Celebrino Casino - Player seeks resolution after poor communication from casino.

I am submitting this complaint regarding the handling of my case by Celebrino Casino.

I contacted the casino after experiencing technical and access-related issues. The casino acknowledged that there had been a problem and informed me that my VIP manager was unavailable due to vacation. I was told that another representative would review my case and respond.

Since then, I have sent multiple emails and contacted live chat several times. On every occasion, I have been told to wait and that I would receive a response as soon as possible. However, despite a significant amount of time passing, I have received no meaningful update, no clear information, and no resolution.

What concerns me most is not only the original issue, but the complete lack of communication and transparency. I have repeatedly asked whether my case is actively being reviewed and whether someone has been assigned to handle it, but I have not received a clear answer.

As a VIP player, I believe it is unreasonable to be left waiting indefinitely without updates while receiving the same generic responses repeatedly.

I am requesting an independent review of this matter and assistance in obtaining a proper response and resolution from the casino.

I can provide screenshots of emails and live chat conversations as evidence.

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Dear mfaraj94,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you are facing with Celebrino Casino.

To better understand your situation and to assist you effectively, could you please provide more details by answering the following questions:

• What specific technical and access-related issues were you experiencing?
• When did you first experience this technical issue that you mentioned?
• Can you provide any details about the responses you received from the casino's support team? You can post screenshots here or forward it to my email jean.s@casino.guru.
• What specific outcome are you seeking from this independent review?

Your cooperation in providing these details will help us investigate and work towards a resolution. We appreciate your willingness to share any screenshots of emails and live chat conversations as this evidence can significantly aid our review process.

Thank you in advance for your reply.

Best regards,

Jean