Complaint #28 Gangsta Casino

Account closed with no warning

By alecto

7 months ago

I opened my account with Gangsta Casino on 22 September, and their KYC department confirmed that my account was fully verified on 15 October with partial verification being completed on 12 October.

During my time with the casino, I deposited €650, took part in several promotions, received bonuses, and never had any issues with gameplay or communication.

The last contact I received from the casino was on 29 October, regarding some missing bonus spins. However, when I tried to log in today, I was met with a message saying “access denied.”

I contacted live chat support and spoke with Bianca, who appears to be the only support agent available for long stretches of time. During the chat, she abruptly closed the conversation, and the chat widget disappeared entirely from my browser window.

Assuming it was a technical issue, I reloaded the site in a different browser window — but Bianca simply replied, “your account has been closed forever,” and once again ended the chat immediately.

Since the casino’s chat system normally allows users to email themselves a copy of the conversation, I can only assume the chat was terminated this way to prevent me from saving the transcript.

I tried accessing the chat three more times (using a VPN to refresh the page so the widget would reappear), but each time, the chat was instantly closed again.

At this point, I have no idea why my account was closed.

I passed the full KYC verification.

The casino’s terms do not prohibit VPN use.

I’ve had no conflicts with staff and recent email communication as recently as four days ago.

Now, the casino is completely refusing to explain why my account has been closed — and is actively preventing me from obtaining a copy of our chat.

I did manage to take a screenshot showing that the chat was open and then disappeared within the same minute.

I would appreciate assistance from AskGamblers in getting a clear explanation and, if possible, the reinstatement or proper closure of my account with transparency regarding my balance and personal data.

Disputed Casino Gangsta Casino

Reason Account closure

Discussion

AskGamblers

• Support Team

5 months ago

Dear @alecto,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required verification paperwork has already been sent to the Gangsta Casino team accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process. Should you refuse sending the required verification paperwork or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

Gangsta Casino

• Representative

5 months ago

Dear player and AskGamblers administration,
I am providing full screenshots of all correspondence with our client and all emails sent from us and received from you.
1. After completing the verification process, your account was verified and you received a notification.
2. After checking your documents again, we noticed that they were invalid and your account was blocked, which is why we sent you a corresponding email.
3. After sending this email (which you said you didn't receive), although it is clearly from us, we have not received any new supporting documents from you.
4. We are awaiting your email to [email protected] to submit valid documents that can pass our verification process in order to continue working with you.
You will also be resent the email you previously sent, which you indicated you did not receive.
Thank you for your understanding and have a nice day.

alecto

• 2 reviews

6 months ago

Dear Sir / Madam,

Thank you for your reply, but once again you have not addressed the core issues I have raised repeatedly throughout this complaint.

To summarise, please respond directly to the following points:

You have still not provided any verifiable proof that the alleged 29 October email was ever sent.
A screenshot is not evidence. Please provide the original .eml file or full email headers, as previously requested.

You have not explained the contradictory reasons you have given for the account closure.
Publicly you stated my account “cannot be restored” due to a document from a “prohibited country,” while your emails (including the one I actually received) simply mention an expired document and state my account can be reviewed after updated ID is provided.
These explanations are incompatible. Please clarify which one is true.

You still have not addressed why your KYC communications appear to be handled through a personal Gmail account with a Russian-language interface, rather than a corporate system appropriate for handling sensitive identification documents.
This is a legitimate data-protection concern and requires a clear explanation.

You also have not explained why live chat conversations were forcibly closed each time I attempted to ask about the account block.

I have already submitted my valid ID, as requested.
Now I ask, once again, that you address the above points directly and transparently.

Yours faithfully,
Alecto

Gangsta Casino

• Representative

6 months ago

Dear Alecto and Askgamblers administration
1)Unfortunately, as it stands, you were sent these emails, which I've included screenshots of in this discussion.
There could be several reasons why you don't have them.
1. You've run out of email space.
2. You're having trouble receiving emails from us, and it may have ended up in spam.
3. You could have simply deleted this email to indicate you don't have it. As far as we can tell, all the emails were sent to you, and you received some of them.
We can't say for sure why you didn't receive them, or whether you did receive them, as you indicate they haven't.
2) We have quite a few employees, and they work from a corporate email address, so you receive emails from [email protected]. This is our personal email address for handling cases and verifying clients of our project.
The interface language applies to employees, as long as they speak the language, and there's nothing wrong with that.
3) We will resend all the emails you didn't receive and send confirmation here that they were received. Resent.
And since you said you sent newer documents confirming your identity, our verification department will check everything and provide a response.
We'll also update you here with the new information about your account.
Sincerely, Gangsta Casino

Gangsta Casino Complaint Stats

Resolved 17 / 17

Avg. Amount $4,601

Avg. Complaint Duration 6 days

Avg. Response Time 2 days

Gangsta Casino Complaints

See all complaints for this casino

Withdrawals pending 15 days 800 Euro

I am contacting you to request your assistance regarding an issue I am experiencing with Gangsta Casino.

I created my account at the beginning of April, and my verification process was completed on April 20th. However, I experienced significant difficulty during the verification process, as I was asked to provide more documents than initially requested, which caused considerable inconvenience.

On April 13th, I submitted three withdrawal requests on the same day: €198, €400, and €400. On April 21st, I received only the €198 withdrawal.

It has now been over 15 days, and the remaining two withdrawals (€400 each) are still pending. I find this delay unreasonable and unacceptable.

I have made numerous attempts to contact the casino via both their support email and their KYC department email, but I did not receive any response until today, when I was sent a generic automated message stating that my request has been forwarded to the financial department regarding the withdrawals delay.

Additionally, I have contacted their live chat support multiple times. As shown in the attached evidence, I have now been blocked from accessing the live chat, as the chat option is no longer available to me.

I kindly request your assistance in resolving this matter and helping me receive my pending withdrawals.

Thank you in advance for your support, and I look forward to your response.

Resolved

€800

Gangsta Casinop - Withdraw not happening

It's end of 6th day, I'm waithing for withdraw due to verification all the doc are uploaded days ago.

Sum of money is 150€ so not arguable for stallling.

Poor response in livechat, bot is giving link of support mail, and they are texting every few days nothing concreate.

Very slow proces

Question is if the money will be paid or there just nobody works.

Is it legit casino even.

Doesnt seem like one

Very unsatisfied.

Resolved

€150

Delayed Withdrawals of 400eu and 200eu since 23 and 24 February

I am filing this complaint because Gangsta Casino has failed to process my withdrawals within the timeframes explicitly stated in their own Terms & Conditions, as well as the extended timeframe provided by their customer support.

Timeline of Events:

February 23: I requested a withdrawal of €400.

February 24: I requested a second withdrawal of €200.

According to Gangsta Casino's General Terms and Conditions (Section: Account balance, depositing and withdrawing funds), the rule states:

"Requests to withdraw funds are worked through by the financial department within 3 (three) business days after the request is made."

By their own rules, the first withdrawal should have been processed by February 26.

Now, it's been over 5 working days and my withdrawals still remain as 'pending'.

Account Status:

My account is fully KYC verified.

I have met the minimum rollover requirement on my deposits and bonuses.

I have not exceeded the maximum limit of 3 pending withdrawals, nor the 24-hour transaction limit.

I have followed all the rules, and I simply expect the casino to do the same. I am requesting the immediate processing and payout of my pending €600.

Thank you to the AskGamblers team for your time and assistance in resolving this matter.

Best Regards.

Resolved

€600

Delay withdraw more that in terms and conditions

i have 2 pending withdraws
400.00 EUR
18/2/2026, 11:13:29

400.00 EUR
20/2/2026, 23:49:30

In they terms and conditions they writing that withdraw will make 3 working days.
But still no money in my skrill account. I wrote emails to them but still no answer. Can Gangsta Casino answer when i receive my money? Only on 21 of february they that they have high volume of requests. Can they do what they want and terms and conditions is only for for custumers?

Rejected

€800

Delayed payments for withdrawal 400 EUR

Hello,I have an issue with this casino regarding three of my withdrawals for 400 euros submitted on 7.2.2026.

I can see in their terms and conditions they promise to process withdrawals during 3 business days which is not the case for me.

To be fair my account got fully verified on 10.2.2026. In the morning so I can understand the delay till then but the timeframe to process withdrawals as stated in T.C has already passed by now and live agent says it is not their department so they cannot help me while their kyc email support team didn't gave me any concrete answer either just that my inquiry will be prioritized now(live agent suggested me to contact them for more information).I can see the others here have also complained about delayed withdrawal so I would like an answer from someone who can actually help me with this issue.I'm not impatient person and I understand delays are possible but i would just like to know whats going on with it.

Thanks for the help to both parties in advance.

Resolved

€1,200

Prolongs the payout

Hello,

I am writing to complain about Gangsta Casino and their handling of my withdrawal requests. Despite repeated promises of specific payment dates, I have not received my funds on time, causing significant uncertainty and frustration.

Below is a summary of the timeline:

1. Promised Payment Dates: In an email dated 26 January, the casino informed me that my upcoming payouts were "tentatively planned" for 30 January and 6 February. (See attached correspondence, page 1).

2. Repeated Delays: The scheduled payout for 6 February has NOT been processed. Instead, I received an email on 3 February only confirming a withdrawal from 2 February, with no information about my other pending withdrawals.

3. Unclear Communication and Confusion: I have several pending withdrawals that were made on the same day, but the casino is processing them several days apart without a reasonable explanation. When I inquired about this, I only received a generic response that they would "prioritise" my withdrawals, without concrete dates or guarantees.

4. Wasted Time and Unreliable Methods: I have previously had to cancel card withdrawals due to long delays and tried bank transfers instead hoping it would be faster. However, the casino does not provide clear answers on which method is fastest or realistic timeframes.

My request to Gangsta Casino has always been simple: I want them to respect their own indicated timeframes, communicate clearly and honestly about any delays, and process all my pending withdrawals immediately.

Their inability to keep their promises and their vague communication makes me question their reliability entirely.

I am attaching the relevant email correspondence that supports my case. I hope Ask Gamblers can help me resolve this situation and that my experience can warn other players.

Sincerely,

Resolved

€400

Delaying withdrawals for a long time

Dear Askgamblers,

I can see that the casino mentioned are having a lot of similar complaints at your website and unfortunately I have to create one as well since I’ve been waiting for 6 days for my withdrawal.

The correspondence with the casino is vague and they’re not confirming when my withdrawal will be handled even though my account is fully verified.

A while ago they wrote me an email saying that all withdrawals are handled within three days.

Rejected

€400

Withdrawal 140 EUR pending since October 16th

Hello,

I requested a withdrawal of €140 from my Gangsta Casino account on October 16, 2025, via Visa/MasterCard.

My account has been fully verified (KYC completed).

Despite several emails to the support team, the withdrawal has remained pending for more than 6 days.

I was told multiple times that it was "forwarded", but I have not received any update or payment.

I previously received a €90 withdrawal successfully in 3 days, so I know my payment method works correctly.

Now the support does not reply to my emails at all.

I am attaching a screenshot showing the pending withdrawal in my account.

Please help me resolve this issue and receive my payment.

Thank you very much.

Resolved

€140

Over three weeks waiting for my money

I have three pending withdrawals. The dates I requested are from 5/5 to 14/5.

I've contacted them several times, and they come up with these frustrating, made-up explanations like: "The financial department processes requests in order of turn."

Do they mean they have so many withdrawal requests that it's not my turn after three weeks? Please answer that question, Gangsta! Shameless.

It's a total amount of 395+382+388= 1165 euro, plus I have 111 more in my balance I wish to withdraw, but can't because it's max three pending withdrawals you can have.

Please send them as well, so I can be done with you and find another casino.

Resolved

€1,276

Withdrawal pending for a long time

Hi. I’m fully verified at this casino. I have an email that proves that. And the KYC-info on the website says it.

I did a withdrawal of €400 10th of may.

I asked for the status a couple of days later and they told me the waiting time is 3-5 days sometimes. I reached out again after a couple of days and they told me that the withdrawal was going to be handled 23th of may. Today is 26th of may and the status is still ”pending”. They haven’t responded on my last email. Today I have been waiting 17 days for my withdrawal. I have never played at a casino that has such a long waiting time even though you are verified.

Resolved

€400