Ask the Casino Guru team (page 24)

Hi, I already replied to your post in other thread.

So keep conversation with me there please. 🙂

Hi, I made a complaint 3 days ago. How long usually it takes to respond ? I have sent an email also.

Hi, I see the complaint progressed a bit further. For better orientation in each phase, I would recommend checking out the timer. In general, each party has 7 days to respond while the timer is running for that specific party. Mediators constantly try to respond before the timer runs out, but sometimes they need the full limit.

the same goes for casino representatives in, let's say, the later phases.

Hope it helps a bit.

I wasn’t able to get my complaint to work after filling everything out. 2 times

Hello, can you be more specific, please? You see, the better you describe the matter, the better chance we can help with a solution. What seems not to work in particular, please? Don't hesitate to upload a video or at least a well-described screenshot, and I'll do my best to help.

Hi I submitted a complaint on September 17th and it still says under review. Is it normal to take this long in the past I submitted a complaint and I got a reply in less than 24 hours.

Hi. Yes, that’s usually how it works. A complaint first goes into review before it is either accepted or rejected, so there can be a bit of waiting involved.

Weekends can slow things down as well, since fewer resolvers are available, and if there are a lot of complaints in the queue, it may take a little longer before the team gets to yours.

In any case, I can already see a complaint from you that is visible now, so I believe everything should be fine. Hopefully it’s the one you were referring to.

If not, just let me know and I’ll take another look and try to find out what might be going on.

Hello everyone! I have been battling a dispute with Ritzo regarding a bonus round on a slot called Lucky Barrel Tavern where in the last spin of the bonus (free spins) round, I get cumulative multipliers and tumbles yet its the only spin where the multiplier (676x) is not applied to the ammount won in the spin. Can someone check the video of the bonus round and let me know if Ritzo is correct when they say that the multiplier was not added because: "They confirmed that the game round in question is 80-crtkc8ff-32457408966.

I have the video of the bonus round and tried to attach it but not sure if it will be delivered.

I understand why this was confusing, especially because you had reached a cumulative multiplier of 676. It may seem like this multiplier should then be applied to your total winnings, but that is not how the multiplier works in this game.

During the Free Games, any multiplier symbols that appear are added to your cumulative multiplier. This multiplier is then carried over to the next Free Game.

In your case, the cumulative multiplier reached 676. After that, there were two more spins, but no new multiplier symbols appeared on either of those spins. Because of this, the 676 multiplier was not applied to those two spins.

Most importantly, the 676 multiplier is not meant to be multiplied by your total winnings from the whole Free Game round. It only works according to the specific game mechanics when the relevant multiplier symbols are triggered.

The game provider checked the complete game session and confirmed that the total win for the round was 189.60 NOK.

I completely understand why you expected the 676 multiplier to be applied to your total winnings, as seeing such a high cumulative multiplier can understandably give that impression. However, the provider has confirmed that this is not how the multiplier works in this particular game."

I really would love some assistance on this matter.

Thanks in advance.

Best regards,

Mónica

Hello there and thank you for sharing. I understand this is about deciding whether specific bonus rounds reflected the bonus multiplier during the last free spin. I'm not entirely sure whether the spin and multiplier in question was already investigated by the associated game provider. To me it sounds like it was; is that correct, please?

In my opinion, the game provider is the most suitable authority to decide on such a claim.

What do you think?

I also see nobody replied and the timer is running out

Hi, can anyone guide me on how to file a complaint against a casino for an unjustified payment?

Hello,

It is not always possible for the meditator to respond quickly, but I am glad you are now in contact again.

Hi, may I know what happened to you? I'm asking because there are few rules that can be unexpected and since you're asking, we can take a closer look at the situation.

In any case, the instructions are here 👈

Let me know, please.

I already filed the complaint and Casino Guru gave me guidance... thank you very much

That's great! You are welcome.

The casino may still sort this out sooner, and the complaint will be unnecessary, with luck.

I'm saying that because that's usually the quickest way.

Can you perhaps share more about the delayed payment here on the forum? Only if you want, of course.