Gorilla Wins Casino - Player’s withdrawal is delayed and account is blocked.

I requested a withdraw on 27th of December and I still did not receive the money!They blocked me so I can't use the online chat anymore and they ignore my emails.

Dear Vanns19, 

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.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus? 

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, 

Veronika

Hello Veronika,thank you very much for your message.

Yes,my account it's fully verified and I played without any active bonus.I withdraw 2 times in past both for 85£ each and I had receive my money into my bank account for 48 hours Unfortunately this time they did not pay!I sent them a lot of emails I used the live chat as well bit they always ended the chat and today they blocked me,I mean I still have access to my account but not to the live chat.

I cant believe that we can't do anything,this is a froud where are the laws?because I can see that a lot of people have the same experience as me.Why they still operate?So they will continue to deceive people and no one can do anything to them ?? How come there shoud be anything....

Thank you very much, Vanns19, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.

Dear Vanns19,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done once they respond.

Dear Gorilla Wins Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Please, specify the current status of the player's withdrawal request and when it is expected to be processed from your side.

I'm looking forward to hearing from you. If you have any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

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 Vanns19,

I have contacted the casino but there has been no response from them. 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.

Best regards,

Natalia