Gorilla Wins Casino - Player’s withdrawal is delayed.

05.04.2026. I requested a payment of €1700 and that payment has been pending for weeks and nothing is happening... on live chat they tell me that it is in the process and that it will be there when it is??? They only replied to my email once and nothing more!?

I lost a lot of money and now I finally win something and they won't pay me??? how is that even possible? So my account is verified, I played with my own money, everything is 100% normal and they still won't pay me!? Please if you can help me in any way.

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Dear milijura,

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 from the casino in the past?
• When have you passed verification?
• Could you please share with me your communication with the casino regarding the delay? Send emails or chat transcripts to my email at tomas@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.

Best regards,

Tomas

Yes, I have cashed out in the past, but never from this casino...

They sent me an email saying that my account was verified on May 4, 2006.

Here I am sending all emails to your email address.

Thank you very much.

Thanks for your reply and the information shared via email.

• Did the casino communicate with you after their email from April 13th? Have you received any confirmation regarding the review of your gameplay since then?
• Could you please describe which games you played in the casino? Which game led to the most significant win for you?

Looking forward to your reply.

They didn't answer me afterwards...

I played the Pragmatic game Fire Portals and in the bonus games I won a little over 1000 Euros on a bet of 0.40 Euros.

And I mostly only play Pragmatic games and always with a stake of 0.40 Euros.

Should I contact them again? What should I do? I mean, this is really incredible!

Dear milijura,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Hadi (hadi.a@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Tomas

Hello milijura,

I am sorry to hear about your troubles. I am Hadi and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Hadi

I'll let you know immediately, of course.

I try to contact them via e-mail, but there is no answer, and on live chat they keep telling me to be patient... and so for more than a month!?!?

I can't believe they're still in business??? This is clearly just theft, fraud and no one can do anything about them?!

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.

I sent them 2 more emails and there is no response from them?!

I can't believe this is possible!

I spent so much money and now I finally get something small and they won't pay it back?!

Dear Player,

I have made several attempts to contact the casino in order to obtain their cooperation and clarification regarding your case. Unfortunately, the casino has not responded to any of our messages.

Without the casino’s participation, there is very little that can be achieved from our side. For this reason, I am forced to close this complaint as unresolved, which will negatively impact the casino’s Safety Index on our website.

I understand that this is not a satisfactory outcome, and I genuinely regret that we were unable to reach a resolution in your favor. However, unresolved complaints and the resulting decrease in the Safety Index often help bring attention to problematic practices and may encourage the casino to change its approach in the future.

Please also note that the casino does not hold a valid gambling license. Because of this, there is no recognized regulatory authority that we could recommend you contact for further escalation.

If the casino decides to respond at any point, we will immediately reopen the complaint and notify you by email. Should the casino contact you directly, or if you need any further assistance regarding this case, please feel free to reach out to me at hadi.a@casino.guru.

I am truly sorry that I could not be of more help in resolving this matter.

Best regards,

Hadi