Gangsta Casino - La solicitud de retiro del jugador se retrasa debido a términos poco claros.

Hello,

Unfortunately, I am having problems with a withdrawal request at this casino because the casino requires higher wagering requirements than those stated in the general terms and conditions.

On February 4, 2025, I registered at Gangsta Casino and made a deposit of €100. Since after over 500 spins (Sweet Bonanza 1000 slot) the highest win was only €2.45, I decided to request a withdrawal.

However, this didn't work at first because I had to send documents for KYC verification via email. When I received confirmation that the KYC was completed, I tried again and was again unsuccessful.

Since I have a real money account balance of €79 and it still said that €0 was available for withdrawal, I contacted the live chat. They then suddenly told me that according to their rules the deposit had to be wagered 3x and I had only wagered €101.73 / €300.00.

However, these rules cannot be found anywhere in the general terms and conditions, because it clearly states there that you only have to wager the deposit once.

Minimum funds rollover before a withdrawal is xl (one). If the wager of the funds (the amount of placed bets) is less than the deposit amount, we reserve the right to cancel all winnings and keep the commission of 10% (ten percent) but not less than USD 0.50 (fifty cents) of the amount of the last deposit as payment expenses, and the 15% (fifteen percent) commission if your account balance has been charged with a bank card or bank transfer.

Exclusion for Japan is that Live casino games minimum funds rollover before a withdrawal is x5 (five).

I therefore ask for your help in enforcing the general terms and conditions.

Thank you in advance for your effort!

Hallo,

ich habe bei diesem Casino leider Probleme mit einem Auszahlungsantrag, da das Casino höhere Umsatzbedingungen verlangt, als sie in den allgemeinen Geschäftsbedingungen stehen.

Am 04.02.2025 habe ich mich bei dem Gangsta Casino registriert und eine Einzahlung von 100 € getätigt. Da nach über 500 Spins (Slot Sweet Bonanza 1000) der höchste Gewinn nur 2,45 € war, beschloss ich eine Auszahlung zu beantragen. 

Dies ging allerdings erst nicht, da ich per E-Mail Dokumente für die KYC Verifizierung schicken sollte. Als ich die Bestätigung erhielt, dass die KYC abgeschlossen ist, versuchte ich es erneut und hatte wieder keinen Erfolg. 

Da ich einen Echtgeldkontostand von 79 € habe und dort weiterhin immer stand, dass 0 € zur Auszahlung verfügbar sind, kontaktierte ich den Livechat. Dieser sagte mir dann plötzlich, dass gemäß Ihren Regeln die Einzahlung 3x umsetzen muss und ich erst 101,73 € / 300,00 € umgesetzt habe.

Diese Regeln ist in den Allgemeinen Geschäftsbedingungen allerdings nirgends zu finden, denn dort steht ganz klar, dass man die Einzahlung nur 1x umsetzen muss.

Minimum funds rollover before a withdrawal is xl (one). If the wager of the funds (the amount of placed bets) is less than the deposit amount, we reserve the right to cancel all winnings and keep the commission of 10% (ten percent) but not less than USD 0.50 (fifty cents) of the amount of the last deposit as payment expenses, and the 15% (fifteen percent) commission if your account balance has been charged with a bank card or bank transfer.

Exclusion for Japan is that Live casino games minimum funds rollover before a withdrawal is x5 (five).

Ich bitte Sie daher um Hilfe bei der Durchsetzung der allgemeinen Geschäftsbedingungen.

Im Voraus vielen Dank für Ihre Mühe!

Dear fresebast,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please confirm that you played with your real money only, without any active bonus?

Have you confronted customer support with the statement that according to the Terms and Conditions, the deposit needs to be wagered only once? What was their response?

Have you made any successful withdrawals from this casino before?

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

Hello Veronika,

First of all, thank you for the quick response!

I can confirm that I did not use any bonus and only played with real money.

So far I have not had a successful withdrawal from this casino.

I confronted the live chat with the fact that the terms and conditions state that a withdrawal is possible after a one-time wagering. They then said that I had to write an email, which I did.

In the attached reply, the casino writes that the deposit must be wagered three times due to money laundering. My point that the terms and conditions clearly state that the deposit only needs to be wagered once was not addressed.

Best regards

fresebast

Hallo Veronika,

zunächst vielen Dank für die schnelle Rückmeldung!

Ich kann bestätigen, dass ich keinen Bonus genutzt und nur mit echtem Geld gespielt habe.

Bisher hatte ich noch keine erfolgreiche Auszahlung bei diesem Casino.

Ich habe den Livechat damit konfrontiert, dass in den AGBs steht, dass eine Auszahlung nach einmaligen Umsetzen möglich ist. Dieser meinte dann, dass ich eine E-Mail schreiben muss, was ich getan habe.

In der beigefügten Antwort schreibt das Casino, dass ein dreifaches Umsetzen der Einzahlung wegen Geldwäsche erforderlich ist. Auf meinen Punkt, dass in den AGBs ganz klar steht, dass man die Einzahlung nur 1x umsetzen muss, wurde nicht eingegangen.

Beste Grüße

fresebast

Dear Player and Guru administration , account of the player was fully verified

But , player didnt wagered he's deposit x3 in order to put his money on withdrawal

If he wants to make the withdrawal - he should wager it and after that withdrawal can be approved

With respect, Gangsta casino!

Thank you very much, fresebast, 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.

The casino has now secretly adjusted the terms and conditions and changed the wagering requirements. It is now acting as if it had always been this way.

At the time of deposit, at the time of attempted withdrawal and at the time of writing this complaint, it said that you only have to wager the deposit once. I have proof of this, which I will send you by email to sent.

It also states that the current version (3.1) of the terms and conditions has not been changed since November 19, 2023, which is clearly a lie.

Das Casino hat nun heimlich einfach die Geschäftsbedingungen angepasst und die Umsatzbedingungen geändert. Es wird jetzt so getan, als wenn das schon immer so gewesen wäre.

Zum Zeitpunkt der Einzahlung, zum Zeitpunkt der versuchten Auszahlung und zum Zeitpunkt der Erstellung dieser Beschwerde stand dort, dass man die Einzahlung nur 1x umsetzen muss. Hierüber habe ich Beweise, die ich Ihnen per E-Mail an michal.k@casino.guru geschickt habe.

Zudem steht, dass die aktuelle Version (3.1) der AGB seitdem 19.11.2023 nicht mehr verändert wurde, was ganz klar gelogen ist.

Hello fresebast,

I'm Michal, and I have taken over your complaint. I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will continue the dialogue with the casino to shed more light on this matter and to see how I can help.

Dear Gangsta Casino Team,

I have reviewed your terms and conditions concerning withdrawals, particularly the stipulation that deposits must be wagered 3x, and it is indeed mentioned there. However, it has been brought to my attention by the player that this condition appears to have been updated recently, as it was previously set at 1x as shown in the screenshot here:

It seems that the new rule is being applied retroactively to the player’s case, which we cannot consider fair. We kindly request your cooperation in processing the player’s withdrawal, as they appear to have met the conditions that were in place at the time of their activity.

Should there be any additional details or factors influencing this situation that we may not be aware of, please do not hesitate to share them with me. For any sensitive information, I can be reached directly at michal.k@casino.guru.

Thank you for your attention to this matter, and I look forward to your response

Dear player and Guru administration, we apologize for the inconvenience

This rule has been in effect for a long time, and unfortunately, in the language in which the player played - the x1 was not replaced for x3 wager.

Since this is an error on our side, this player is allowed to create the withdrawal he requests

Please let him respond to the letter from our financial department to receive his funds

Thank you for your understanding

Sincerely, Gangsta Casino!

Dear Gangsta Casino Team,

Thank you for your response and for taking the right approach.

Dear fresebast,

Following the response from the Gangsta Casino Team, kindly reply to the email from the casino's financial department. Please inform me once the funds have been received. I will await your confirmation.

Hello Michal,

I have just received my payout from Gangsta Casino and the complaint has been resolved.

Thank you for all your support and also thanks to Gangsta Casino!

Best regards

fresebast

Hallo Michal,

ich habe von dem Gangsta Casino eben meine Auszahlung erhalten und die Beschwerde wurde somit gelöst.

Vielen Dank für deine ganze Unterstützung und auch danke an das Gangsta Casino!

Beste Grüße

fresebast

Dear fresebast,

Thank you for your confirmation. I am glad that our involvement played a role in resolving the situation and that you have received your winnings. We'll go ahead and mark the complaint as 'resolved' in our system. To prevent any comparable circumstances, it is advisable to thoroughly review the terms and conditions in English, as the English version of the rules is typically considered the authoritative version in most casinos. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru