Gorilla Wins Casino - Player's winnings have been confiscated.

I played big bass splash, won the bonus round ...I won 170 £ but when the bonus game finished the money did not go in my account, it just disappeared and took 8£ from what I already had in there . Talked with the chat at the casino , said to send them a screen shot. I tried but when I do try to take a screen shot it's saying that " this app doesn't allow screen shot " then she told me that I played the 8 £ after the bonus , so they saw it but didn't want to give me the money. The time was 00:08 when bonus round finished. Even the chat can't be screenshot or download the chat .

Hello,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Gorilla Wins Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Do you have an access to your game history, please? Is this game listed in there?
• How long have you been a player at this casino, please?
• Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

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,

Katarina

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 makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Thank you for your quick response. I did send you an email .

Hello,

thank you for your email.

As it seems not possible to make a screenshot on the casino's website, I would suggest taking a picture with some other device (phone, camera...). Kindly take a picture of the game history where your bet is clearly visible and kindly do the same with your live chat interactions.

Kindly sent those to my email katarina.d@casino.guru.

Looking forward to your reply,

Katarina

Dear Ciofu01,

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.

Hello , sorry for late answer. I'm still waiting for answers from them. I've sent them a lot of emails and got an answer from them, saying their software team are on it and will me a response as soon as they sort it out . Haven't heard nothing from them yet , I did the mistake and played a bit more and same thing happened 2 more times, on one occasion they sent the money to me , on the 2nd one they didn't, funny enough that's the one that a managed to take a picture of it and still nothing yet. Will keep you updated.

Thank you very much, Ciofu01, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Ciofu01,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to see if I can help, but I must inform you that Gorilla Wins Casino has previously not been very cooperative in addressing player complaints with us, which makes a favourable resolution to your complaint somewhat uncertain. Nonetheless, I will reach out to them and try to find a way to help resolve the issue if feasible.

We would like to invite Gorilla Wins Casino to join the conversation.

Dear Gorilla Wins Casino,

Can you please let us know when your software team will conclude the check to determine the error the player has encountered or, ideally, when the disputed funds will be credited to the player?

Should there be any other factors influencing the situation that cannot be shared publicly, please feel free to share them directly with me at michal.k@casino.guru

Hello , thank you for your help. They credit me 50£ , I guess it was for the 52 £ I won , haven't received an email or notification from them , just checked the account and saw the 50£ . As for the 170 £ , no response on their end so far.

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.

Dear Ciofu01,

I apologise for the delayed response due to my absence. I’m glad to hear that you received at least the £50.

Unfortunately, I have not received any response from Gorilla Wins Casino regarding the error or the additional funds. This lack of communication does not reflect the transparent and user-focused handling of player concerns that we expect from casinos. Without cooperation from the casino, there is not much that can be achieved. Additionally, since the casino operates without a valid license and does not provide access to any ADR service, there is no regulatory authority to escalate the matter to.

As a result, I will mark the complaint as "unresolved" in our system. I understand this is not a satisfactory resolution for you. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

I can only recommend that you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru