Gangsta Casino - A conta do jogador é encerrada após o envio do KYC.

Hello,

My complaint about Gangsta Casino isn't necessary about the casino itself but more about the way they handle things and go about your money. I had deposited around 2k euro's and played it 3x so i can withdraw and managed to make about 7k total in euros. After i wanted to withdraw this they asked me for KYC which was no problem at all. I did the verification process and they asked me for more documents via mail such as a selfie with a paper + bank verification etc. I did all of this and they told me i was good to go. Then they asked me for another selfie which must include me holding my ID card which i sent and they told me yet again i was good to go and i can withdraw my money now. The next day i wanted to check on my account i saw that i couldn't login anymore. My profile acces was blocked. I sent them an email about this and this is what they said:

Dear Customer,

At the moment, we are conducting a review of your account, and during this review, your account is frozen. As soon as our department completes the review, we will contact you immediately.

Thank you for your patience and understanding.

Best regards, 

Gangsta Casino

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Note that his has taken place after i have FULLY verified my account and have sent additional documents via mail for verification. All of this started on 22/05/2024. It is now the 8th of june 2024. I really want my money and i don't know how i should go about this. Should i contact a lawyer? Should i sue them? Should i make an appointment? I don't know. I need help.

Kind regards

Dear Ploffer,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you accumulated your winnings with or without an active bonus?

Could you please specify which games you played? Were they slots or live casino games?

When was the last time you communicated with customer support? Have you received any closer explanation about the nature of the review the casino is conducting?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi Veronika,

Thanks for reaching out! I am open to respond on any further questions! Here are the answers on your Question:

Have you accumulated your winnings with or without an active bonus?

• I have not accepted or used ANY Bonuses with the casino. They offered me alot of bonusses in the beginning when i desposited money but i have always REFUSED any bonus money / spins.

Could you please specify which games you played? Were they slots or live casino games?

• I have played a variation of both. As long as i can remember i mixed some blackjack/roulette on Evolution gaming, which didn't win me alot of money, and also did alot of various slots bonus buys, which is where i got the biggest portion of my winnings from.

When was the last time you communicated with customer support? Have you received any closer explanation about the nature of the review the casino is conducting?

• The last time I contacted THEM was today / tomorrow. I tend to send them an email every few days on a update about my account but for now, i haven't got a reaction. The last time THEY Contacted me or responded to my emails was 30/05/2024. This is the parascript of their email.

Thank you for your response.

As soon as we receive a response from the finance department regarding the completion of your account review, we will contact you immediately.

Best regards, 

Gangsta Casino 

I hope this was enough information and a good answer to your questions.

Kind Regards

Thank you very much, Ploffer, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Ploffer,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I understand that the KYC process can be sometimes frustrating, but the casinos need to follow rules and regulations as well, so although I can empathize with you that the whole process can be done more user friendly or quicker, it is a standard procedure that the casinos are entitled to.

With this being said, I will contact the casino to shed more light on this matter.

We would like to invite Gangsta Casino to join the conversation.

Dear Gangsta Casino,

Could you please provide an estimated timeline for the completion of the player's KYC process and the subsequent processing of the player's withdrawal upon successful completion of the process?

Hi Michal,

Good speaking to you! Hope everything's going well. I want to thank you for taking this matter. I hope everything ends well in the end. I want to clarify that my KYC has been Completed FULLY for this casino. I have sent:

-photo of myselfholding a paper with the text "for Gangsta casino today’s date"

-screenshot from my Mifinity wallet BE5001000011689963 with account owners information 

-Uploaded proof of residency document

AFTER UPLOADING THIS I GOT AN EMAIL CONFIRMING MY KYC

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LATER THAT SAME DAY THEY ASKED ADDITIONAL VERIFICATION FOR WITHDRAWAL

I have Sent a screenshot of my personal online bank profile or screenshot from mobile application which contains the following information:

• Bank account number / IBAN (international bank account number)

• Bank ID / BIC (bank identification code)

• Detailed address of beneficiary (postal code, street, city, country)

AFTER SENDING ALL DOCUMENTS THEY REPLIED AGAIN SAYING THAT MY WITHDRAWAL BANK ACCOUNT IS VERIFIED AND GOOD FOR WITHDRAWAL.

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AN HOUR LATER THEY SEND ME AN EMAIL BACK ASKING FOR ANOTHER SELFIE

I sent:

-Selfie while holding with passport / Driving License next to my face.

AFTER THIS THEY NEVER REPLIED BACK TO ME REGARDING MY VERIFICATION. ONLY TOLD ME TO WAIT FOR THE FINANCE DEPARTMENT. (3 WEEKS ALREADY)

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!

After additional throughout the KYC and AML process, the player did not pass it for various reasons and we have genuine reasons to believe the player was attempting to defraud the process.

Best regards,

Gangsta Casino Team.

i would like to react on the fact that you guys have "various reasons" to BELIEVE that i appearantly am trying to defraud the process, but is there any proof? You guys asked me for somewhat every kyc on the face of the planet and i’ve done it all! What reason was there to believe i did something unethical? I was always reacting on your emails, i gave every document necessary, played like a normal gambler and did absolutely nothing wrong. I don’t know where you ascerted from that i might’ve done some "Unethical" acts on your website. You have seen my logs it is nothing more than me depositing €2000 and playing for an hour or 2 and winning almost €6000 extra. Nothing unethical here. Do you mind sharing the "various reasons" you guys have to believe i am trying to defraud the process? I am lost for words you guys are robbers and scammers. Will defenitly be telling my lawyer this.

Kind Regards

Good day!

Just to clarify our previous response, following further KYC and AML procedures, the player failed to meet the requirements for legitimate reasons, and there are strong indications that the player was trying to defraud the process. Substantiating evidence has been provided to the Casino Guru team.

Best regards,

Gangsta Casino Team.

I feel like this is the easy way out for every casino to not pay out the player in a winning. If there is clear evidence of me trying to defraud the process i think i should be allowed to see this and give my opinion and defend myself against that. Maybe it is a misunderstanding. If i am not allowed to, i would like the opinion of casino guru how to handle this further. Maybe give me just my deposit back? Or half of the winnings? or just anything?

Kind Regards

Thank you for all your messages with information and supporting evidence, Gangsta Casino Team.

Dear Ploffer,

After a careful review of the information and evidence provided by the casino, I am afraid I am no longer able to pursue this case. Unfortunately, you did not pass the Know Your Customer (KYC) and Anti-Money Laundering (AML) checks for valid reasons, and we agree with the casino's decision.

Furthermore, it was discovered that you were in breach of some of the rules mentioned in 4. Your warranties section in the casino terms and conditions

I understand your desire to receive the evidence as well, but it is quite an industry standard the casino doesn't share this information with the players as it could compromise the processes and it can be misused in the future to bypass these checks. I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly, and the casino team's actions were according to its established rules.

Under these circumstances, I regret to inform you that I cannot offer any further assistance, and as a result, this complaint will be rejected.

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 and we will try our best to help.

Best regards,

Michal

Casino Guru