Complaint disappeared from my profile

Hello, yesterday I submitted a complaint and received an automated email saying it was under review. More than 24 hours have passed and I haven't received a response. I checked my profile and no open complaints appear.

What could have happened?

Thank you

Your complaint was rejected because it was deemed to be related to sports betting, which we do not handle; that is why you do not see any complaints, and your second attempt will likely be rejected as well.

Thank you, I didn't receive any notification. Perhaps I explained myself well, but I also played casino games and slots, making profits from here, so I believe the complaint is perfectly valid and I ask that you take it into consideration.

I added it back for this reason.

Sincerely,

Cristina

I saw that you mentioned there that you also played slots. However, sometimes there are cases where we can't help if you played both variants. Simply put, if there was collusion and it involved both games, we don’t have any insight into one of them, so how would we handle it?

Our team always knows how to decide where we can help and where we can’t. So I believe they looked into it, evaluated it, and if it wasn’t possible to help, they rejected it.😕

There was no collusion; it's just an excuse the casino is using to steal my money. So you're telling me that if a user plays at the casino and also places sports bets, they're defenseless and you can't help.

I asked the casino to provide proof of having broken any rules and they refused because they don't have any.

On the other hand, are you saying that collusion is possible in a slot machine? I thought it was purely RNG.

Please take into consideration my helplessness as a casino user and at least try to find out what happened

Could you at least advise me on how I can file a complaint with the agency that granted them the gaming license?

I understand why you're frustrated. However, if our complaint team concluded that we weren't able to proceed with the case because it involved both casino games and sports betting, it means there were too many uncertainties for us to fairly assess the dispute. Cases like these can become quite complex, especially when different products are involved.

Our complaints team has handled thousands of cases over the years, so they have a good understanding of when we can effectively help and when a case falls outside our scope. I'm only a forum moderator, so I can only comment based on the information I have available, and unfortunately I can't overrule their decision.

If you still believe the casino acted unfairly, I think your best option now is to escalate the matter to the licensing authority. I'll also share the guide for the relevant license- Kahnawake, with you so you can review the complaint process, along with the information I found about where you can submit your complaint.

Here is some information about their complaint process

I genuinely hope you'll be able to get a proper explanation and resolution through that channel.

Thank you so much for your help.

As you can understand if you can empathize with me a little, I not only think that I have been treated unfairly, I directly feel that I have been robbed and nobody is making sure that justice is done.

I've reviewed hundreds of complaints from you recently, and in many of them—I could give you several examples—players have used the casino's slots and betting services, and you've intervened and helped them. I don't know why this isn't the case for me; there must be some reason or interest behind it that I'm unaware of.

Do you think it's okay for a casino to steal all my winnings and their only explanation is to refer to their terms and conditions and tell me, basically, that according to these conditions, which I should have reviewed with a legal expert (their words too), they can do whatever they want with my account?

So, according to your reasoning, if a casino user, for example, decides to place a bet on tonight's World Cup and wins, you no longer offer to help them? You dismissed my complaint without investigating what happened and ignoring my statement that I also received some of those benefits from slots.

I believe the essence of this community is to create a safe gaming ecosystem, and with this washing of your hands you have left me completely defenseless.

However, I thank you again for the information requested in your previous post.

Sincerely,

Cristina

And now what is the reason for the rejection of the review?

I think you're already showing some hidden interest in defending this casino, and it seriously calls your impartiality into question.

Why are you rejecting the review? I can provide proof that what I'm saying is true.

There is a significant difference between sports books and casino games, particularly regarding complaints at Casino Guru, as I mentioned in my previous response. I get where your words come from, but your complaint has not dissapeared; it was rejected because it cannot be addressed purely from the casino's terms' perspective.

Yes, it is inconvenient, but it has nothing to do with the suggestions made. You said how could you prove what you said was true?" Well, using the same topic, how can we challenge the casino if we cannot prove what you say is true? Those things work both ways, I'm afraid.

I'm sorry we could not help, but we do not investigate sportsbook-related matters, and user reviews related to SB are also not approved for the same reason. At the same time, our casino reviews are solely about casino games and fairness. Feel free to discuss that with fellow sports bettors in the sports betting section of the forum, which also suggests we keep both content separate.

Very easy, just ask the casino what my alleged cheating was and have them provide proof from themselves.

On the other hand, as I mentioned, I've also won money playing slots, and I was scammed there too. Can't you do anything about that either?

Let me narrow the expectation; maybe it can be helpful. In my previous posts I'm explaining why the first complaint was rejected. I cannot answer your questions because, in most cases involving partial sports betting, it is directly linked to the description you provide in the request as well as to the reason for the action on the casino's side.

If the sports bet or associated SB rule is directly involved in the voidance, it plays little role that the slots were also played. When players breach the rules, casinos usually void the entire amount and close the account.

As I said, I haven't broken any rules. I asked the casino to provide the evidence against me, and their response was that they refer to their terms and conditions, which basically say they can do whatever they want with my account.

On the other hand, according to your reasoning, if someone wins and we're going to put €2,000 on a slot machine prize, and then they decide to place a sports bet at the same casino, you can't do anything about it? Don't you see how defenseless we players are then? It's completely absurd.

You have helped people like me before, I've read it in previous complaints, but I don't know why you don't want to confront granawin, you don't even dare to publish my review which was completely respectful and truthful.

Is it so hard for them to accept that the casino is exposed because they have absolutely no evidence against me? You're seeing a clear scam and you're allowing it.

I understand you believe you have done nothing wrong, and no one has ever said you did. But the problem is what we can actually prove to the casino to contradict their decision. Imagine this: When sports betting is involved and the casino has already told you that the sports betting rules were breached, we are in no position to contradict that, because the reason for voiding the winnings was sports betting. That's simply all, and nothing else really matters here. It makes little sense to ask casino to prove something we do not engage in. Many casinos and sportsbooks have rules saying that they can void winnings and close accounts solely on their decisions, and it is used also in the case of for example, arbitrary bets. But we cannot say whether something was or was not an arbitrary bet. Hope this example helps a bit.

Just as I said, your casino review was rejected because it was based on the same issue as the complaint; therefore, it's not related to casino fairness but rather to sports betting rules used against you.

I understand the situation is frustrating, but the questions you asked have transparent and logical answers. If you believe that sports betting did not play any role in this problem, submit a new complaint request and explain this perspective; that's the only thing I can suggest.

What I don't understand is why you're washing your hands of my slot bets and winnings. What does that have to do with sports betting?

The bottom line here is that a casino is stealing from a player, so what does it matter where the profit comes from? Do you think it's legal for them to steal my money from slots too? Tell me honestly.

I believe I said the possible reason "If the sports bet or associated SB rule is directly involved in the voidance, it plays little role that the slots were also played. When players breach the rules, casinos usually void the entire amount and close the account."

in other words, if the casino or sportsbook believes the rules were breached, the entire balance is voided and the account is closed. That's the point of why the associated sports betting plays such an important role. If the rules used for the account closure and alleged winnings voidance come out of the casino-related terms, we can investigate; if the rules come from the sports betting branch, we cannot proceed further, even if the player played slots. the entire balance is usually voided, regardless of its origin, because the casino also aims to close the entire account, not just the sports betting section.

And you think that's okay? Do you think it's a fair rule that they even delete my review?

Do you really think a casino that can unilaterally close and delete an account without any proof deserves a 7.2 rating on CasinoGuru? You're harboring scammers. People who, if you lose, send you countless emails urging you to keep losing and ruining their families, but if they win, they block you and steal your winnings. You're supporting these people with your indifference.

Do you think that if I had actually cheated I'd be here wasting my time? Neither the casino nor you have given me a chance to defend myself.

I understand what you are saying, but it is now clear to me that you are on the wrong website. Let me repeat the facts, please: We have never reviewed sportsbooks nor accepted associated complaints or players' reviews. I get you assumed there is a way for my colleagues to get engaged, but it did not work out—already explained.

Would it be less frustrating and more constructive to visit websites focusing on casinos and sportsbooks alike? Because I have answered everything fairly and have nothing else to add. Do you think it is fair to accept your negative review of the casino when we know it is not actually about the casino? I truly understand you, but this is not about what I think is fair; it is about what we cannot do for you.

But how can it not be about the casino when I've played slots and been robbed there too??? Don't you understand that sports betting has nothing to do with the casino? You don't accept the review because you're not interested.

I've read dozens of complaints where the player had played slots and sports betting and you've handled it. I'm not on the wrong site, I think I'm simply complaining about the wrong casino that you're covering up and whitewashing.

If my experience has been entirely negative and demonstrable, and I've played slots, why can't I publish it exactly? I really don't understand; the only explanation is that you're under pressure from Granawin.

I believe I openly answered those questions. If you are convinced that the mediator, who is not here on the forum to answer any concrete questions associated with the rejected complaint, wrongly closed the case, please form another complaint request.

Just a tip: the things you mentioned as sort of arguments won't, in my opinion, work. I'm talking about how that matter has nothing to do with SB, because you also played slots and so on... if the casino closed your account or voided your winnings based on general casino rules without any sign of sports betting rules involved, that has potential but it would be best to attach a screenshot to support that in the request. I wish you the best outcome possible.

Yet I'm sorry we have been running in circles here on the forum.