Garilla Casino - Player's winnings have been confiscated.

Hi. I have a complaint about the casino you licensed, Garilla Casino. I won there quite a large sum of 4,700,000 rubles. After that, I had 2 weeks to write about checks and then just write off the winnings reported that I had in the game was a change of ipe addresses, and hence I played not. Although it is not true - I played and winnings were fair. I ask for your help in resolving the complaint

Dear Kuzmin10,

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 accumulated your winnings with or without an active bonus? Was your account successfully verified in the past?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Good afternoon. There was no bonus. Everything was from a net deposit. My account has been verified. The casino claims that I violated the rules of the game, but there is no evidence because I have always played only from one device

Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru at your earliest convenience?

Kind already sent you an email

Good afternoon, is there any information?

Thank you, Kuzmin10, for all your emails and forwarded screenshots. Could you please advise if you used a VPN to alter your location while playing?

No, I have not used a VPN. I played only from my phone, I carefully read the rules of the casino and fully complied with them

Good day . Waiting for an answer

Hello, still waiting for an answer

I checked all the forwarded communication between you and the casino. These are the facts that the casino presented:

• Your account was registered on April 10th, 2023 from IP address 82.xxx.xxx.89 city of Saratov
• personal documents provided and verified for the household address in Saratov
• 1st deposit was placed from IP address 82.xxx.xxx.133 again in Saratov
• 1st gaming activity (1-2 minutes after the 1st deposit) from IP address 128.xxx.xx.102 from Samara

The casino claims that these two cities are 450 km apart and hence, impossible for one person to be able to place a deposit and have a gaming activity from those two places unless access to the casino account was provided to someone else. Could you please clarify or comment on the casino's assumptions?

The casino's assumptions are not supported by any evidence other than these reports. I played from one phone and it's very easy to check. The casino deliberately does not want to pay me a big winnings. The casino intentionally blocked my account. As of today, the security check has been resumed. My complaint is on the Russian forum Latest.ru.

here is the link https://latestcasinobonuses.bet/casino-complaints/vyplaty/zaderzhka-vyplaty/garilla-casino-mne-ne-platyat-moy-krupnyy-vyigrysh-na-4-200-000-rub/ please read! I believe that you will help me establish the truth. I demand to unblock my account and withdraw fair winnings

Good day, waiting for your reply

Thank you very much, Kuzmin10, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you Kuzmin10 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Garilla Casino for their help in resolving this complaint.

Thank you!

good afternoon, nice to meet you. I hope very much for your help . the casino deliberately claims that I broke the rules, it's not. I honestly won and I ask for your help

See how long the casino is responding, this proves that they are deliberately withholding winnings. Can't check for so long

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 ask in this case to add the casino to the black list, since this is a very big win, the casino has no evidence of my guilt. And it looks like a scam on their part!)

Casino representatives deliberately ignore the complaint. Because they don't want to pay

Will there be any information from representatives of the casino site?

I have received an email from a casino representative that the complaint is currently being reviewed so we should see a response soon, thank you for understanding!

Tell me how soon?

I have contacted the casino repeatedly but it seems there won't be a response after all. I’m afraid there is not much that can be achieved without cooperation from its side. 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 might 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. In the meantime, I recommend you contact the Gaming Curacao Authority (info@gaming-curacao.com or http://www.gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Kuzmin10. We have received the following message:

Good afternoon, I want to say that the casino unblocked my account and started paying out money, although the amounts are small, but nevertheless the payments are coming

I'm glad to hear you started receiving your winnings. We will keep this complaint open until you confirm all your withdrawals have been successful. Please keep me informed about any further developments.

Thank you. I will report all the details here

However, I do not agree with my limits. 7 months of waiting is not my fault. Plus I had VIP status, there were other limits, I registered with other amounts and played under those conditions. I think it is necessary to pay for 7 months according to previous limits

Dear Kuzmin10,

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.

Yes, I answer) do not close the complaint until I receive the full payment

Dear Kuzmin10,

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 writing again, asking the casino to raise my limits

Good afternoon. Payments for all our users occur strictly in accordance with current ranks. You can find information about the ranks and benefits of each rank in your profile on the website. Congratulations again on your win! May good luck accompany you!

Thanks a lot . Please do not close the complaint until full payment has been made.

Also thanks to the employees of the Garilla casino for the fact that payments are made regularly! Plus I note the work of the support service!

Dear Kuzmin10,

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.

Good afternoon everyone, I ask you not to close the complaint until the full amount is paid, I also ask again to raise my rank to the original one at the time of the block (rank Count) this is VIP

Good afternoon. All payments are made in accordance with current ranks. Unfortunately, we cannot influence the duration of verification by the provider. The deadlines have been delayed, but your winnings have been confirmed and Garilla Casino is paying you. Congratulations on your win! May good luck accompany you!

I know it's not the casino's fault. I ask you to restore my rank that was at the time of blocking!

Good afternoon. The rank is assigned according to the rules and conditions for everyone equally.

Well, that was my rank. And in fact, it should have been when unlocking, plus the fact that the casino can accommodate a player with a situation like mine.

I know cases when the casino increased the limits after a big win (pin up for example)

Dear Kuzmin10,

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.

Please do not close the complaint

Good afternoon.

The winnings are paid to the user in full.

Thank you for the update Garilla Casino represetative.

Dear Kuzmin10, can you please confirm you have received all your winnings and do not require any further assistance? Thank you!

Dear Kuzmin10,

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.

The winnings have been received!

Dear Kuzmin10,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter