HomeComplaintsGorilla Wins Casino - Player’s withdrawal is delayed.

Gorilla Wins Casino - Player’s withdrawal is delayed.

Black points: 137

Amount: £126

Gorilla Wins Casino
Safety Index:Very low
Submitted: 03 May 2024 | Unresolved : 30 May 2024
Unresolved Our verdict

No reaction, passive regulator

UNRESOLVED

Case summary

5 months ago

The player from the UK had requested a withdrawal of £126 more than three weeks prior and had yet to receive her funds. Her account was verified, no bonus had been used, and it was her first time using the casino. The casino failed to respond to our repeated requests for communication. Consequently, the complaint was closed as unresolved, negatively impacting the casino's rating.

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6 months ago

Request withdrawal of £ 126 more than three weeks ago ( can not remember exact date and casino hide the withdrawal information) . Still waiting for withdrawal.

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6 months ago

Dear qwh9s2z7fj,

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?
  • Could you please confirm that you have passed the KYC verification?
  • Have you accumulated your winnings with the help of a 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,

Tomas


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6 months ago

Dear qwh9s2z7fj,

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.

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6 months ago

My account is verified, didn’t play with bonus and it is my first time using this casino

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6 months ago

Thank you very much, qwh9s2z7fj, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.  

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6 months ago

Dear qwh9s2z7fj, 

My name is Katarina, and I will be assisting you in solving this case.


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


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5 months ago

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.

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5 months ago

Dear qwh9s2z7fj, 

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

As you might know, Gorilla Wins Casino received a ‘2.7 very bad reputation’ from us, which means we would not recommend players to choose this casino. I strongly recommend only choosing casinos that have received at least a ‘Very good reputation’. You can check the list of the casinos we recommend on our website. I hope you will never come across a problem like this again.

The casino can reopen this complaint anytime.


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