Gorilla Wins Casino - Player's withdrawal request is being cancelled.

Started off as 189 which was cancelled due to "technical issues" minus £39

resubmitted which was cancelled due to incorrect sort code (not incorrect)

re opened on the 18 and now they won’t chat other than a standard response and then closing the chat unexpectedly.

I’ve got screen dumps of all the above

Dear cpk1979,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

• Could you please advise if you have been informed about any alternative method to withdraw your winnings?
• Was your account verified successfully in the past?
• Were your winnings accumulated 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 in advance for your reply.

Best regards,

Petronela

Hello account is fully verified and the bank transfer approved.

It wasn’t bonus funds

Hi cpk1979,

• Could you please advise if you received any withdrawals from this casino via the same payment method in the past or if this was your first attempt?

Thank you.

Hello this is the first attempt but i did verify first and checked they accept uk players

Thank you very much, cpk1979, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.  

Just to add the money minus £20 is back in my account.

this is the 4th time they have cancelled without any emails

Dear cpk1979,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Gorilla Wins Casino representative to join this conversation.

Dear Gorilla Wins Casino,

Could you please clarify the situation?

Thank you in advance,

Mirka

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.

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.

Please stop wasting your time with these jokers

I have tried to contact the casino repeatedly but had no success. 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,

Mirka