Need advise with blocked withdrawal at Gorilla Casino

[Gambler007]

Hello,

 

I need some advice on what to do with this complaint: (I can't submit links, but you can find the complaint at: Recent complaints > Gorilla Casino €1900,-)

 

I'm 100% sure I only registered once, but they blocked my account because they say I have more than 1 customer account. They don't respond to requests for proof of the other account

 

I have a good legal expenses insurance and asked them for advice. They told me it's a difficult case, but it's my right to receive my withdrawal. Even if there was a second account as long as there were no deposits or withdrawals. Someone from the insurance is doing some extra research at this moment.

 

Is there someone who is familiar with cases like this? And what can you advise me to do?

 

Thanks

[ValDes]

Hello there and welcome to the AskGamblers forum.

 

I think I could give you some advice as I'm the one who's helping our complaints team with some of the most complicated cases when necessary. 

 

First of all, I would recommend you reading this guide here - SOS, I got troubles with my casino, what to do?

 

I can also assure you that there is absolutely no chance for our complaints team to solve an issue without all relevant evidences being presented. Which for your case means that we would not consider it as closed and solved until we get a thorough explanation from the casino management and a proof of your creating more than one account with the relevant casino. 

 

Let me know if you need further assistance. 

[Gambler007]

Thank you for the reply.

I'll just keep on waiting then

[EricGauthier]

Hi Gambler007,

 

I already replied to you regarding your withdrawal, you cannot open more than one account and has winning in both accounts, it's again our term and condition and again our policy,

 

It would be nice to stop posting about it, i think i was clear about it,

 

Thank you,

Eric

[Gambler007]

Please provide evidence of my second account to me and to askgamblers. I never made another account so there must be a mistake from gorilla casino's side.

 

I told you it could be someone with the same IP-address. And I asked to review the situation but you don't seem to contribute to that request.

[Luciana]

Khm, khm

 

There's already complaint posted about this matter, Gambler007, please continue your discussion there

 

PS. If there are two accounts from the same IP address, no matter if you didn't create them both, you broke the rule. Every casino has the statement that multiple accounts from the same IP are forbidden..

[Gambler007]

I use this IP with lot of other people and no other casino ever did difficult about that.

 

The terms and conditions doesn't say anything about it. The only thing they say is that one person is allowed to have only one account.

 

And even with that I still think I'm the only one from this IP who has an account

 

I will stop talking here about this from now on:)