Ask the Casino Guru team (page 15)

I have one dispute with a casino formerly licenced under CEG/Curacao, which apparently is not a valid licence anymore.

Where can I go to raise a complaint, if the casino is now under the new Curacao licence or worse, Anjouan.

Any input is appreciated.

Noah

Hello, the problem is with FunID, which works with many online casinos such as allyspin, wazamba, posido, legiano... I have sent over 35 documents: bank statement, credit card statement, statements from the last 12 months from my bank account, paysafecard account and ID card front and back, ID card with the fun id website in the background, statement from skrill... all these documents and they still do not verify me, they ask for a document that does not exist

Try to be patient, please, even though it is not easy. Our complaint team will try to get in touch with the casino soon, and hopefully we'll learn something more. 🤞

The question here is what the issue is. Is it related to your withdrawal, perhaps?

Please tell us more about it, and perhaps we will be able to help.

Hello. Hope your weekend was longer than mine.

I perfectly get your perspective, and I would prefer if the team members were capable of responding to every email they get and also had enough time to send a few more emails in specific situations, like when the complaint request is rejected or when it gets closed as unjustified. If I may, I understand that the team does care; that's not the matter here, however, fewer than 30 people are managing over 1,000 open complaints and reopening requests. That takes its toll, I'd say. Under such circumstances, when they face repetitive requests or the player feels like they are right and wants to discuss the closed matter over and over again, the team close it with one note and then, well, the end.

Yet, I empathize with you, of course. I would certainly felt the same way.

Unfortunately, as said before, we won't be able to do anything if you don't file a complaint.

Please think about it.

Hello, kindly wait for Domika to get back to you. As you can see on the timer, she has 4 days to respond. I think it is best to mention that each party (you, the mediator, and then the casino) has a 7-day period to respond; the timer will always show whose turn it is and how much time is left.

The casino has been notified, but until the first response, Dominika, find your own resolver for you; the casino is not required to respond directly yet.

Hold on, please.

Hello, Noah.

When it comes to our own complaint feature, you do not need to worry about the license because we at Casino Guru always try to settle the matter directly with the casino.

You are welcome to submit your request by using this green link 👈

It costs nothing. However, could you please tell me what issues you are experiencing with the casino? I could give you a few tips or help you avoid complaint-associated surprises.

Or, perhaps you prefer to read guides; well, if you do, here comes the best one:

https://casino.guru/complaint-resolution-instructions 👈

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The app and managers are scammers who take your money after work.

Hello! To me, it seems like you may have some issues with casinos. Care to say a bit more, and more coherently, please? Maybe we can help you.

Try us.

Good morning, I would like to thank you for your attention and your reply.

I thought that when we make a complaint that after 7 days you can intervene.

in my case , the 7 days have passed , your colleague asked me if I had received the funds and I said no .

as of her message, my comments have still not been approved and I have not received any response.

it looks like it's going to be quite a long process.

unfortunately i've been waiting for supabet to process the amounts since june 28th .

Hello, I'm glad to help because I would, given the circumstances, feel the same. I apologize, but you are absolutely correct. Most complaints are time-consuming. Generally, it is because the resolvers or mediators have to build a perfect understanding of the events so they can effectively communicate with the casino when the time comes. However, in this particular situation, you have received a response that was generated automatically. The Team uses it when those 14 full days are near.

But do not worry, please. I sent Dominika a note. I believe and hope the situation will escalate quickly so you can stop thinking about this casino issue as soon as possible.

Thank you for your attention and thank you for contacting your colleague to help me. The issue has been dragging on for 17 days or so, which is exhausting because the casino's response is always the same.

thank you once again for your attention

Good day to you. No problem at all, of course; glad to do my part.

You know, I still find all these delays and behavior quite strange. We live in a super quick world, where everything, even the feeling of luck and happiness, is supposed to be instant, but on the other hand, the casino is not able to find a working solution for more than 17 days... It just seems like they are not that open-minded or have not been trying very hard to pay out the money. This is just my opinion, of course. In any case, be strong; my colleagues will try to help.

i've already replied to your colleague, i've posted screenshots of the conversation but your colleague hasn't replied yet.

do you have any idea how long it will take to complete the process?

I would appreciate it if you could refrain from spamming the forum. Keep it here, finally. Thomas will reach out to you eventually. We do not delete complaints here; instead, as you can see, all your complaint posts were hidden as private. That's all we can do.

Furthermore, since you deleted your forum posts too, the context is lost. You really do not have to do that without a good reason.

I appreciate your understanding.

Hello, let me help out, please.

Each party has 7 days to respond. I suggest you consult the complaint timer. As you can see, not all your complaint posts were made public; instead, it says "waiting for approval." that means that you need to wait until the complaint handler reads all the updates and gets back to you. Of course, at this stage no one can tell you when your complaint will end—it's a process.

Try to be patient, please. 🙏

Wait for Tomas to get back to you, please. Don't delete other forum posts; it complicates the conversation and how to help you. Thank you.