Gangsta Casino - A desistência do jogador está atrasada.

Hello. Gangsta Casino is deliberately delaying the payment of a winning of 380 EUR (Transaction ID 496149).

I provided all the KYC documents, including a PDF statement for my Revolut virtual card, as requested by support. The verification status has remained "In Progress" for a long time.

The casino is ignoring my emails, and Live Chat is no longer available. Please help me resolve this issue and expedite the payment of my winnings. My casino nickname is Player160383.

Здравствуйте. Казино Gangsta Casino намеренно затягивает выплату выигрыша в размере 380 EUR (ID транзакции 496149).

​Мною были предоставлены все документы для KYC, включая выписку в формате PDF для виртуальной карты Revolut, как и требовала поддержка. На данный момент статус верификации "In Progress" не меняется уже долгое время.

​Казино игнорирует мои электронные письма, а живой чат (Live Chat) стал для меня недоступен. Прошу помочь в разрешении данной ситуации и ускорении выплаты моего выигрыша. Мой ник в казино: Player160383

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear amizante,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals from the casino in the past?
• When have you submitted documents required for verification?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me your communication with the casino when attempting to resolve the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hello, Thomas. Thank you for taking on my complaint. Here are the answers to your questions:

No, I have never been able to withdraw funds from this casino before, this is my first payout.

KYC documents were submitted on April 14-15. On April 17 at 10:45 AM, I received an official email from the casino stating that my account had been successfully verified (KYC Is Confirmed).

The winnings were received from a personal deposit, without using bonuses.

The casino ignores me in chat (the chat simply doesn't appear) and doesn't respond to emails. Meanwhile, they continue to send me marketing spam offering new bonuses, while my withdrawal of 380 EUR (ID 496149) has remained pending since April 17th.

I'm attaching screenshots of verification confirmation and marketing spam to this complaint."

Здравствуйте, Томас. Спасибо, что взялись за мою жалобу. Вот ответы на ваши вопросы:

​Нет, ранее выводить средства из этого казино мне не удавалось, это моя первая выплата.

​Документы для KYC были предоставлены 14-15 апреля. 17 апреля в 10:45 я получила официальное письмо от казино, что мой аккаунт успешно верифицирован (KYC Is Confirmed).

​Выигрыш был получен с личного депозита, без использования бонусов.

​Казино игнорирует меня в чате (чат просто не отображается) и не отвечает на электронные письма. При этом они продолжают присылать мне маркетинговый спам с предложениями новых бонусов, пока моя выплата 380 EUR (ID 496149) висит в статусе Pending с 17 апреля.

​Скриншоты подтверждения верификации и маркетингового спама прилагаю к этой жалобе."

Thomas, please note the date of the email from KYC Gangsta—it's April 20th. It's been two days since they officially promised to "speed up the process" and "complete the payment as quickly as possible."

Since then, there's been complete silence. This isn't just a delay; it's a deliberate attempt to mislead the player. Please take action, as the casino is ignoring its own promises, made over 48 hours ago.

Томас, обратите внимание на дату письма от KYC Gangsta — это 20 апреля. Прошло уже 2 дня с того момента, как они официально пообещали мне «ускорить процесс» и «завершить выплату как можно быстрее».

​С тех пор — полная тишина. Это не просто задержка, это осознанное введение в заблуждение игрока. Пожалуйста, примите меры, так как казино игнорирует свои же обещания, данные более 48 часов назад.

Thomas, look! After my emails, they sent another reply at 6:52 PM. More empty words about 'priority' and 'checks,' but the status is still Pending. They're just stalling for time and hoping I'll give in. Please demand a specific payment deadline from them tomorrow.

Томас, посмотрите! После моих писем они прислали еще одну отписку в 18:52. Снова пустые слова про 'приоритет' и 'проверки', но статус всё еще Pending. Они просто тянут время и надеются, что я сдамся. Пожалуйста, потребуйте от них конкретных сроков выплаты завтра

Thomas, good morning. Today is Monday, April 27th. My payment of 380 EUR is still listed as Pending.

Take a look at my screenshot – the casino continued to spam me with bonuses all weekend, but completely ignored my payout. It's been 4-7 days since they sent me the 'priority' email.

This is a blatant and flagrant delay. I demand that the casino immediately pay my money or that you officially lower their rating for deceiving players and making empty promises. I no longer intend to wait for the "further checks," which have been going on for two weeks now.

Томас, доброе утро. Сегодня понедельник, 27 апреля. Моя выплата 380 EUR всё еще в статусе Pending.

Обратите внимание на мой скриншот — все выходные казино продолжало засыпать меня спамом и бонусами, но полностью игнорировало выплату. С момента их письма о 'приоритете' прошло уже 4-7дня.

Это явное и грубое затягивание времени. Я требую, чтобы казино немедленно выплатило мои деньги или чтобы вы официально снизили им рейтинг за обман игрока и пустые обещания. Я больше не намерена ждать 'очередных проверок', которые длятся уже вторую неделю.

Dear amizante,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Munya (munya.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear amizante,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Gangsta Casino to join this conversation and assist in addressing the complaint.

Dear Gangsta Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear amizante,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Munya