The player from Germany informed Gangsta Casino about his gambling addiction on March 22nd, 2024, asking them to close his account. Despite this, he was still allowed to make deposits and gamble away a balance of €2,000 and estimated additional deposits of around €5,000. After this date, the player's account was blocked and he sought a refund for his losses post-March 22nd. The complaint was rejected as the casino claimed not to have received the email from March 22nd, and the only acknowledged self-exclusion request was from April 10th, when the account was closed immediately. Additionally, the player did not provide sufficient evidence of multiple attempts to contact the casino through different channels.
Gangsta Casino - Player seeks refund following account closure due to gambling addiction.
Amount: €5,000
Gangsta Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
7 months ago
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8 months ago
Hello xSerious169,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Gangsta Casino,
Could you possibly provide additional information regarding the self-exclusion and refund and clarify the situation?
Thank you in advance.
Respectfully,
Michal
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7 months ago
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.
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7 months ago
Translation
It's a pity that the casino apparently doesn't feel the need to respond to my complaint & take responsibility for it.
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7 months ago
Dear xSerious169,
I am currently trying to contact the casino internally, outside of this thread. I will let you know with any updates.
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7 months ago
Dear xSerious169,
Due to the evidence I was able to review, the situation seems to be as follows: the casino never received the email from you that you sent on 22.3, and the only email they received from you that had a mention of gambling addiction in it was an email from 10.4., after which your account has been closed on the same day.
Moreover, your account has had withdrawals in the amount of 5600 euros, and at the time of closure, there was no balance on your account, meaning all your withdrawal requests were satisfied.
Could you comment on this?
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7 months ago
Translation
Hello, thank you for your efforts and for receiving a response from Casino.
Since I started playing at the casino, after my first win I immediately asked if my withdrawal limits could be increased.
I could only withdraw €400 three times a week and I knew full well that I would lose the money if I had a high balance.
The casino never responded.
I then wrote an email to the casino on March 22nd with information about my gambling addiction and a request to close my account.
I didn't want to cancel my pending withdrawals anymore and I didn't want to lose the money I had in my account.
I am very surprised that the casino says it did not receive the email.
I can gladly provide you with evidence of this email as a video/screenshot or forward.
I decided not to play at the casino anymore because my limit had not been increased despite my higher VIP level and I just wanted to block myself and keep my money.
So my complaint concerns all payments made to the casino after March 22nd.
I deliberately blocked myself from the casino, even though I was told beforehand that it was not possible with active withdrawals, but I informed the casino about my gambling addiction and simply asked for support.
I am therefore contesting all payments made after March 22nd. I can happily provide proof of the email address.
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7 months ago
Dear xSerious169,
Please provide us with a screenshot of the email from 22.3. We will be waiting for your update.
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7 months ago
Translation
Hello, I have sent the email. If you need anything else, please let me know.
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7 months ago
Dear xSerious169,
Did you try to contact the casino with your self-exclusion requests more than once? Perhaps on a different channel, like on live chat? Sometimes a situation can occur where the email just gets lost and never arrives. That's why we do not consider sending one email a sufficient effort made by the players. If a player is serious about his self-exclusion, he should try to reach the casino multiple times (in case the first request remains unanswered) and also by all the possible ways if the casino does not react.
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7 months ago
Translation
Hello,
Yes, I have been in contact with the casino several times, both via live chat and via email.
I contacted both the regular email support and the KYC/finance department.
I asked live chat for help restricting my account, etc.
I have made numerous attempts to close my account, restrict it, exclude myself, set limits, increase my withdrawal limit and make it clear to the casino that I have a gambling problem. I have always been answered, but only that it is being looked into. Nothing ever happened.
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7 months ago
Dear xSerious169,
I was able to review another piece of evidence, which clearly shows that you did not try to contact the casino by any other means regarding the self-exclusion. The only information that the casino had received that would indicate your gambling addiction, or have the mention of gambling addiction anywhere, was the email from April 10th, after which your account was closed on the same date.
Regarding the email you allegedly sent on 22.3, I have explained above that we do not consider sending one email a sufficient effort made by the players who are serious about self-exclusion.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
