Gangsta Casino - Player’s account has been closed without explanation.

So I registered to their site few months back. I were able to play with around 750€ , but won nothing. Then one day I was trying to start playing. But my account got closed without any reason. I have tried to contact them trough email no response. I have also tried to contact via live chat, but as soon as I say my name they just close the live chat and block the live chat option from me. So I want to know why my account is closed and I demand full refund of the depositted amount on the account

i have also tried to contact the licensor, but no response since it is curacao licensor. So now I am trying help from you if you cant help I will just take this furher to the European Comission

Dear Cryslerr,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? 
• Which games you’ve been playing (live casino games, slots, or sports betting)? 
• Were your winnings accumulated with or without an active bonus, please?
• If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I registered 9th of May 2024 account got closed on May 20th. Account were not verified since I had not been asked for anything yet

I were playing mostly slots , might had played some live casino

I did not win anything yet, but my account were closed without any reason to do so. So thats why I demand full refund of the depositted amount.

there is no relevant communication, because the casino has not responded to any of my emails or live chats.

but I got proof of them closing and blocking the live chat from me.

Hi Cryslerr,

• Could you please advise how much was your active balance at the time of the account closure?

Thank you.

I dont know, because they dont response. but I was just going to get cash back for like 100€

Hi Cryslerr,

If there were no real funds in your account at the time of its closure, only cashback, I'm afraid we won't be able to assist you.

• Once again, could you please confirm what your active balance was?

Thank you.

I dont know if there were money or not

But they have still closed my account without any reason and any information

Hi Cryslerr,

I reviewed the other complaint you submitted on our website, where you mentioned registering an account with another casino despite being underage. Could you please provide your date of birth?

Thank you.

18.08.2006

Hi Cryslerr,

So, you are 17 years old. I'm truly sorry, but we offer our services and access to our website only to individuals who are 18 or older. Please review our terms and conditions at https://casino.guru/terms-and-conditions.

"2.6. By accessing the Website, the User who is a natural person, confirms to be at least 18 years old and to have full legal capacity. Access to the Website is restricted to any persons under 18 years of age or under the age at which online gambling in the jurisdiction of the User is prohibited. It is the User’s sole responsibility to determine whether it is legal to gamble online within his or her jurisdiction, as well as checking any other legal requirements in force."

Therefore, we are forced to close your Casino.Guru account. We suggest that you contact the licensing authority of the casino if you wish to proceed with your case. However, please note that I only recommend contacting the licensing authority if you provided truthful information when registering your casino account. You were asked if you are 18 years old when you registered your Casino.Guru account, and it appears that false information was provided.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.