Gangsta Casino - Player's winnings have not been credited due to a technical problem.

i was playing live at evolution ( casino hold em poker). I won several hands but jo money were added . I contacted evolution and they told me there was a technical problem from their side and they contacted the casino to add me the missing money . 3 days passed, the casino ignores all my emails. They also blocked me from using livechat . Livechat agents are very rude and disrespectful especially an agent named angelina. I want my money and i want all the people to see how bad this casino is. They robbed my money , blocked me from livechat, and they are not answering my emails

Dear 7anoosh,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue with Gangsta Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you kindly forward me the communication between you and Evolution regarding the technical issues with your game? My email address is veronika.l@casino.guru.

Do you see any bets you made in Hold'em poker in your gaming history?

Have you made any successful withdrawals from this casino before?

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

Best regards

Veronika

Yes the games appear in the gaming history , and they wrote on them "sentencecase".

No i am new to the casino .

i will send you all the communications with evolution to the email address you provided.

thank you

The casino just sent me an email mentioning that there was no errors and they won’t pay me anything!!! Although evolution approved there was several errors! 15 hand wins were not credited . Evolution also mentioned that the casino must make the payout adjustments, but the casino insisted there were no errors!

Can you confirm if the bets affected by the technical error were deducted from your balance or if they were not accepted at all, resulting in no money being deducted from your casino balance?

Yes . The bets were deducted from my balance but no winnings were added although they appear as "won"! I have a screenshot from my game history that shows that the bets were marked by evolution gaming as "sentencecase"

The casino permanently blocked my account for no reason! They also refused to provide me with my game history

Thank you very much, 7anoosh, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you 7anoosh for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Gangsta Casino for their help in resolving this complaint. We would like to know why were the missing funds not accredited and what can we do to help the player receive the winnings.

Thank you!

I want also an explanation why my account was permanently closed , emails and livechat blocked . Why they also refuse to send me my full game history? There are many things suspecious 🤔

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.

The casino replied to every single complaint on your website but they did not reply to my complaint. Because they know how much guilty they are and they do not have anything to defend themselves. I won't only take the 300 euros they owe me , but i will sue them for all the damages and waiting done. They harmed me in the most possible way and they deserve to shut down. 1 month already passed and i cannot contact them! They even refused to give me my game history ! What did i do wrong to deserve such a humiliating treatment??

Hello everyone!

After an investigation with the game provider, we can not find an issue.

In this case, we would like to ask the player to send us more detailed information: date of issue, time of issue, game and bet sum.

Looking forward to your answer.

Best regards,

GangstaCasino Team.

I have already provided you these information over 10 times!!! And uploaded the screenshots. I will upload them again. And how do you say you did not find any errors while evolution themselves confirmed the errors and wrote "the casino will make payout adjustments that you have lost".

can you please send me my full game history on 5/3/2024 and 6/3/2024 .

another question: why my account was permanently closed and you were ignoring my emails for over a month?

Hello everyone!

Dear player soon our KYC department will contact you and ask for verification. After successful verification, your money will get back to you.

Your account will be still closed and withdrawal will be made manually.

Best regards,

Gangsta Casino Team.

Can you confirm the amount of withdrawal please?

300 EURO

Is there a possibility to send me the money via bitcoin?

I have uploaded all the requested documents for verification

Thank you very much for the update.

Dear 7anoosh, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Yes sure . The casino sent me an email about the refund and said it will be processed today.

3 days already passed . The casino did not send the money and stopped responding to emails. I contacted them via livechat and they said that i need to wait for an email. They cannot do anything via livechat

Hello everyone!

The payment was made yesterday.

Best regards,

Gangsta Casino Team

Thank you very much for the update Gangsta Casino representative.

Dear 7anoosh, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Hello . Yes i received my money yesterday. Thank you very much for your help and support. I really appreciate it

Hello there,

Thank you 7anoosh for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Gangsta Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter