Does anyone else believe this platform is in favor of online casinos?

I've had time today to read through messages, comments, and poorly resolved complaints and problems with casinos, and it seems Casino Guru always sides with the casinos and not the players. They've helped me twice, but on two other occasions, I think they could have done better and didn't resolve things in my favor (I got the impression they were on the casinos' side). On the other hand, I saw many messages with the same opinion: that in most cases, they only help with late payments and not with other aspects. I wonder how they can keep so many threads going when there are ongoing complaints that go past the deadline, and then they just ask questions you've already answered. Is this really a help platform?

CasinoGuru is good doing amazing job, look at how many complains have been resolved.

There are precedents and if casino is breaking such then CasinoGuru will be able to pressure casino based on precent cases or regulations, there are a lot of tiny aspects where they can actually process complain and if actually complain makes sense. There are a lot of complains for withdrawal delay - that's usually done with time unless casino is really rigged than reputation goes down but there are complains like I'm an addict get my money back but dude played on random finland casino under VPN being from denmark, so they have no clue about Denmark blacklist for addicts etc.

I mean to say it's case by case, but you can track some big complains resolved I believe CasinoGuru does amazing job. It really depends what kind of complain you brought... Some of them don't make any sense...

It may seem like to you that CasinoGuru is on casino sides, but casinos know very well what they can do and what they can't do, so they know very well where is the line and good casinos never cross that line, while crappy ones cross, so it's all come down what kind of complain you have and if casino crossed the line, I would say 9+ rating casinos are pretty safe I play on many of them

To begin with, many of those complaints, as you say, that are resolved are complaints without a response, or complaints that simply side with the casino; others are resolved in favor of the player, but most of them are without a response from the player's side, or the casino that is being reported is right.

I don't know if I was just unlucky or if all the casinos I played at this year are simply garbage. They don't care about cheating; in fact, they do, and when we file complaints, well, sometimes they respond, sometimes they don't. In any case, it makes you think about what I'm saying, so it makes perfect sense to open this debate, like all the others. Right now, I have a complaint in progress against a casino that has a (very high) security rating here. Imagine, and believe me, they cheated, and I'm 1000% sure they used prohibited tactics. I requested self-exclusion because I felt I had a gambling problem, and only four minutes later, they confirmed that my account was formally closed and inaccessible. The next day, they sent me advertising via SMS. I checked out of curiosity, and my account was still open (knowing that I had a gambling addiction). I gave in to temptation and kept playing until I lost 800 euros. When I filed a complaint, they washed their hands of it, saying they have a clause that we agree to when we enter. We have a gambling addiction problem (what a lame excuse, right?). I filed a complaint here and it's been under review for almost 3 days. It's been almost 3 days since I sent them all the details, and you'll see that when they finally respond to my complaint, it will be to ask me some question that's already answered in the photos I sent. (I repeat, very high security index). You do the math; it's making me laugh.

The casino I'm talking about is Malina Casino, and it has a security rating of 9.8 out of 10 here at Casino Guru. Is that logical or reasonable? Something's definitely fishy; I'm sure of it.

Hello, I understand you are frustrated, and if you feel the urge, it's truly understandable that you aim for the immediate account closure.

However, our complaint system is not designed to assist with closure itself despite the urgent nature of your reason. It is up to the casino to follow its rules. We can and will review your case and, based on the evidence you provide, determine whether the casino acted fairly. This is our free assistance for you.

As you can see in the timer, we have 5 days to get back to you. Each party involved has a 7-day time frame to update the case. This is why I repeat: you have to be patient in the first place.

Stay away from the casino, please.

I am not sure if you are interested in knowing. But a brief mention: The safety rating does not reflect the quality of the responsible tools that operators provide to their players. You can view the index details on the review page itself. There is no mention of self-exclusion qualities. It's about the probability of of getting paid, I'm afraid.

However, I understand what you're saying, and you're welcome to share more about your experiences.

Good morning and thank you for your attention. I feel truly unprotected. I feel like the necessary steps aren't being taken with the cases I'm reporting on this platform. I suspect this platform might be biased in favor of the casinos, and that we players are just trying to get lucky. Furthermore, I've never understood why, with such clear and specific cases as the ones I'm presenting, I'm asked the same questions repeatedly, questions that are already detailed in the initial complaint. I believe it would be better to proceed in a more direct and forceful manner, summoning the casino in question to provide answers without having to ask the same questions repeatedly. I'm unsure if this is the appropriate platform for any kind of complaint. If it isn't, I'll try consulting with my legal counsel to see if that works better. Good morning and thank you for your understanding.

Hello,

I believe I understand your hesitation. But to me it seems that you are not very familiar with our basic fair values. Did you read the fair Gambling Codex, perhaps? https://casino.guru/guide/fair-gambling 👈

I have no idea which specific complaint makes you feel like we are siding with casinos, but when it comes to the general perspective, those cases usually end like this because the players can't provide us with proof of their actions or did not mention the gambling problem clearly to the casino. That is crucial to decide whether the player should or should not be refunded, for example.

These days, addicted players have very high expectations of the casino without prior consultation, even as they continue to return to play. We believe the player must also demonstrate responsibility for his actions, which are always investigated through the complaint process. There is nothing else in play.

I understand that this is a difficult subject to discuss, so I will leave the rest to you and the complaint.

In the case of Malina casino, the experience was awful. I wanted to leave their casino because I couldn't control my betting on my own. Then, after receiving their notification that my account was closed and inaccessible, I calmed down until the next day when they sent me advertising. I followed the link and saw that my account was still active. Unfortunately, due to my lack of control, I continued betting like crazy until I lost another 800 CHF. Is this normal? Don't you see an illegal tactic in what I'm explaining?

Let it be known that I've read their core values, and at first glance it's clear they're doing a great job. Otherwise, over the years, some companies or platforms would allow themselves to be blackmailed or make deals for money, because ultimately this world revolves around money, and even the most honest people end up having a price. I can't say for sure, but there's definitely some doubt, at the very least.

Hello, this is the first time you mentioned crutial details and I thank you for that.

I believe the situation will be clear and fairly approached in the complaint, though. Because, as I said, it is about proofs in the first place.

Based on your description and my past knowledge, this casino is not very safe for players with gambling addictions. Agreed.

The rest will be properly addressed later in the complaint and I expect a very good explanation from the casino; it will be needed, I reckon.

I'm not sure if I understand you, but I wish you a fair resolution.

There is no need to jump to conclusions, but I understand you are stressed out. I wish I could help you say away from online casinos. 🙁

Thank you so much

I thank you too. It must be frustrating, but you're doing great.

Hold on, please. I'll check with you on Monday.

Hopefully we'll have something clear by Monday, hopefully 🙏

If yes, you can give us update. 🙂

Also if not, so we can see the progress.

It's been 10 days since I filed the complaint and I still haven't received a response. It's been under review for 3 days and I've been waiting for updates for 7. Now, if they ask me a silly question, I have to wait another 7 days. That's when I think something isn't working.

It's the holidays, so it will probably be a little slower. I saw that Katarina should respond as soon as possible. We need to be a little patient at this time of year, since Christmas is coming. 

No, it's not like that all year round.

It took three days to verify a complaint and eight days to get a response—that's not normal, and the worst part is that nothing gets resolved. It's illogical; I don't think we're protected this way.

Dear josemanuelmartinez,

Thank you for your response.

Could you forward me all the communications you've had with this casino to katarina.d@casino.guru This includes emails, live chat transcripts, and screenshots. Please include the screenshots you shared in the thread, as they all arrived blurry and illegible.

Please notify me here in the thread once the email has been sent.

Waiting for your response.