for any inconvenience and thank you for your patience while we resolved your issue.

Best wishes

Gangsta Casino Support Team

This is what they send me after days of investigating. They clearly have no idea how it works and are not looking into it. Every double + split in blackjack is scammed in theire casino. When i send all proof they cant even see it or just play dumb you can choose what option you think.

Im gonna try explain 1 of the errors as good as i can here so you guys can clearly see im in the right here. The pictures i added in this message is also the "50" euro bet they are refferring to.

Okay here i go:

2 pictures are from theire bet history site and 2 pictures are from evolution lobby bet history of me. On the bet history i opened the 2 X 50 euro bets so you can see witch ones i talk about. You can see they mark 2 of the 50 euros as a loss. Right above that they mark +100 win. So as you can see in the evolution bet history its main bet + double and total bet is 100 and win is 200. Then how can theire casino only pay me a 100 euro win? I hope this make it clear enough to understand. This happends with all doubles + splits. Had this happened to me minimum 4 times. And a total of 550 euro missing because of this. Hope i made it clear enough like this. For the other bets i can also provide proof like i do here

Also another clear and easy to see proof and this is not even because a split or a double. Its because theire site is laggy. I placed 100 euro bet. Game got cancelled because of lag and theire website marks it as a loss proof in pictures. So i lose 100 euro.. while evolution clearly marks it as cancelled...

tbh i dont know how i can provide more evidence and be this clear and still they dont understand or dont want to understand...

.

Also to add 1 more layer of proof. To the message where they gave me my reply on the 2X 50 euro bet. Look on bet history after every 50 euro bet you see balance after. After the second 50 euro bet (witch stands for the double down) balance after is 100. So my balance whent from 200 to 100 witch is correct.but then i won the hand (50 euro bet plus double 50 = 100 bet so total win payout should be 200--> 100 euro bet and 100 euro win) They then gave me a 100 euro win instead of 200 you can see in this picture so balance after that is 200 again. So now explain me how can i have the same balance from witch i started when i made that bet after just winning my 50 euro bet + double. Dont think its hard to see theire has been errors on theire website...

Casino guru can you please help me here. I can explain every bet if some stuff is not clear to you. Came to this casino from youre site because of it good rating but these kinda stuff cant be happening to people and they dont even see the problem and recognize it...think i have provided enough proof with cant be ignored hope you guys understand it and can help me out

When i replyd and tried explaining them again and again this is the answer that im getting. Dont know how i can be much more clear. Theire site scams people. Its not working correctly atleast it isnt for blackjack didnt have any problems with slots.

Dear player!

Our department has already checked everything several times and made a final verdict that is non-negotiable.

Our task was to explain it to you, which we did in the last mail.

I absolutely understand you, but we have already apologized for the delay, but this time was necessary to make sure in our final decision. Our answer is final.

Thanks you for understanding!

Best wishes, your GangstaCasino Support Team!

Sadly enough i played there again. Here proof of what happened. 40 euro bet got cancelled. Evolution clearly says cancelled they mark my 40 euro as a loss...

Not even 2 bets later 2 games got cancelled right behind each other. 2 tims 40 euro bet. First time they credit it back like they should second time they dont credit it back and they mark it as a loss. I stop playing here they are thieves!!!!

Thank you for your patience, Domien. We currently have hundreds of active complaints and we strive to reply as soon as possible in the allotted time of 7 days.

If you are encountering repeated errors in the casino, our recommendation is to stop playing the game and contact casino support.

If your issues are not cleared, it's not advised to continue playing and encounter the same glitches and errors repeatedly.

I will now transfer your complaint to my colleague Adam (adam.m@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 yeah but it basicly is all blackjack games where theire sites makes errors. Double downs, splits, somethimes you get connection errors since theire website is really laggy and provider marks games and cancelled but theire website just marks it as a loss. Theire score shouldnt be high at all the way they treat this issue. They dont see any issue and they say they dont see a problem. I dobt think a child of 2 years old needs more evidence then i already provided to really see there is an issue and a big one...

Hello Domien,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Gangsta Casino to join the conversation and participate in the resolution of this complaint.

Dear Gangsta Casino,

Can you please provide further insight into the situation? If possible, please also send the player's relevant betting history to my email, adam.m@casino.guru.

Kind regards,

Adam

Hey adam also dont forget to compare the bet history of theire website to the ones actually in evolution games. Like i provided all the fotos in the messages above 👍 because thats where you cab see the difference and errors like also in all the messages above with pictures. If you need any more info from me just let me know 👍 already big thanks for trying to help me casino guru and adam 👍

Good Day Adam and Domien!

We just send via email full game history of the player for the mentioned date 10/02/2024.

Please let us know if you need more information from our side.

Best regards,

Gangsta Casino Team

Hello Gangsta Casino team,

Thank you for the data provided. Please see my reply to your email.

Kind regards,

Adam

Hello Adam!

A new response was sent to you last week!

Best regards

Gangsta Casino Team

Hello all how is my case going? I also want to mention that my errors where not all on 10/02/2024 and that ive had multible errors leading in total to more then 550 euro. All the messages above have the proof in it.i also suddently had 100 euro balance without me depositing witch i already lost with playing now. Thanks in advance

Hello Domien,

I have been discussing this case with the casino via email, and we are currently awaiting further evidence from the game provider. Unfortunately, this may take some time, so I would ask for your continued patience while we wait for this information.

Kind regards,

Adam

Another week has passed and still no update. I cant understand what proof we need more then everything i showed in messages above. Its clear and still here we are... getting a little frustrated about this. Its a good amount of money i got scammed off here!

Hello Domien,

As mentioned, I was waiting for more evidence from the casino. The casino has provided your game history from the game platform and this is currently being reviewed in comparison to the evidence you have provided. I will post a further update once this review is completed.

Kind regards,

Adam

Hello Domien,

I have reviewed the evidence provided by the casino, and there were indeed some discrepancies in the bet information. I asked the casino to explain it to me, and they have stated that missing winnings were credited to you on 26/02/2024 in the amount of 100 Eur, which I know you mentioned you received and played.

I have now asked the casino to clarify what caused this error, and if they have investigated the other bets you mentioned which caused the amount missing to be 550 Eur in total.

I will extend the timer while we await a response.

Kind regards,

Adam

Adam thanks for youre time and effort already that you put in. I dont know for witch bets they credited me 100 euro for. But so now total remaining balance missing is 450 instead of 550. There where multiple erros witch i stated above. Witch i also explained and provided prove really well. So there where errors when site would lag and game got cancelled but bet amount was not credited back. And then there where problems with splitting and doubling hands on blackjack like pretty wel described in messages above. And tbh pretty easily to spot the errors. Kinda sad that when i approached the casino they said we dont see an error and final descision while its pretty clear there al lots of errors. However already thank you to the casino to giving me 100 euro out of 550. Im waiting on the other 450 to be settled and hopefully you guys found and fixed the issues and after that no hard feelings.

Hello has there been an update? Since its been more then 1 month and i would like to get my remaining 450 euro in my account getting really tired of waiting here...

Hello Domien,

I can appreciate your frustration at how long this is taking, but there is a lot of information to check in this situation.

The casino re-investigated all bets mentioned but stated that there are no other missing winnings owed to you. I am currently checking the betting history provided by the casino myself to see if this is correct.

I will post an update once I have finished this, and if you have any further details regarding the bets in question please do provide them. I thank you for your continued patience.

Kind regards,

Adam

I can not understand that they still dont see or dont want to see the errors. If you run a casino do it whise and fair. Even my 2 year old can see the errors here. And how i explained it all it was clear as hell that there where errors. Frustrates me that when i aproached them and explained them i get a reaction that they dont see errors and discision is final and i open complaint and i already got 100 for errors. This is 450 euro its a lot of money to be missing for a site not functioning properly. Sorry for my complaining but really getting tired of explaining it all proving everything and then still hear the same thing from them there where no more winnings lost...!! Thanks adam for doing a great job tho i appriciate casino guru help a lot. And dont forget to check theire bet history to the game provider history like i did in messages above then its easy to see the error.

Thanks in advance

Hello Domien,

Although the casino stated that they investigated the situation further and found that no further winnings were missing, I have found another discrepancy in the betting histories they have provided, and I am still waiting for them to provide an explanation.

I will update here when they reply.

Kind regards,

Adam

Hey adam thanks for youre great work again and its nice to hear someone actually sees the errors. Have you checked all my errors like i discribed above? So you actually have seen that im actually 450 euro missing? Thanks for all youre work and investigating i would havr had no chance without you guys.

And can i please ask to gangsta casino to finally pay me my 450 euro from all the errors that have been going on. Probebly even more because before i actually noticed errors where happening...This has been dragging on a long time. I hipe you guys fix the issues but can i get my money and be dont with this complaint... not good for either of us...

And again 2 days later and dont see an update here... gangsta casino can we actually hurry a little bit? This has been dragging on for 1 and a half month! Im really getting tired of this. I have spend a decent amount at youre casino the minimum you can do is hurry up and fix this complaint...!!

Adam has the casino reached out to you? Or still nothing?...

Grtz

Another fun thing is see my account is blocked AGAIN and this is what live support told me... i cant remember saying anything they claim i said and even if i did i still want my 450 being paid to my bank asap. What a casino....

And for the info i havent play for weeks there now so dont have an idea why suddently they block it again... all i want is my 450 and me and gangsta casino are history forever

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 Domien and Adam!

As for now, we are waiting for additional information from Evolution Gaming regarding your situation, as soon as we get the answer we will post it over here or if it is some sensitive information we will send it via email to Adam.

Best regards,

Gangsta Casino Team.

Thank you for the update, Gangsta Casino.

We will await further information.

Kind regards,

Adam

Its been almost 2 months we are waiting. While we all saw the errors the only guys who keep stalling and thinking all was good are you guys... its really time to step up youre game and pay me out. Because for blocking my account you guys can actually work pretty fast he? But for doing a fair job it seems its much harder? My patience has reached a limit. I want my 450 euro and be done with youre casino has been dragging on for to long. This has been a message for multible times waiting on evolution. But the problem is with youre website! I told you every error but still you refuse to believe a single thing. If i didnt have casino guru you guys remember whatd you said? That youre discision is final and there are no errors. But in the meanwhile i already got 100 euro from errors. Crazy right? Ive spend far more then 1000 at youre casino. Time to get me my 450! And be dont with this. !!! And dont forget to fix youre issue so people will not hace to wait 2 months for theire money!

Seems like gangsta casino isnt taking this serious at all... read the other complaint from a guy from palistine. Also his account got closed and casino isnt in any hurry in fixing the issue. Seems like timer will go to zero again before casino actually answers anything....

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 all!

The issue in this case was much more deeper so it took some time. Winnings will be returned to the player.

As your account is closed due to gambling addiction we can not open it.

In this case, we would like to ask the player to approve the withdrawal payment method.

Damien, can you approve that we can send money via IBAN BE25********6682?

Best regards,

Gangsta Casino Team.

Yes thats my bank. You can send it to that. You guys found the problem? Great so you guys sending me my remaining 450 euro correct? Or did you guys found more missing money in my bets? Since i started counting the moment i realised there where errors happening i came at a total of 550 witch you guys have already payed me 100 few weeks ago. So that makes it 450 remaining minimum. Thanks in advance

And adam thanks for youre great work. You helped me amazing dude 👍 thanks for gangsta casino to have finally found the errors and willing to pay me my money back. Hope i will receive me money soon 👍

Gangsta casino can you confirm you sended me my 450 euro to my bank account please?

Dear Gangsta Casino,

Thank you for the update and for your assistance. Please do confirm when the payment has been processed.

Dear Domien,

Please let us know when the money has been received so we can mark the case as 'resolved' in our system.

Kind regards,

Adam

Dear Domien,

Can you please provide us with an update on the situation?

Kind regards,

Adam

Dear Domien,

Please let us know if the payment has been received so that we can close this case. I will extend the timer for one more week, if there is still no response from you the complaint will be rejected.

Kind regards,

Adam

Dear Domien,

As there has been no further response from you, we are unable to investigate further and have no choice but to reject this complaint as previously mentioned.

You can reopen this complaint at any time.

Kind regards,

Adam