Gangsta Casino - Player's withdrawal was delayed.

Prior to opening an account I asked the representative of the casino on chat what amounts are able to be withdrawn per day/week/month. I was advised that the amount which can be withdrawn is $500 per day, $2,500 per week and $10,000 per month.

I made several deposits into my account, prior to requesting a withdrawal I noticed my VIP level was quite low, in an attempt to improve my VIP level I continued to wager in order to increase my withdrawal limits.

I wagered countless dollars however my VIP limit did not increase; therefore the interpretation is that my withdrawal limits remain as stated in the term and conditions which is $500 per day, $2,500 per week and $10,000 per month.

I completed the verification online which was accepted.

Upon successful completion, I was then asked to submit further KYC documentation which was accepted, and my account status was fully verified. I was advised I could now request a withdrawal.

Following the withdrawal request I was then advised that the account was under review by the game provider due to the wins. I accepted this delay. I was advised that I could have 3 pending withdrawals at once.

The stated in their emails:

09/08/2024

"We understand how frustrating and disappointing this situation is for you, and we sincerely apologize for any inconvenience caused. Please know that we are working tirelessly to expedite this process and ensure you receive your winnings as soon as possible."

On Monday 12/08 their email stated.

"we are making every effort to complete this procedure, and as soon as we receive a response, we will immediately give you the opportunity to withdraw your funds"

On Tuesday 13/08 I received a reply to an email confirming that they had in fact received a response and would make one payout today, which they did.

Naturally I was expecting all three payouts to be paid that day given the 8-day delay in payment, I asked if all payouts would be paid moving forward in a timely manner in accordance with the schedule on their website and they responded advising that all payouts are paid on established schedules.

The below is a copy of their schedule sent via email (denominated in AUD) hence the increase from $500 to $700:

·        700 will be executed on 13.08

·        700 will be executed on 22.08

·        700 will be executed on 29.08

When I asked why the above schedule of payments is significantly lower than the amounts listed in the terms and conditions their response was:

"The Company reserves the right to make payments according to an 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."

It’s clear that the level of turnover does not come into play when determining VIP levels as I have wagered an insane amount of money – which did not improve my VIP position. Therefore, it appears that the only "relevant factor" to take into account is the amount of money I have deposited.

There is no information on the determination of VIP levels.

I have  simply asked for my payments to be made as per the schedule in their terms and conditions – which would result in a total time of 7 months for my winnings to be paid out, instead of the schedule they have produced which at $700 per week will take 2 years and 7 months.

If they are within their rights to purposely mislead their players about the amounts and timeframes of withdrawals, then so be it.

Dear Electrojunkie,

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. 

• Are there any other withdrawal methods available to you?
• Have you made a successful cashout from the casino so far? (scheduled on 13/08 or earlier)

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

Hi Tomas,

Thank you for your quick reply.

Yes, the payment of $700 on 13/08 was successfully processed and paid to my account. I withdrew using crypto.

I was advised that I am also able to withdraw via IBAN bank transfer, however there was no mention of this method expediting the process.

I hope this information helps.

Thank you

Thank you very much, Electrojunkie, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.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.  

Hi Electrojunkie,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Gangsta Casino to the conversation to participate in the resolution of this complaint.

Thank you so much.

further to the above the withdrawal scheduled for 22/08 was not processed.

Thanks again!

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.

Good day everyone!

All withdrawals are provided due to the schedule that was sent to the player. The last successful payment was made on 05/09/2024.

Best regards,

Gangsta Casino Team.

Hi,

Yes, the withdrawal of $700 eventually came through although not according to the timeline of the schedule. The most recent comment was that my next withdrawal "will likely be paid next week".

I was advised by the casino that withdrawal levels are based on the VIP status, driven by level of activity on the account. They stated that by increasing my activity I can increase my VIP level which will provide benefits such as priority withdrawals as well as increased withdrawal limits.

Over the past week I wagered of $4,000,000 on my account. That’s correct $4 million dollars, and I achieved a higher VIP status – which clearly shows no withdrawal limits. Please see the photo attached.

I also confirmed with the casino that my account has no restrictions on withdrawals as well as priority withdrawals which are to be processed almost immediately.

Despite what is shown on my profile, I can only request a maximum withdrawal of $700 per transaction which take about one week to process.

The website states that withdrawals for non-VIP players are limited to $10,000 Euro per month, to date I have received a fraction of this.

There is absolutely no communication from the casino other than copy and pasting of previous emails. The Casino do not respond to questions in the email, the only respond with generic information that does not address any of the concerns raised.

This is extremely concerning and misleading.

The below was received on 02/09/2024 and 05/09/2024.

Dear John,

We are very pleased to hear about your recent activity, and we appreciate your continued trust in our platform. Your success is important to us, and we have forwarded your request to senior management regarding your recent winnings and the possibility of adjusting your withdrawal limits.

We will keep you informed of any updates as soon as possible. In the meantime, please know that we value your experience with us and are committed to providing you with the best service.

Thank you for your patience and understanding.

Best regards, 

Gangsta Casino 

Hi all,

Thank you for your replies.

Dear Gangsta Casino Team,

Can you confirm that the player's withdrawals are no longer limited as the player reached the new VIP level? Will he be able to withdraw all his funds at once?

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.

Thanks Guru Team,

Just confirming at this stage the casino has not replied to me.

My limits are still $700 AUD being processed once per week sometimes twice.

Thanks

Hello everyone!

As was mentioned earlier withdrawals are providing due do to schedule that was sent to player.

Best regards,

Gangsta Casino Team.

Hi,

The schedule provided only referenced 3 payments. None of which were processed on time.

There has been no further communication from the casino in relation to the payments having no limit as shown in my player profile.

Emails which I have sent questioning the "schedule" for future payments are ignored and I receive only a generic reply which provides no answer.

Not sure what to do here...

Thanks for your help.

Dear Gangsta Casino Team,

You did not answer our question. If the player has reached a new level allowing unlimited withdrawals, the previous schedule is irrelevant. We urge you to uphold the new withdrawal level; otherwise, we will need to lower the casino's safety index.

Dear Electrojunkie,

I’m afraid the casino stopped responding. There is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Antillephone Gaming Authority (https://casino.guru/licensing-authorities/curacao-license-3) and submit a complaint to them. Please let me know if there is news (peter.m@casino.guru) I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Gangsta Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Electrojunkie,

We received information from the casino that your withdrawals were increased. Could you please confirm?

I can confirm that at no stage were any of my withdrawals increased.

Additional requests to have my withdrawals increased as per their policy term fell on deaf ears. I only received the same response as previous emails which failed to address any of the questions.

i also asked for an account freeze which is offered as part of their responsible gambling options. They advised that this needed to be validated using a mobile number however their system sends no sms messages to a mobile number. I made multiple requests to have an account freeze applied to my account manually all of which were denied.

At no stage have my withdrawals been increased.

I will make additional complaints to address the failings of their responsible gambling actions.

Other players need to be protected from casinos like this.

Dear Electrojunkie,

We received information from the casino that your account's "unlimited withdrawals" information was incorrect. Based on your VIP level your withdrawal limits should be up to €20,000 per month. Regardless, the casino reported that you spent your balance on games, so I'm afraid there's not much I can do for you now.

Correct, however this was only increased once my account was closed.

I amunclear how this changes the fact that they employed deceptive tactics to encourage me to wager and deposit more in order to achieve an unlimited withdrawal status.

No adjustments to my withdrawals were made while I had an active balance.

They only did this once I permanently closed my account which was after they were awarded the black points and had their rating downgraded to a 4.7.

Does this mean the complaint is ruled in their favour?

Struggling to understand…

Dear Electrojunkie,

We understand your frustration, but since the money was already spent, we didn't really have a chance to help you. In casinos with a safety index of 8+ the probability of success is quite high. We encourage you to be more patient in the future for better outcomes. We can't penalize the casino now because your withdrawal limits were eventually increased and your balance is zero. However, we will keep an eye on the casino's use of withdrawal limits. Unfortunately, we have no other option but to reject your complaint. I wish I could be of more help.

Best regards,

Peter