Gorilla Wins Casino - El retiro del jugador se ha retrasado y cancelado.

Withdraw 800 pound waited nearly 4 weeks they cancel it and just put it back in my playing account with no reason behind it ask them constantly how long it will be they can never give an answer always the same answer. Very very unsafe casino

Hello,

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 before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings 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 very much in advance for your reply.

Best regards,

Kristina

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Yes made a withdrawal before took 2 days this one nearly 2 months yes passed all that my account is fully verified and no wasn't bonus

Hello Swain1005,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Still nothing been 22 working days now I have recently given a bonus for waiting beat the wager and now have 1500 pound ready to withdraw but this company are so bad please help me get this money

Thank you for your reply, Swain1005. Could you please clarify when exactly you made the last successful withdrawal? Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?

450 pound and visa debit

Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear Swain1005,

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.

They have stopped me from using the online chat now because I was offensive apparently which I wasn't and they have stopped me from viewing my transactions it was made in the 15th August and says pending use request. Are you going to be able to help me get this money it's ridiculous

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Romi (romana.r@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.

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Gorilla Wins Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Gorilla Wins Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

They wont reply I cancelled the withdrawal to see if I could start it again thru cancelled it and the money was back in my account within the hour funny that how they can cancel it so quickly I've made another withdrawal of 500 pound let's see how long this takes also they never ever reply by email so good luck they're scammers and need shutting down

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.

Dear user,

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.

The casino can reopen this complaint anytime.

Best regards,

Romi