Complaint Response Timeframe – Casino Guru

Currently, the Casino Guru platform allows a 7-day timeframe for parties to respond to complaints. While this may appear reasonable at first glance, this duration can be unnecessarily long and counterproductive for all involved:

1. For the Player:

A 7-day waiting period delays the resolution of their issue, which can cause frustration and diminish trust in both the platform and the casino. Players seeking help typically expect quicker engagement and communication to feel supported and taken seriously.

2. For the Casino:

When a complaint remains open for an extended period—especially without timely responses—it negatively affects the casino's public rating and reputation. This could be unfair in cases where the casino is prepared to resolve the issue swiftly but is bound by the imposed waiting time.

3. For the Casino Guru Team:

The prolonged waiting period adds unnecessary pressure to the Guru team as the backlog of open complaints grows. Managing and monitoring unresolved complaints becomes more resource-intensive, which could affect the platform’s overall efficiency.

Suggested Adjustment:

The initial 7-day period may be reasonable for the very first response, as it gives both parties time to gather evidence, clarify issues, and prepare statements. However, once the first reply has been submitted by either the player or the casino, any subsequent responses should ideally be limited to no more than 3 days. This adjustment would promote more active communication, quicker resolutions, and a more efficient complaint-handling process for all parties.

That's an excellent suggestion, but overall, experiences support the current style. Let's see if the circumstances shift eventually. From my personal perspective, it would need far more resolvers to keep up with three days and more importantly, many cases would ended as unresolved due to limited timeframe, which is never a good outcome. 🙁

Perhaps time will tell us more.

Point two contains some ambiguity: almost every proof from the casino is sent separately, either by email or through another method, which creates the impression that the casino did not respond until the proofs are validated and assessed by the mediator and subsequently discussed in the thread.

However, I'm amazed by your assessment. Based on the tone and "—" did you use AI, perhaps?

Thank for your reply 🙏

It is just a suggestion. I know that Guru Team is performing a great job 👏 really hats off to them. But some casinos are abusing the timeframe.

For your last question, yes I used part of it in AI but all the content from me as an idea.

Thank you 🌹

Sadly, we are aware of a few casinos that are certainly exercising maximum to prolong the complaint. 🙁 However, we constantly discuss those situations just to say, "Enough is enough." Once the team gets convinced casino is not really interested in meaningful cooperation, the case is closed.

Yet it is always quite emotional because it means the player won't be helped.

Well, I'm really impressed; I wanted you to know that! Thank you for helping us; it is not that common, as one would hope. 💚

By the way I just want to mention that casino guru team is really professional and well experienced 👍. I have high rated the Team with ⭐️⭐️⭐️⭐️⭐️ in Trust pilot.

Thank you 🌹

Oh, just don't overdo that, please. 🙂

Let me share this with the Complaint Team; they deserve that!

Stay well and out of any casino-related issues for as long as possible. 🙌

7 days timeframe for a complaint for every reply such a long time and stressful 😪

I know, it is. Hold on, please. I would like to help you but I guess you know how it is. Can you try to distract yourself somehow? What do you like to watch or play?

Is there anything you can do to reduce your stress?

Are you human or AI?

Reply sounds like AI.

That was a good one, do you remember me asking the same question to you and you admitting that you used tools 😀? So, no, of course I'm not an AI and sadly I'm still more and more confused by your responses.

Sometimes you sound like a completely different person when you're responding; it's hard to keep up, honestly.

Of course I remember you🤔.

Why i sound different person?

I'm just a nice guy.

Well, that's it, I'd say. 🙂

15 hours ago, you asked me whether I was AI, and now (though we had quite a lot of conversation in the near past), you're saying you remember me. Not to mention that when you use a tool to enhance your text, it sounds completely different than when you do not use the tool.

Do you know what I mean?

Don't worry, I use one tool quite often too; it is a good way to get rid of the stupidest error because we aim to write quite quickly 😀.

In any case, I know it is hard to be consistently that patient; it's challenging, but my colleagues will do their best. I saw Matěj working on the transaction history. 🙏

When I said AI I was completely joking.

And for the complaint or discussions you guys are amazing here at Guru. But the timer is pain in the butt.🤣

Ok, so you were joking. One for you then 🤣!

So, do you have something to distract you from the complaint timer? A week is hell of a time, agreed.

Work. GYM

I have it like this: Gym = work. 😀

Probably because I lack a concrete physical exercise plan and the motivation. Hope you are better at this. 😉

Oh yeah 😎

Cool, glad to know! My best friend is a fanatic body-builder, by the way. 😀

Oh that's cool. Does he/she take steroids?

He does. Initially, the steroids were clearly intended to support muscle growth; however, after he contracted Lyme disease, he experienced significantly worse phases every time he stopped using them, despite what the doctors had advised. That's life,...