Dear Taina6,
This means that the casino chose a different way to proceed in resolving the matter.
Unfortunately, since the complaint was already submitted to the regulator, the casino decided not to provide any further details until the regulator's final decision is made, and for now, we respect this procedure.
Therefore, as we cannot review the complaint sufficiently based on the above-stated, and it was already filed to the regulator, which should be able to help you, we are (temporarily) closing it as unresolved for now.
Once you have the final decision from the regulator, please, let us know about the outcome. We will then be able to reconsider the complaint on our side. The casino can provide us with an update and details too.
It is possible to inform us by reopening this complaint or by sending the necessary information and documents to my email address (branislav.b@casino.guru). In case we are not provided with the necessary details by any party involved in a reasonable time, the complaint will be reopened by casino.guru.
I sincerely believe your issue will be carefully reviewed and resolved.
Please note that in certain circumstances, the final decision made on the regulator's side does not mean that our final decision will be automatically the same. It will depend on the provided details/additional evidence.
Thank you very much for your patience and understanding.
Best regards,
Branislav, Casino.Guru
Dear Taina6,
This means that the casino chose a different way to proceed in resolving the matter.
Unfortunately, since the complaint was already submitted to the regulator, the casino decided not to provide any further details until the regulator's final decision is made, and for now, we respect this procedure.
Therefore, as we cannot review the complaint sufficiently based on the above-stated, and it was already filed to the regulator, which should be able to help you, we are (temporarily) closing it as unresolved for now.
Once you have the final decision from the regulator, please, let us know about the outcome. We will then be able to reconsider the complaint on our side. The casino can provide us with an update and details too.
It is possible to inform us by reopening this complaint or by sending the necessary information and documents to my email address (branislav.b@casino.guru). In case we are not provided with the necessary details by any party involved in a reasonable time, the complaint will be reopened by casino.guru.
I sincerely believe your issue will be carefully reviewed and resolved.
Please note that in certain circumstances, the final decision made on the regulator's side does not mean that our final decision will be automatically the same. It will depend on the provided details/additional evidence.
Thank you very much for your patience and understanding.
Best regards,
Branislav, Casino.Guru