Gangsta Casino - Hráč požaduje vrácení peněz po uzavření účtu z důvodu závislosti na hazardních hrách.

Hello xSerious169,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Gangsta Casino,

Could you possibly provide additional information regarding the self-exclusion and refund and clarify the situation?

Thank you in advance.

Respectfully,

Michal

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.

It's a pity that the casino apparently doesn't feel the need to respond to my complaint & take responsibility for it.

Schade, dass es das Casino scheinbar nicht nötig hat, auf meine Beschwerde zu antworten & dafür gerade zu stehen.

Dear xSerious169,

I am currently trying to contact the casino internally, outside of this thread. I will let you know with any updates.

Dear xSerious169,

Due to the evidence I was able to review, the situation seems to be as follows: the casino never received the email from you that you sent on 22.3, and the only email they received from you that had a mention of gambling addiction in it was an email from 10.4., after which your account has been closed on the same day.

Moreover, your account has had withdrawals in the amount of 5600 euros, and at the time of closure, there was no balance on your account, meaning all your withdrawal requests were satisfied.

Could you comment on this?

Hello, thank you for your efforts and for receiving a response from Casino.

Since I started playing at the casino, after my first win I immediately asked if my withdrawal limits could be increased.

I could only withdraw €400 three times a week and I knew full well that I would lose the money if I had a high balance.

The casino never responded.

I then wrote an email to the casino on March 22nd with information about my gambling addiction and a request to close my account.

I didn't want to cancel my pending withdrawals anymore and I didn't want to lose the money I had in my account.

I am very surprised that the casino says it did not receive the email.

I can gladly provide you with evidence of this email as a video/screenshot or forward.

I decided not to play at the casino anymore because my limit had not been increased despite my higher VIP level and I just wanted to block myself and keep my money.

So my complaint concerns all payments made to the casino after March 22nd.

I deliberately blocked myself from the casino, even though I was told beforehand that it was not possible with active withdrawals, but I informed the casino about my gambling addiction and simply asked for support.

I am therefore contesting all payments made after March 22nd. I can happily provide proof of the email address.

Hallo, danke für ihre Mühen und dass sie eine Antwort von Casino erhalten haben.

Ich habe seit ich bei dem Casino gespielt habe nach meinem ersten Gewinn direkt angefragt, ob man meine Auszahlungslimits erhöhen kann.

ich konnte nur dreimal 400 € in der Woche auszahlen wusste ganz genau, dass ich mit einer hohen Balance das Geld verspielen werde.

Das Casino hat darauf nie reagiert.

Ich habe dann am 22. März eine E-Mail an das Casino geschrieben mit der Information über meine Spielsucht und der Bitte um KontoSchließung.

Ich wollte meine ausstehenden Auszahlungen nicht mehr abbrechen und das Geld, welches ich auf dem Konto habe, nicht mehr verspielen.

Mich wundert es sehr; dass das Casino sagt; es hätte die email nicht erhalten.

Ich kann ihnen diese email gerne als Video/Screenshot oder Weiterleitung nachweisen.

Ich habe den Entschluss gefasst, um Casino nichtmehr spielen zu wollen; da auch mein Limit trotz höherer vip Stufe nicht erhöht wurde und wollte mich einfach sperren und mein Geld behalten.

Somit geht es um meine Beschwerde um alle Zahlungen nach dem 22. März, die in das Casino eingezahlt habe.

Ich habe mich bewusst in dem Casino gesperrt, auch wenn man mir vorher sagte, mit aktiven Auszahlungen geht das nicht, aber das Casino über meine Spielsucht informiert und habe einfach um Unterstützung gebeten.

Somit fechte ich alle Einzahlungen nach dem 22. März an. Die E-Mail kann ich gerne nachweisen.

Dear xSerious169,

Please provide us with a screenshot of the email from 22.3. We will be waiting for your update.

Hello, I have sent the email. If you need anything else, please let me know.

Hallo, habe die E-Mail geschickt. Falls noch weiteres benötigt wird, gerne melden.

Dear xSerious169,

Did you try to contact the casino with your self-exclusion requests more than once? Perhaps on a different channel, like on live chat? Sometimes a situation can occur where the email just gets lost and never arrives. That's why we do not consider sending one email a sufficient effort made by the players. If a player is serious about his self-exclusion, he should try to reach the casino multiple times (in case the first request remains unanswered) and also by all the possible ways if the casino does not react.

Hello,

Yes, I have been in contact with the casino several times, both via live chat and via email.

I contacted both the regular email support and the KYC/finance department.

I asked live chat for help restricting my account, etc.

I have made numerous attempts to close my account, restrict it, exclude myself, set limits, increase my withdrawal limit and make it clear to the casino that I have a gambling problem. I have always been answered, but only that it is being looked into. Nothing ever happened.

Hallo,

ja ich war mehrmals mit dem Casino in Kontakt. Sowohl via Live Chat, als auch via Email.

Dabei habe ich sowohl den normalen Email Support, als auch die KYC/Finanzabteilung Abteilung kontaktiert.

Ich habe den Live Chat um Hilfe gebeten, mein Konto einzuschränken usw.

Ich habe etliche Versuche unternommen, mein Konto zu schließen, einzuschränken, mich auszuschließen, Limits zu setzen, mein Auszahlungslimit zu erhöhen und dem Casino klar zu machen; dass ich ein Spielproblem habe. Mir wurde ja auch immer wieder geantwortet, aber eben nur ‚dass man es prüft‘. Passiert ist nie etwas.

Dear xSerious169,

I was able to review another piece of evidence, which clearly shows that you did not try to contact the casino by any other means regarding the self-exclusion. The only information that the casino had received that would indicate your gambling addiction, or have the mention of gambling addiction anywhere, was the email from April 10th, after which your account was closed on the same date.

Regarding the email you allegedly sent on 22.3, I have explained above that we do not consider sending one email a sufficient effort made by the players who are serious about self-exclusion.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, 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.