Gangsta Casino - Account closed with no warning

Dear Gangsta Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Dear all,

This complaint has been reopened as per Gangsta Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Dear player and Askgamblers administration,

Unfortunately, this player provided an outdated document for account verification.

The current document they had was from a country prohibited for registration. As a result, their account has been closed for play at our casino and cannot be restored.

Dear player , can u please provide here , did u receive the email from us about why your account was suspended and can not be restored ?

Dear Sir / Madam,

Please confirm the timeline and the exact facts. I provided my old Canadian driving license and a Telus utility bill, after which you emailed me on 10 October stating: "We are pleased to inform you that you have successfully passed the first level of verification, the identity verification process". It appears that at that time your KYC department had no issue with my license.

On 14 October, I supplied proof of crypto payment and a selfie holding a handwritten note. The following day, on 15 October, you sent another email confirming that my account was fully verified — "Your KYC has been confirmed, welcome to GANGSTA casino."

Given this, the fact that you accepted an outdated driving license and then allowed me to deposit more than €650 and play for two weeks seems very much like a problem on your end.

I am also puzzled by your statement: "The current document they had was from a country prohibited for registration. As a result, their account has been closed for play at our casino and cannot be restored."
Please indicate the specific section of your terms and conditions that prohibits players from Canada, as I have been unable to locate anything of that nature.

Lastly, not only did I not receive any email from you regarding the closure of my account, but every time I contacted live chat about it the agent would shut down the conversation and remove the chat widget entirely so I would not be able to email myself a copy of the chat.

Yours faithfully,
Alecto

Dear player and Guru administration , right now im sending here the files of the emails u should have received when your account was closed and there u will find explanation of it
First email email was sent just right when account was closed at 29 of october and another one 18 of November just to confirm it one more time
With respect , Gangsta casino!

Dear @alecto,

The AskGamblers Complaint Team is kindly asking you to assist the Gangsta Casino team further and send the required verification paperwork.

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, therefore please make sure to confirm by posting the public message if you have provided requested information.

Should you refuse sending the required verification paperwork, or fail to confirm, we will have no other choice but to reject the case and recommend you forwarding it to the relevant regulatory body.

Thanks for your cooperation.

Dear Sir / Madam,

I am more than willing to provide you with an up-to-date ID document. However, before doing so, I need clarification on several points where your statements — and your own evidence — contradict each other.

1. The alleged 29 October email

You claim to have sent an email on 29 October at 18:40, yet the last actual communication I received from you before the account block was at 12:32 PM on the same day.

I have checked both my inbox and spam thoroughly. I did not receive the 29 October email you claim to have sent, and you have provided no verifiable proof that it was ever delivered.

I did receive the 18 November email — which you sent only after I opened a complaint, it was closed due to your non-response, and then reopened at your request.

Additionally, you never replied to the email I sent on 2 November asking why my account had been closed. Every attempt to reach you through live chat resulted in the chat being forcibly closed and the widget removed, preventing me from saving transcripts. That is not consistent with a KYC team trying to contact a player for missing documents.

Given the circumstances, I must ask you to forward the alleged 29 October email as an attachment (.eml) or provide the full original email headers. A screenshot is not sufficient evidence of a sent message. I would be happy for you to forward this to Ask Gamblers for a review.

2. The screenshots show a Russian-language personal Gmail interface

Both screenshots you uploaded clearly show an interface set to Russian, including the dates and the “to” field. This suggests that your KYC department is operating through a personal Gmail account, not through a corporate mail system — something no proper KYC/AML department would do.

This raises serious concerns regarding the authenticity of the screenshot of the “29 October” message and strongly supports the fact that I never received it.

3. Contradictory explanations for my account closure

The text of your alleged 29 October email (the one I never received) states:

“We would like to inform you that your account has been blocked because the identity document previously provided is no longer valid…
If you have a valid and up-to-date ID card, passport, or driver’s licence, please provide a clear photo…
Once we receive the updated document, we will review your case and consider the possibility of unblocking your account.”

This clearly shows that, according to your own wording, the account could potentially be unblocked once an updated document is provided.

But what you wrote publicly here on AskGamblers is entirely different:

“The current document they had was from a country prohibited for registration. As a result, their account has been closed… and cannot be restored.”

These two explanations are directly incompatible.

To restate the facts:

I submitted one ID document — an expired Canadian driving license — and you confirmed full KYC approval on 15 October.

I have never provided any document from another country.

If you are claiming that you had “a document from a prohibited country,” then you are either referring to a document I never submitted or you have confused my account with that of another player, which would be a serious KYC error.

4. The 18 November email contradicts your public claims

The second email screenshot you posted (dated 18 November) is an email I did receive. It states:

“Your account has been blocked due to the identification document provided being outdated…
Once we receive a valid document, we will promptly review your case and proceed with further actions.”

This email contains no mention whatsoever of prohibited countries.
It also contradicts your earlier public claim that my account “cannot be restored,” since it explicitly states that you will review my case after receiving updated ID.

5. Summary of the timeline

29 Oct: Last legitimate email received from you.

2 Nov: I discovered my account was blocked and emailed you for explanation — no reply. All attempt to contact live chat were shut down.

3 Nov: I opened my complaint here.

7 Nov: Complaint closed because you failed to respond.

14 Nov: Complaint reopened at your request; you publicly claimed my ID was outdated and from a prohibited country.

18 Nov: You sent the first email since 29 October — which contradicts your public statements and mentions nothing about prohibited countries.

I am willing to provide a valid, current ID document.

But given the conflicting explanations, the Russian-language personal Gmail screenshots, and the fact that there is no evidence the alleged 29 October email was ever sent, I need clarification before proceeding:

What “prohibited country” are you referring to, when I submitted only a Canadian document which you verified?

Which exact ID document would satisfy your requirements, given that your statements conflict with each other?

I look forward to your clarification.

Yours faithfully,
Alecto

Dear player and Askgamblers administration
As you can see, we wrote to you asking you to provide documents that meet our standards, especially those that are not expired.
Unfortunately, we have not received any other documents or information from you.
Regarding letters and evidence, each letter sent by our finance department has a time limit and maximum delivery time. This can be extended due to the large number of users seeking verification.
As we can see, all letters were sent to you, this is proof of authenticity. It is impossible to forge letters on Gmail, and if we did, we would not be a licensed casino because we would not be following our terms and conditions.
We strive to help all our clients and resolve all their issues as quickly as possible.
Thank you for your understanding, and have a nice day!mblers administration

Dear @alecto,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required valid ID 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.

I am very happy to provide my current, valid ID — and I have said so repeatedly — but I have asked you to address several serious matters and you have completely ignored them.

At the moment, the title of this complaint remains accurate: “Account closed with no warning.”

Because despite everything posted so far, the casino has still not provided a consistent, verifiable, or policy-based explanation for the account closure, nor an explanation for the contradictory statements made publicly vs. privately.

1. The email issue remains unresolved

I have already published full screenshots of my inbox showing that one of the two emails the casino claims to have sent did arrive (18 November), while the other (29 October) did not.

I asked you to forward the alleged 29 October email as an attachment (.eml) or provide the full original email headers. You have not done so, because no such email exists.

Your statement that “it is impossible to forge letters on Gmail” is factually incorrect, especially when all you are showing as proof is a screenshot. Claiming that you would not forge emails because if you did "we would not be a licensed casino because we would not be following our terms and conditions" is also an interesting take, because according to the screenshots you provided, your KYC is run from a personal Gmail account using a Russian-language interface, not a corporate KYC environment. Does that meet the terms of your license?

A licensed casino should not be running KYC communications from a private Gmail address, let alone one configured in Russian. I think many AskGamblers users would reasonably want clarity on whether their personal data is being handled in Russia or another former Soviet jurisdiction.

2. You are still avoiding the central question: why was my account closed?

You have given multiple contradictory explanations, none of which square with your own emails:
In public, you said my account “cannot be restored” because I allegedly provided a document from a “prohibited country.”
In the emails you posted (including the only one I actually received), you wrote something completely different: that my ID was simply outdated, and once I submit a current document, you will review and proceed with further actions.

You also stated publicly that I supplied a document from a country I never provided any document for.

I supplied one ID — an expired Canadian driving licence — which you fully approved on 15 October.

Nothing in the provided evidence explains why an account would be permanently closed with no warning, no follow-up, and no violation of terms.

3. The Russian-language Gmail KYC operation needs transparent explanation

You continue to avoid this point entirely.

A Curacao-licensed casino conducting verification from a private, Russian Gmail address is unusual, to put it mildly.

Who is actually handling KYC?
Under what jurisdiction is player data being processed?
Why is a non-corporate Gmail account being used at all?
Why is it operating in Russian?
Again: other players will also want clarity on where their ID documents are being sent.

4. I remain fully willing to provide updated ID, but I am asking you, yet again, to answer some very basic questions.

It is a basic matter of data protection and trust.

A casino that cannot explain:
why an account was closed,
why different explanations are given depending on the audience,
why essential emails never arrived, and
why KYC is being operated from a Russian private Gmail account
…should not expect players to upload sensitive identification blindly, without these concerns being answered.

I look forward to receiving clear, consistent answers to all points above.