Beschwerde #28 Gangsta Casino

Account closed with no warning

Von alecto

vor 7 Monaten

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.

Unseriöses Casino Gangsta Casino

Grund Kontolöschung

Diskussion

AskGamblers

• Support Team

vor 5 Monaten

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

vor 5 Monaten

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

• 1 Bewertungen

vor 6 Monaten

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

vor 6 Monaten

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 Beschwerde-Statistik

Gelöst 17 / 17

Durchschn. Betrag $4,601

Durchschn. Dauer 5 Tage

Durchschn. Antwortzeit 2 Tage

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