Ask the Casino Guru team (page 13)

Hi Radka,

Thanks for explaining. However, I preder to use the same text on the previous complaint that got rejected before publishing. Thats why I prefer to get that complaint re activated and add the text to approve the complaint.

Please know that I get your point, and I understand your frustration. It is just that this really might happen sometimes, and especially now during the summer when many people are on holidays and there are fewer employees, you know.

Hopefully, though, this won't last long, and you'll get your money soon. 🤞

Hi!

I see. In my opinion, this is not the best solution. Let me explain why:

Unpublished complaints have never gotten assigned a direct resolver because those cases did not pass the requirements. Hence I can't point you to a concrete person.

In my opinion, it would be better to submit a new request, add the explanation you mentioned up front, and then demonstrate what has changed or why you believe the case fits the criteria now. Simply anything you believe you missed in the first request, include as the opening of the second attempt. Then you can paste the original text.

What do you think?

I've been waiting 13 days and that's it...

when the site says it'll pay in 3 days and I've been waiting 13, I can't believe I'm going to get the money

I will try that thanks a lot!

Update!

I just got a message from Vernika. Is this about changing the way the last complaint was closed? I mean, is this inquiry more about, let's say, classification of an already rejected complaint? She is aware of your request, just so you know.

Hi Radka,

No that one is fine, I was referring to another complaint which got rejected. This was rejected before being put on the Casino Guru platform.

Hi,

Aha, ok. Thanks for the clarification. I would vote for the second attempt, then.

I hope for a positive outcome and the approval of the request.

Thanks Radka,

A new complaint has been sent and I do hope that it gets approved otherwise I would like to discuss the case with the Complaint experts as I do believe that this case is justified

I understand, but there's no specific response from them. I've been waiting since June 28th. Today is the 9th ... what can I do now?

thank you for your help

Can I ever expect a reply to my emails to casino guru all 3 of which are unanswered

Hello Youssf.

I understand your determination, but I hope you too understand you can't get any reassurance here. In the complaint process, the beliefs are not what matters the most. Just saying. Good luck.

Hello, that depends on the situation. The Complaint and Data Team may not respond to anyone directly per email yet; if it is a complaint involved, the important staff will be discussed there. The complaint thread serves that purpose. This measure is absolutely necessary given that there are over 1,000 open complaints.

Try to understand that, please.

Hello, I empathize with you. It's clear that you must exercise patience. First of all, the complaint process gives casinos 14 full days to resolve the matter on their own; after that, the complaint will be addressed and the initial part starts, so later on the casino is asked to join the complaint and secure resolution.

Inside note: once you submit the complaint, if we have registered a casino contact in our system, this contact gets notified, so if they care enough to reach out sooner, they could.

Try to hold on; the approximate complaint lasts about 22 days, I guess.

Radka sorry Im confused. I submitted a complaint. You rejected it on certain grounds that were incorrect ie were factually wrong as to the basis of my compaint. I emailed you to clarify this and confirm the basis of my complaint. So are you saying you will ignore my emails?

I'm 1 day into my 7-day complaint period and I still haven't had anything processed.

what can i do after the 7 days have passed, i.e. tomorrow?

the withdrawals were made on june 27th,28th,29th .

thank you for your attention

I have exactly the same problem as verified on the website but nothing happens, they keep wanting new documents. For the past 10 days I've been sending documents and emails like crazy but they don't answer me. I've been on live chat at least 40 times and each time they claim they haven't received any documents or request the same documents with a different date. This has been going on for 10 days. Please help me.

And like me . I have no solution. All that remains is to wait.

Hello Radka,

I do find it strange that my third attempt did not get approved despite my email sent to your colleagues from Complaint with the supporting evidence to make sure that all info is visible. The least your colleagues could do was respond on my mail and explain why my complaint did not get approved.