Gangsta Casino - Аккаунт игрока был закрыт без причины.

I opened my account with Gangsta Casino on 22 September. My documents went through their verification process in two stages: partial verification was completed on 12 October, and full KYC approval was confirmed by the casino on 15 October. Until recently, everything with the account worked normally. I deposited more than €650 over time, used their promotions, and had no issues with support or gameplay.

The last communication I received from the casino was on 29 October regarding missing bonus spins, which was a routine matter. There was nothing in that exchange to indicate a problem with my account.

However, on 2 November, when I tried to log in, I suddenly received an "access denied" message. I contacted their live chat to understand the reason. The support agent (Bianca) closed the chat immediately without explanation, and the chat window disappeared. When I opened a new browser session and tried again, she sent only one message — "your account has been closed forever" — and then closed the chat again. Every further attempt to contact support resulted in the chat being terminated almost instantly.

I received no email, warning, or explanation about the closure. I had passed full KYC verification, had no disputes or irregular activity, and nothing in their terms indicates any action that would justify a sudden permanent closure. The inability to obtain the chat transcript — because the chat was forcibly ended each time — is also concerning. I do have screenshots showing the chat closing abruptly.

At this point, I have no information about why my account was closed or whether the casino is handling my personal data appropriately following the closure.

I am requesting Casino Guru’s assistance in obtaining a clear explanation from Gangsta Casino and ensuring that the closure was carried out in accordance with their licensing obligations and published terms.

Thank you for your help.

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 Kitkat,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Have you tried reaching out to Gangsta Casino by email or another method besides live chat?
• Do I understand correctly that you pass the full process of the verification before you lose access to the account?
• Was there any real money balance on your account when it was closed, please?

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

Best regards

Petra

Dear player and Guru administration,

Unfortunately, this player provided an outdated document for account verification.

The current document they had was from a country prohibited for registration. As a result, their account has been closed for play at our casino and cannot be restored.

Dear Kitkat,

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.

Gangsta Casino has also provided me with the attached screenshot as proof that they contacted me on 18 November. I fully acknowledge receiving this particular email. However, I am concerned for two reasons. First, the content of this email directly contradicts what the casino has stated publicly here on Casino Guru regarding prohibited countries and the account being permanently non-restorable. Second, the screenshot clearly shows that their KYC correspondence is being managed through a Russian-language Gmail interface, which is highly unusual for a professional KYC/AML department and raises questions about the reliability and authenticity of the communication.

Dear player and Guru administration

Your account was closed by our Terms and Conditions

Also the first documents u provided was out of date , documents like this cant be approved by any reason

With respect, Gangsta casino!

Dear Kitkat,

Thank you for your patience while we reviewed your case. After completing our investigation, we’ve unfortunately had to conclude that your complaint cannot be upheld. Please understand that we’re not able to hold the casino responsible for its decision to close your account. In general, casinos are permitted to restrict or close player accounts if they believe there may have been irregular play or other concerns. They may also choose to close an account without giving a specific reason, provided there is no remaining real-money balance. Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.