Recent complaint classed unjustified

I have had a complaint recently classed as unjustified, I was asked to provide a screen recording of emails I had to sent a casino site requesting an a account closure due to problematic gambling, I didn't understand what a screen recording was and was told if I needed help to gain knowledge how to get screen recording it would be provided, I did ask but did not get response, my complaint had been ongoing for 6 months and last week case got closed, I now have the screen recording evidence which was stated that was crucial evidence to my complaint, I tried to have my complaint reopened twice but got no response, could someone point me in the right direction or even someone from Casino Guru team assist, it would be very much appreciated

Hello there.

May I firstly ask in what way did you try to reopen your case, please?

Was it through the option to reopen it in your account?

Hello Romi, hope you are well, and thanks for your reply. Yes I hit reopen option as soon as my complaint was closed as unjustified, case was closed because I didn't provide crucial evidence/ screen recording of emails I sent Casino requesting account closure due to problematic gambling, my complaint specialist offered to help me access this evidence, but when i asked about it I got no response, I have the crucial evidence now

I believe that there should be some mistake, though. If you try to reopen the complaint, which I see no evidence of, there always should be an answer from someone from our complaint team, you know.

So, please, try to reopen it again, and if there is again no response, please write an email to complaint@casino.guru.

Let us know.

Good morning Romi, and thank you for your response, at the bottom of my complaint it is not giving be the option to reopen complaint

You have to make sure that you're logged in. Please check it and then let us know.

Also, if you have any issue with it, please write to the email I have provided above.

Hello Romi, defo no reopen option, but michal my complaint specialist has reached out to me an requested screen recording which I have sent to him, so I'm just waiting on michals response. Much appreciate your response Romi

I'm glad that it is moving somehow at least. I am sure that Michal will do everything possible to help you.

Keep us informed about the process, please.

I'm glad michal reached out, and also appreciate your responses Romi, take care and I will keep you informed of developments.

Thank you.