Gorilla Wins Casino - Player’s winnings haven’t been received yet.

I have tried to verify my account with 5 different ID documents its not accepting any,when I spoke to support they said they are only accepting passports,I don't have a passport to which they said there is nothing they can do

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

My account is still not verified to make my withdrawal, after speaking to over 100 support agents and having to keep explaining the same issue after over 30 minutes back and forth with them telling me to try this and that I tell them I have tried everything they have asked, they then say my issue is being reviewed, then they end the chat,then I have to go through it all again with another agent and they do the exact same thing,so I can't even verify my account to make my withdrawal. Thank you for your help.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Have you verified your account with this casino before?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

Dear player,

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.

Thank you for extending my timer by another 7 days,I hope you can help me get my money,I would like my complaint to still be looked at by you. Thank you.

Dear player, could you confirm whether you uploaded all the requested documents (ID, proof of address, payment method) in the correct format and good quality as required?

Are you able to upload these documents directly through your casino account? Or is the system not allowing you to do so?

Please, send me an email with the exact files you have already uploaded to the casino (ID documents, utility bill, payment proof, etc.) to dominika.l@casino.guru, so we can review them on our side.

Have you already contacted the casino via the email address support@gorillawins.net? This is the official support address listed on their website. The one you mentioned earlier, I couldn’t find on their official page, so it’s important to make sure you’re communicating with the correct and official contact.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@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.

Dear carolsemple196494,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed.

I will now contact Gorilla Wins Casino outside this complaint thread and let you know any new information once I receive it.

Thank you for being patient

So far they now say my account has been verified,I have tried to withdraw my money they have said it can take up to 21 days,I will keep you updated. Thank you for your help

Good! Some good news. Hopefully it will take much less then 21 days..but keep, please updated.

Thank you so much!

I will thank you.

I am still waiting on my withdrawal its been 8 days now,I will keep you updated,they say it can take up to 21 days.

Thank you! &yes, please keep us updated.

I will keep this complaint opened until then,

Thank you for keeping my complaint open until this gets resolved.

Dear carolsemple196494,

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.

I am still waiting on my withdrawal,I keep emailing them but I don't get a reply,I know they said it could take 21 days so this is the 11 day excluding weekend's,I will certainly keep yous updated. Thank you

Dear carolsemple196494,

thank you for keeping me updated! I have extended the timer for 10 more days, just to give them enough time.

Thank you.

I thought I would update you its now been 16 working days I have been waiting on my withdrawal,they say it could be 21 days so we will see if I get it next week,I will keep you updated and thank you for your help.

Update,I still have not received my withdrawal from this site,they said it would take 7-21 days,I made a withdrawal on the 24th July when I contact customer service they are useless they just end the chat without helping and just send automated answers they then ban you from contacting them again for a couple of days,emails are never answered please help me get my funds its not a lot off money but to me it is. Thank you.

Dear carolsemple196494,

I am truly sorry to hear that! I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. 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 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.