Well, it is not until the complaint has closed.
As you already know, the casino is in touch with the complaint handler. From what I see, they just don't want to communicate with you specifically; don't ask me why.
So, I'd say we should just give the complaint the time it deserves. And save our LOL comments for later use 😉
Have you ever read the instructions?
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The time elapsed between submitting a complaint and the complaint being closed varies greatly. The complaints processed most quickly are those that can be resolved without getting the casino involved or those that are rejected because the casino has not done anything wrong. Other complaints, however, can be very time-consuming.
Here are some rough estimates and time-related information about complaints:
You will get your first response from our complaint team within 48 hours, but we do our best to respond within 12 to 24 hours.
Each involved party (you, the casino, or the Casino Guru team) has seven days to respond when they are required to do so to move the complaint forward. When this period elapses without a response, we usually choose to prolong the time limit by another seven days.
As the successful resolution of a complaint often takes a lot of communication between all three parties, the total time can add up. The average time it takes to close successfully-resolved complaints is roughly 21 days from the date they were submitted, but again, this varies a lot from one complaint to another.
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(https://casino.guru/complaint-resolution-instructions#duration)
Wish you a fair deal.
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