Ask the Casino Guru team (page 14)

Bro, I honestly have the feeling that they are all together or something because it can't always be the people's fault that these people don't pay out, that doesn't make any sense from a purely logical point of view

Everything you wrote is happening to me right now, I'm furious, I've never experienced anything like this before, it's unbelievable, every time they claim you're not verified even though you are and you've sent as much documentation as you can, but it keeps repeating itself, it's a real scam, they make up all sorts of things like documents being missing or a number being missing from the bank statement even though the credit card is separate, and when you send everything they start all over again, it's really a complete disaster

If you all are so unhappy with this FREE service and how YOUR problems are being handled, here's an idea...Find another service and PAY for them to deal with your casino problems, and with the whining you're doing!

In my opinion these people are great. They've worked on 2 of my casino problems (1 is a work in progress). Did you expect them to just take your word for everything? Of course the casino gets contacted and their side is considered too. As for all your personal complaints against them, seriously guys, go pay for someone to help you!!

Hello,

There are tons of explanations, I'm afraid, but I have no further insight about your complaint statuses.

I guess you won't very much appreciate my opinion, but perhaps it will be helpful anyway. In my opinion, this situation is partly related to your frequent submissions of the same issues for "reconsideration" and the fact that my colleagues are currently trying to take some vacation time. Honestly, you have been with us for quite some time, and sometimes the nature of your complaint falls on the edge of what we can address according to the Fair Gambling Codex. So, addressing all your questions, updates, and requests aside from the complaints themselves may be the cause.

I empathize with you and respect your requests.

Hello,

May I step in and ask you in which casino you are experiencing this problem? This undoubtedly pertains to issues within the casino. We are ready to help, but saying the complaint has no point in the situation when your one attempt ended with "the player stopped responding" makes it feel like you don't have very much experience with something you now so eagerly rate.

How about we start over? If you are in trouble with the casino, submit a complaint and cooperate, and then we shall see. We are always ready to investigate the matter alongside you. It just takes a bit of cooperation and patience.

Hello, I see.

Despite the fact that I am not involved in the complaint, I will do my best to shed light on the situation.

As far as I know, your complaint cannot be approved due to its nature.

I see the note "missing license," and I believe your request was denied because you wanted a refund due to a lack of a proper license. Please let me know if I am close.

We do not touch casinos this way; hence, it could be the case.

The request was denied. Under such circumstances, the request is not considered a complaint and does not have a designated resolver responsible for the process; therefore, while sending emails to explain details is understandable, it often has little impact.

If I may offer some advice, instead of sending explanations in each email, submit new requests that include the points you mentioned in previous emails. Please include all relevant details, as your initial explanation of the events will determine whether the request is ultimately approved.

However, there are some matters we do not get involved in, as described in step 2: https://casino.guru/how-we-resolve-casino-complaints

I honestly hope some of this is helpful to you.

Hello,

In my best knowledge,

I expect Donika, a member of the first response team, to contact you and inquire about the status—whether you have been paid or if the casino said anything noteworthy. Since you've already updated the complaint, I expect you'll be assigned a resolver, and the "process" will continue.

The team is aware of the timer, but I believe some of them have gone on vacation, so they will need more time to get back to you with new resolver. Please hold on. 🙏

Hello,

I spot a few of your posts, and I just responded to you in the other thread. Basically, if you're facing an issue with delayed payment, go ahead and submit a free complaint. I honestly doubt the other players would be able to help.

Please fill out the form, and we will look into the matter: https://de.casino.guru/beschwerden/einreichen 👈👈

It's four hours until the seven-day deadline and I still haven't heard anything.

they just say it's taking too long .

I need a solution because I've been waiting for 14 days and the only answer I get is that it's taking too long.

Can you help me in any way?

thank you for your attention

Firstly my complaint is about misrepresentation. Secondly as an aside I actually dont see anything re licences in the link you sent.

https://casino.guru/forum/general-gambling-discussion/complaint-resolution-information-and-instructions/4#post-201880

Please see my.posts here. I would ask players to also view my posts.

I'm sorry, but I can't help with that. I believe there are tons of cases, which may sometimes delay first team responses. That's pretty much it, I'm afraid. Some colleagues work during weekends, if that helps. I guess Dominika is aware of the timer but is dealing with the rest of the complaints.

I wish I could tell you the deadline, but I cannot. Let me send a note to the team, though.

Thank you

Could you please ensure that all of this remains in a single thread, as I requested? The pace is so perplexing to keep up with. From now on, I'm only going to respond in the thread called "Discussion about article: Complaint resolution instructions" If you don't mind.

Thats why i posted a link to other thread.

Hi Radka,

Thanks for being honest and share your opinion! While I can understand this, the least I was expecting from the Complaints team was to take some effort and respond to my mails sent to them. If they still think they should reject the complaints thats fine but at least sent out an mail stating this so the player knows why.

Time has passed and still nothing ...

no reply from supabet casino and no withdrawal processed .

what else can I do? Can anyone help me? It's been 17 days and nothing