Hello Casino Guru Team and Forum Moderators,
I am opening this thread because I have reached a point of complete absurdity regarding a technical communication breakdown on this platform. Honestly, I have seriously begun to question whether the team members involved in my case are still alive or if they have completely vanished. Let me share the chronology of this ghost story with you:
• On June 29: The manager Atilla transferred my case to Samuel.
• On June 30: Samuel requested my verification documents. I sent everything directly to his email on the exact same day. However, since the complaint page was marked as "Private," the system completely removed the reply button and text box for me on the portal. I was locked out of communicating here.
• 6 days later: Seeing no reaction from Samuel, I followed up with another email. No answer.
• On the 7th day: Samuel, acting as if I had never responded or sent anything, extended the timer for another week! I immediately replied to his email again. Total silence.
• The following days: Every single day, I tirelessly sent emails to Samuel, to Atilla (who put Samuel in charge of this), and to the general complaints@casino.guru address. Most recently, today, I even escalated the matter to senior management by emailing Petronela.
• And finally today: Despite my daily attempts and sending proof constantly, my case was officially closed a few hours ago with the excuse "Player stopped responding."
I have been writing every single day and I submitted all documents on day one, yet your system blocked me and your team went completely radio silent. Now, I am attaching the video and screenshots that 100% prove my timely responses and timestamps.
Please fix your mistake, put an end to this technical embarrassment, and reopen my complaint immediately.
Best regards,
Gasim
