Gangsta Casino - La cuenta del jugador ha sido cerrada.

I deposited about $4,500 in cryptocurrency over the weekend, but it wasn't reflected and I was told it would be credited to my account on Monday. However, no matter how long I waited, it still wasn't reflected and my account was suddenly frozen. I've been ignoring all my subsequent contacts.

仮想通貨で約4500ドルほどを週末に入金したが、反映されず、月曜日になればアカウントにクレジットされると言われた。しかしその後いくらまっても反映されず、急にアカウントを凍結されました。その後連絡しても無視されています。

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Hello,

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.

Have you made any successful deposits into this casino so far?

Could you please forward me the deposit receipt showing the amount you allegedly sent to the casino, along with any other evidence proving that you sent this payment to your casino account? My email address is veronika.f@casino.guru.

Could you also send me a screenshot from your casino profile, showing the available deposit methods?

Which currency did you use for this deposit?

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

All correspondence was forwarded via email.

全てのやり取りをメールで転送しました。

Thank you for your email. Could you please send me a screenshot of the error you see when you try to log into your casino account?

Has the casino reached out to you in the meantime, explaining the reason for the suspension of your account?

I sent it by email.

メールで送りました。

Thank you for your email. Before we proceed with your case, can you please specify what types of games you played? Were they slots, live casino games, or did you place bets on sports?

Live only.

ライブのみです。

Dear omoti

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, Michal (michal.k@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,

Veronika

Hello omoti,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will reach out to the casino to obtain additional clarification and determine how I may be able to assist.

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

Dear Gangsta Casino,

Can you please provide clarification on why the player's account was frozen and their withdrawal was not processed? If this decision was based on some rule violation, I kindly request your explanation of which ones and ask you to forward me the appropriate evidence to michal.k@casino.guru

Thank you in advance.

Dear player and Guru Administration,

We conducted a thorough check of this player's deposit account and did not see any $4,500 deposits on Monday.

Most of the transactions the player made were incomplete, and even then, such an amount could not have been deposited into the account.

Since all deposits were made using the XCoin cryptocurrency, we checked each one and found that they were not related to our casino, which is why they resulted in a "failed" and then "expired" error.

To prevent money laundering issues involving cryptocurrency, the player's account was blocked by the administration without the possibility of recovery.

This casino site is lying. All the deposit information was correct. However, they only deposited about 200 euros into my account and didn't deposit the rest.

And then he closed the account.

このカジノサイトは嘘ついてます。全て入金する際の情報は合っていた。それなのに約200ユーロだけアカウントに入金反映して、残りはしなかった。

そしてその後にアカウントを閉鎖してきた。

Dear omoti,

Could you kindly provide the transaction hashtags that indicate the deposits have been successfully completed and are reflected on the blockchain?

Furthermore, please confirm your XCoin cryptocurrency wallet/address so we can verify whether the deposit transactions were executed and whether they were successful or unsuccessful.

You may share this information either in this thread; I will ensure your response remains private, visible only to you, the casino, and us, or you can send it directly to my email at michal.k@casino.guru.

Dear omoti,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

The account has been closed, so I can't check it. I deleted the photos and everything. I forwarded the email correspondence, right?

もうアカウントも閉鎖されたので、確認することができません。写真なども消してしまいましたし。メールでのやり取りを転送しましたよね？

Dear omoti,

The emails you have forwarded us regarding this matter, unfortunately, do not sufficiently support your claims.

I must kindly inform you that if you are unable to provide evidence to back your case, we will not be able to address the issue with the casino team. In that situation, we would need to close your complaint as Rejected due to insufficient evidence from the player.

Could you please explain why you deleted the photos and evidence that could have supported your case?

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

Dear omoti,

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,

Michal

Casino Guru