The player from Austria had deposited 110 euros on July 15, 2024, but the money had disappeared. Multiple emails and attempts to contact support were ignored, and live chat was unhelpful. The issue remained unresolved for two weeks. We advised the player to contact her payment provider for investigation. The player reported that the money finally arrived in her account, and the complaint was marked as resolved.
Gorilla Wins Casino - Player’s deposit has vanished.
Amount: €110
Gorilla Wins Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
1.8
Gorilla Wins Casino has a Safety Index of 1.8, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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4 months ago
Translation
On July 15, 2024, I made a deposit of 110 euros. The money has since disappeared. Multiple emails to support@gorillawins.com have been completely ignored, and the live chat keeps giving me the runaround or cutting me off. I have yet to receive any response from the support team. It has now been two weeks since I started waiting for a reaction. I am requesting assistance. Thank you.
Automatic translation:
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4 months ago
Dear charlie6311,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Nick
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4 months ago
Translation
Hello, the money finally arrived in my account yesterday. Thank you
Automatic translation:
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4 months ago
Dear charlie6311,
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.
Best regards,
Casino.Guru
