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 highlights issues with the 'cooling-off' feature that did not function correctly. She demands an immediate refund and permanent account closure, stating her intention to take legal action if her requests are not addressed.
Gangsta Casino - Player requests refund after account breach.
Amount: €1,700
Gangsta Casino
Safety Index:HighSafety Index
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8.1
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Case opened
Current status
Waiting for Casino Guru to reply
5d 23h 17m 21s
Case summary
yesterday
Public
Public
yesterday
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!!
Automatic translation:
Public
Public
yesterday
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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