Outcome of complaint

What happens now when the casino doesnt reply to the complaint?

We always try all possible ways of contacting them, but of course, they have no obligation to reply. Anyway, if the evidence is sufficient from the player's side, it will negatively influence the casino's rating.

This resource helps with issues such as account blocking and refunds. I did not regret registering with Casino Guru, because the service was created to support players. The interaction process is conveniently organized; of course, problems are not solved in a second, but the time frame is quite tolerable

Thank you for sharing your opinion on Casino Guru. 🙂

I wonder where you get the knowledge, no complaints so far; have you been a passive reader instead?

Dear Casino Guru Team / Management,

I would like to inquire about the current status of my complaint filed against Dolly Casino!

It has been 44 days since the complaint was filed and according to the latest system notification, the case officer is currently on leave. I understand that leave is inevitable, however, in the case of a disputed amount of nearly 1 million forints (969,302 HUF), where the casino has not yet provided any tangible audit evidence or transaction logs, the delay in the process is a serious concern.

I would like to request that another competent colleague take over the supervision of the case during the mediator's absence, or that I receive precise information about when substantive progress can be expected in my complaint.

Thank you for your understanding and prompt assistance!

Sincerely,

John

Hello John,

I completely understand that, considering both the amount involved and the time that has passed, you're looking for more certainty about how your complaint will proceed.

Unfortunately, this forum is not monitored by the Complaint Team or management, so I don't have access to any internal updates beyond what is already visible in your complaint thread.

As a general rule, when a complaint mediator is unavailable for any reason, the Complaint Team internally evaluates whether it is more appropriate to keep the complaint with the original mediator or temporarily reassign it to another colleague. This decision is made based on the specific circumstances of the case, and there's no action required from the player's side.

I understand that waiting can be frustrating but at this point I would just recommend you keep an eye on the complaint thread, as any updates will be posted there. I see the recent casino's response is waiting for the mediator's check; this is a standard step, along with assessing its content and context, before the mediator decides on the desired next step.