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GorillaServers Review Server threat of termination
Hey LET,
I wanted to share my recent experience with GorillaServers. I’ve been using them for a bit, but things recently took a sharp turn for the worse regarding their compliance handling and communication.
On Monday, February 3rd, 2025, I ordered an AMD Ryzen 7700 (64GB DDR5, 1.92TB NVMe, 1G port) on a 1-year prepaid plan. The server performance itself was actually excellent, and the service was good initially. I used this machine to host shared hosting clients. As anyone running shared hosting knows, occasional user abuse happens. However, our policy is to immediately follow up on and clean up any abuse complaints we receive.
https://prnt.sc/W-Bv0abZi_kE
Here is the timeline of what happened recently:
- May 7, 2026 (23:46): Received an abuse report (Ticket #QEU-422770).
Action: May 8, 2026 (00:56) – Just over an hour later, the offending site was completely removed, and their team was updated.
https://prnt.sc/aZu0VQbRqZZ3May 7, 2026 (22:51): Received an email abuse report (Ticket #ABY-035942).
Action: May 8, 2026 (02:09) – Resolved the issue, removed the offending site, and updated them.
https://prnt.sc/CkpWGaUJmUNFMay 25, 2026 (22:31): Received a phishing domain report (Ticket #EIE-024492).
- Action: May 25, 2026 (22:45) – Completely removed the site within 14 minutes and provided screenshots.
https://prnt.sc/bjmPDdywchOv
In the middle of handling these, on May 25th at 17:39, Dan P. opened a ticket stating:
"I can see you are getting flooded with abuse tickets (some still pending) we need more info on what has been done to fix this and if it doesn't stop soon the server will need to be disabled."
https://prnt.sc/I1IgsTxLB6Aw
https://prnt.sc/emL_IJVcIWGw
I replied professionally, explaining that the sites had already been removed. Despite our fast response times (often within minutes to a couple of hours), Jon B. stepped in and started threatening to terminate the server. In my view, threatening termination when a provider is actively and rapidly responding to and resolving abuse tickets is completely uncalled for.
I tried to explain to them that this is a shared hosting environment, and that we were actively reviewing every single customer on the node to prevent future issues.
Shortly after, another automated phishing hit came through:
- May 27, 2026 (06:18): Abuse ticket #FWN-771167 received (malware-related cPanel injection).
- Action: May 27, 2026 (06:28) – Cleaned the cPanel and removed the URL within 10 minutes.
https://prnt.sc/Ur-sptg1OYyU
Even though we cleaned it in 10 minutes, they issued a final warning to terminate the server, giving us 3 days to move. I requested 7 days just to be safe, which they technically agreed to, but I managed to migrate all of my clients off their network entirely within 24 hours because I couldn't risk my data with a provider acting like this.
The Current Issue: Ghosted on the Refund
Since we were mutually parting ways, they explicitly agreed to issue a refund for the remaining unused time on my 1-year prepaid contract.
However, it has now been 10 days, and they have completely stopped replying to my tickets. I originally paid using a prepaid card that unfortunately does not accept incoming refund credits (which I verified with my bank). I explained this to GorillaServers and asked if they could send the refund via PayPal or an alternative method.
Since that request, silence. They are completely ignoring the ticket.
https://prnt.sc/vj8unOFG73EQ
I am posting this here in hopes that their management actually sees it and replies, as their regular support desk has ghosted me. Every single abuse ticket they sent was resolved in record time, yet we were threatened with termination, forced to migrate, and now our remaining balance is being held hostage.
Note: I have attached all relevant screenshots of the compliance timeline, the termination threats, and the unreplied tickets below.
Comments
@GorillaServers
Welcome to LET, your time has been doubled!
Your ticket ID: LET-92041
(On a serious note, you should have tagged @GorillaServers they were active yesterday so they might check your post and ticket today )
@Rackoona
@ManishPant @DediRock @webhorizon
You should try @BaboonHosting hosting if you like monkeys
On a serious note:
it seems like you received 4 abuse reports for email spam, phishing, in 21 days.
I don't know how much you paid for the server, but no provider will like to deal
with shit like that for less than $100/mo.
Resolving it fast is what gave you the leniency of 1 month in the first place I guess.
If your shared customers choose you specifically to host crap, maybe you should check why. 4 occurances in 3 weeks is either very bad luck, or something on your side.
I have already explained the situation to them, but the phishing domain issue was related to a malware infection. We have responded to that.
> "Review"
> Looks inside
> 1 sentence of actual review details, the rest just used to provoke the provider to respond
Just label it as a complaint bro
But you have been warned and received multiple reports the next day...
Can't really blame them, even if it's not your fault, you are a problematic customer
that simply isn't worth those few dollars you paid for the single server.
I'm talking about IP reputation, potential Spamhaus listing, support time involved, etc.
It's easy to see both sides, nobody is wrong really. Some companies don't want to deal with constant abuse, even if handled quickly. You definitely just need to review how you review orders, suspicious accounts/domains, and maybe run some internal scripts/tools to catch things.
I'd recommend (if you're not already) running your web hosting setup in a big virtual machine so you can easily migrate it between networks/providers without having to re-setup everything and manually migrate client account data.
Welcome to shared hosting life, I have no idea what you are angry about - you had multiply reports in short period of time, they didn't ban you after first - they warned you after few and then suggested refund and moving away.
If you fuckup the IP/network/subnet for all the clients in this (for example) /24 simple "sorry, we deleted it ASAP, within 20 minutes!111one!1oenoene" won't help - provider is having 250 other angry clients and refunds, and lawsuits and reputation tarnished and hard time and million of tickets and if they on top of that lease the subnet from someone they are also fucked - that someone could withdraw that lease (and other ranges...).
Why did you use a prepaid card to buy business infrastructure?
They probably think you're going take the refund money via PayPal and then file a chargeback.
"Bro, the IP was clean until now."
Brother - I haven't done anything illegal, as far as I know. but we keep Working to Fix Abuse things - even Some of Customer cPanel Was Move another server after that last abused i recived
This seems like the most telling piece of information in the saga. Real businesses don't do this sort of thing.
I understand, but after their last message, I switched my service to another provider. Even though it's been under 24 hours, they still haven't responded on refund ticket .
Due to Bank Limitation - in Bangladesh, some banks do dont allow debit card as Dual Currency ( it was issued in 2025)
Sounds like you need to have better protections in place so that you don't get clients that cause abuse reports. Maybe find a provider that is more tolerant to possible abuse reports. I would also suggest possibly getting your own IPs so that you can handle them yourselves.
last options
Without getting into any other specific details, it is a pretty simple case. There was excessive abuse even after warnings. The terms of service are very straight forward.
We offered to refund the remaining service time back to the original method. I've followed up in your ticket, but we don't send out refunds to unknown payment methods / accounts other than the original method used.
I'm not sure I understand. Do you mean that you needed a prepaid card in order to transact in a currency that the gorilla accepts because your proper cards only can pay in taka and the gorilla doesn't take taka?
When I buy a service, Time Bank Dont allow a dual currency debit card from BD, so if you want to use it as USD, then you need to order a prepaid card. prepaid card wont accept refund -
What is your company name?
Is it your understanding that you can host shitty clients and as reports come you can take action?
This is "shared hosting" is a gullible excuse.
Some providers may be lenient on abuses received but not all. Handling abuse is a time consuming task on both ends especially if it leads to ip reputation damage or other infrastructure harm.
I am still unsure thr reason of post...
gain sympathy
or
get a refund
@xletx
look in the screenshots there is a website mentioned..from there you can find this guy's hosting company
You do not have to do something illegal to have your server terminated, it is enough that one of your clients do something that the provider does not allow. If it's illegal or not is irrelevant, and so is who did it. If it comes from your server, you are responsible.
1-) You paid for 1 year of service prepaid, which is the first issue. They are nice enough to offer you refund for the remaining time which I believe they actually shouldn't as there is no problem with the service but you are the one causing problems here.
2-) You are asking to be refunded to a different payment method, which is big red flag for money laundering, which I doubt they will agree. Just ask the refund as account credit and buy another server, if you can't get it to your card back
3-) You handling abuse in timely manner doesn't mean hosting provider wants to receive abuse emails about their service. It causes them manual work to forward the complaints to you then wait for you to resolve these issues.
Or to solve all the drama, stop whatever you are doing that causing abuse reports, and use your service to last service date then don't renew it.
I'm not a gorillaservers customer but I can say they are being too nice to you, and you are the one on wrong here.
Now it's getting a bit hilarious. The horrors have having to do your work surely is a real burden.
It would be a fun activity to just send abuse reports for every single related server and see when they drop like flies.
Hard disagree with #1. If you want to fire a customer, fine, but give them a prorated refund if you do. FWIW, that appears to be what Gorilla Servers intended to do here, but this customer's jank payment method is preventing it.
I sympathize with his inability to receive refunds that post to his prepaid card, assuming that's true. That seems like a massive pita and would make it hard to run an online business.
The system isn't designed for this and no seller can safely refund through a side channel like this.
For a prepaid service, they agreed to refund shows professionalism prevails. Their not answering for an alternate mode of refund is their discretion as Refund is always to the funding source is the thumb rule. This comes with 14 years on a B2B Exchange handling payments and often coming across such situations and most of them were chargebacks eventually .
However, If the need is there for an alternate refund under genuine circumstances, then OP needs to wait ,explicitly for 21 Days + Chargeback period as determined by the cc processing company of the host and then a payment can be done via alternate methods. And all this at discretion of @GorillaServers . So I'm sure op would need to wait a while for that which they probably would'nt agree.