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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

Hello Jean,

Thank you for your reply.

The technical and access-related issue started around 25 May 2026 and negatively affected my gaming experience. The casino later acknowledged that there had been a problem and confirmed that it had been fixed.

After that, I contacted support, VIP support, and my account manager multiple times. For an extended period, I was repeatedly told to wait and that my case was being reviewed. However, I received very few meaningful updates and had to continuously follow up in order to get information about my case.

I would also like to emphasize that this was not an isolated incident. Similar delays, communication issues, and repeated requests to wait have occurred on multiple occasions in the past. This complaint is not based on a single event, but on what I believe has become a recurring pattern of poor communication and lack of transparency.

During this period, I remained a loyal and active VIP player. From yesterday until today alone, I deposited approximately €2,000. Despite my activity, loyalty, and patience, I do not believe my concerns were handled appropriately.

I can provide screenshots of emails, live chat conversations, and the casino's own acknowledgment that a technical issue existed. These records show the repeated delays, escalations, and lack of clear communication regarding my case.

The outcome I am seeking is an independent review of how my case was handled, including the communication delays, the VIP support process, and whether the final resolution and compensation were fair considering the circumstances and my level of activity.

Thank you for your assistance and I am happy to provide any additional evidence required.

Best regards,

Mohammed

Hello mfaraj94,

We would like to update you that due to Jean, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jean 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 Jean will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Can I know what happened to the complaint I submitted? It's been more than two weeks.

Dear mfaraj94,

Thank you for providing the additional details and explaining your concerns.

We understand how frustrating it can be to experience prolonged delays, limited communication, and uncertainty regarding the status of your case, particularly when you have made repeated efforts to obtain updates. We also anticipated that, as a VIP player, you expected a higher level of responsiveness and transparency from the casino.

However, after carefully reviewing the information provided, we must kindly inform you that Casino Guru is unable to assist with complaints concerning VIP program benefits, account management standards, compensation expectations, or the overall quality of customer service. While we recognize that these aspects are important to your gaming experience, they fall outside the scope of disputes that we are able to mediate between players and casinos.

As there is no indication that funds, winnings, or account access were unfairly affected, and the core of the complaint relates to communication and service quality, we are unfortunately unable to pursue this matter further. For these reasons, we will be closing the complaint as rejected.

We understand this may not be the outcome you were hoping for and appreciate your understanding.

Kind regards,

Jean